Managing a national customer care center of over 200 employees with a multitude of various disciplines. Ongoing activities include budgeting and planning, project management and operations/scheduling management. My role includes developing annual business plans, long term planning, annual and semiannual budgeting for my direct cross-functional teams as well as those under the Vice President of Customer Care umbrella. Day-to-day activities also include review of key deliverable to ensure we are delivering on our promises, with an eye on continuous improvement opportunities and long term goals.I possess very strong project management skills, enjoy leading my management team and employees through ever evolving change and improvement, and thrive when working closely with my teams to foster new skills and empowerment. I have excellent multi-tasking and planning skills, have an organized approach to problem solving, and am an excellent team player with proven ability to influence business partners and collaboration.

The main purpose was to manage the departments under my care, which include Domestic Trace, Claims, Freight Customer Service and UPS Support, to ensure we provide a high quality of service to our customers while focusing on meeting all our KPIs, minimizing costs, improving our internal processes and providing the operation with relevant data to ensure continuous improvement.As Budget Manager for all of Customer Care (Customer Service and Admin teams), the primary focus is to create a plan that supports the current and future direction of the teams and the organization, create a budget to meet the business requirements, continuously monitor to ensure the commitment is met and detect and address possible risks to the organization.For all functions the role includes focus on cost efficiency, meeting KPIs and targets, continuous improvement, trending (internally and in collaboration with other areas of the organization) and employee development.

as of May 2014 - addition of contact centre roles and title change to Contact Centre Manager, Moncton as of May 2009 - continue Budget & Project role with addition of Centre Manager for Nat'l Trace, Claims and Freight teams and Nat'l Network Ops teamas of May 2005 - change title to Budgets & Projects Specialist, Customer Careas of March 2003 - change title to Budgets & Projects Coordinator , Customer Careas of July 1997 - awarded Administrative Assistant, Customer Serviceposition of Administrative Assistant for Moncton contact centre manager, which graduated to Administrative Assistant for Customer Service Director June 1994 to June 1997 Data Prep/Team Leader, Customer Administration

Title promotion to Senior Manager Customer Care