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@pointclickcare.com
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Deborah Smith is listed as Customer Experience Strategist | Transformational Leader | Design Thinker | Workshop Facilitator based in Mississauga, Ontario, Canada. AeroLeads shows a work email signal at pointclickcare.com and a matched LinkedIn profile for Deborah Smith.
Deborah Smith previously worked as Manager, Home Health Care Customer Support at Pointclickcare and Manager, FCR Customer Support at Pointclickcare. Deborah Smith holds Foundation Of Business Information Technology Management from University Of Toronto.
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10-plus years of leadership that dealt with comprehensive process improvement, utilizing lean and agile project management skills in challenging multitasking environments. Result-driven consultative approach used to access key decision makers, network effectively and create synergistic relationships in a matrix environment. Excel in focusing the efforts of diverse groups to work toward common goals. Demonstrated strong ability to plan and implement high-level business affairs while maintaining efficient control of financial and human resources to meet corporate objectives. Executed strategies focused on growing the business and scaling the operations for future growth. Conducting needs assessments, in depth analysis of performance metrics, capacity planning, and identifying cost saving opportunities that aligned with strategic direction.
Listed skills include Process Improvement, Leadership, Service Delivery, Business Analysis, and 14 others.
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Toronto, Ontario, Canada
To provide leadership and mentoring to 1st and 2nd tier customer support for new line of business, Home Health Care. Responsible to build Onboarding for new support team and technology enhancement to the IVR and Netsuite to facilitate a workflow that provides exceptional Customer Support.
To provide leadership to the 1st tier customer support. Responsible for the overall monitored and managing of the day to day operations for the first point of contact in the customer experience. Analyzed statistical data to measure KPIs and identify trends and provide continuous process improvement initiative to inform customer engagement.
Directed and supported business architecture and process reengineering initiatives from initial design to project closure to senior management. Lead, analyzed, defined, and recommended improvements that impact business performance; ensured workable solutions, control plans, and quantifiable performance management tools. Recognized as a change agent, skilled in negotiating and influencing executive management with persuasive business cases and strong communication.* Lead 25 lean six sigma projects and Kaizen workshop with matrix teams resulting in a total cost saving of $750K and 35% improvement in performance management on service delivery and customer satisfaction using new balanced scorecard and dashboards for monitoring.* Lead 6 member team in a corporate web redesign project utilizing Lean UX 1) Improved external customer forms library 2) enhanced marketing material 3) improved platform design for improved responsiveness.* Lead Global Desktop and telecommunication RFP review with cost benefit analysis involving 800 employees, 12 offices and a corporate budget of $500K. Desktop outcome was 1) new vendor contract 2) a 3yr desktop refresh process 3) streamlined hardware order process 4) cost saving of $100K. Telecommunication outcome was 1) new vendor contract 2) cost saving of $90K 3) deployed new mobile devices (500 units) 4) centralized contracting.* Lead 5 Kaizen and root cause analysis sessions while managing the installation of a new IT Service Desk software (Avaya) and developing the ITIL Service Delivery processes in service level management. * Lead 8 members of a matrix team that examined functional needs, overseen requirements planning/analysis, specification (system) development, strategic planning and process re-engineering with a budget of $750M within 8 months utilizing value stream mapping, six sigma and system development life cycle (SDLC)
Responsible to manage business integration for a 400-seat contact center that provides services of client retention for insurance products, claims administration and Warranty service for North America. Managed four Key area of support site wide in project implementation, quality/process improvement, scheduling adherence and training department.
Managed day to day operations for Admissions and Registration, Assessment Services (Student Counselors) and Information Services (Call Center for Brockville, Kingston, & Belleville college location), Ontario Student Loan Administration (OSAP), supervised Native Resource Center within the Registrar’s Office to ensure coordination of services and effective use of resources
Managed Atlantic Client Service Center providing support through sales, marketing, administration of client insurance portfolios, ensuring customer service and retention through effective marketing of selected insurance and investment products for thirteen branches in the Atlantic region with 30 support staff and over 100 Investment and Estate Advisors.
Halifax, Nova Scotia
Provided superior client experience, connected with clients through discovery to complete needs analysis to provide advice on new insurance and investment solutions
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Deborah Smith is listed as Customer Experience Strategist | Transformational Leader | Design Thinker | Workshop Facilitator.
AeroLeads has found 1 work email signal at @pointclickcare.com for Deborah Smith.
Deborah Smith is based in Mississauga, Ontario, Canada.
Deborah Smith has worked for Pointclickcare, Red Phoenix Business Solutions, Assurant Solutions, St. Lawrence College, and Bmo Nesbitt Burns.
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Deborah Smith holds Foundation Of Business Information Technology Management from University Of Toronto.
Deborah Smith is listed with skills including Process Improvement, Leadership, Service Delivery, Business Analysis, Customer Service, Business Process Improvement, Change Management, and Customer Satisfaction.
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