Emily Fleming Email & Phone Number

Brossard, Qc, Ca

North America

I supervise a team of seven analysts located across North America to investigate and take action on EFAP and B2B client complaints. I also liaise with similar teams in APAC and the EU to ensure that we handle and document complaints consistently on a global scale. We get to the root of the problem and solve it, and then I collaborate with other departments to provide targeted and contextualized data with a goal of continuously improving our processes and performance. I also create and provide documentation to enable other teams to make the best use of the tools we provide. In this role, I have gained enough expertise with Excel to automate several processes with an overall time savings of approximately 50 hours per month, freeing my schedule up to provide more time for innovation and live support.

Canada

As part of a team, I supported over 200 client care representatives across Canada with process questions, ongoing training, and strategies to support clients with difficult and potentially life-threatening situations.

Quebec, Canada

(As "Lifeworks")I refined and carried out a two-week additional training process for bilingual client care representatives in groups of 2-12 transitioning to a specialized team where they would support contracts with unusual or specific requirements. During my tenure I trained over 300 client care representatives with a variety of needs and levels of experience, and provided ongoing post-training support to the team as a whole.I created training materials and documents for external teams who would interact with the specialized team (quality monitoring, for instance) and on new processes and unique contracts which joined our clientèle. When one of our processes was rolled out across Canada, I designed and ran the training program which is still used today.

Canada

(As "Lifeworks") I supported clients from organizations with specialized processes who were seeking Employee and Family Assistance Plan services. I created client files, triaged potential risk situations, and asked probing questions to evaluate client needs to ensure they were connected with the appropriate resources, all in an empathetic and professional manner in both English and French.

Canada

(As "Lifeworks") I supported clients from across Canada in accessing Employee and Family Assistance Program services for a variety of situations ranging from the mundane to the life-threatening.

Montreal, Canada Area

I tutor Mathematics from kindergarten through to pre-calculus, and English from kindergarten through to university level. Generally my students have been in the Riverside School Board, and I have followed current Quebec educational standards. Most frequently I have taught Math 536 and 436; in English I focus on writing and close reading skills.Past students have included:- A thirteen-year-old basketball player who improved his mathematics grades enough to remain in Heritage High School's Sport Study program.- A mature student with a Master's in English who needed assistance in revising for a Math 436 equivalence test to enter a nursing program at John Abbot CEGEP..- A mature student with dyscalculia who required a Statistics class to obtain a Master's in Early Childhood Education.- A group of francophone elementary school students who required after-school assistance with English.- A teenager with late-diagnosed ADHD and significant early mathematics trauma.

I made sure people had fun! Specifically, I helped with realtime issues in the game whether they were with technical difficulties, interpersonal issues that were covered by our terms of service, or simply understanding "what did that button do? And where's my character's fancy hat?" I also kept track of player concerns about gameplay decisions and made sure their concerns were heard. Occasionally, new features required testing; I tested and provided feedback on those features, and passed on player feedback as well.I did this in English and in French.

St. John'S, Newfoundland

Provided telephone assistance to customers and dealers of a large automotive manufacturer. I began my employment resolving customer satisfaction and vehicle warranty queries, often providing a mediating voice to help dealer mechanics and customers reach a mutually-satisfactory arrangement for out-of-warranty vehicles using manufacturer-provided tools such as partial repair payment, certificates for maintenance service, and so on. In June 2007 I was moved to a team which handled cases which had been ongoing for some time and which needed more sensitivity. Later on, I moved to a team assisting car dealers with order fulfillment and providing technical support for a proprietary inventory management software.

Bachelor’S Degree (Honours), English Literature And Creative Writing, With Distinction

Acquired broad knowledge of literature and critical theory, along with practical experience writing and editing fiction and poetry..

Environmental Studies

Activities and Societies: Vice-President of Chalet Residence CouncilAttended university on a part-time basis studying Economics.

Master'S Degree, Literature

Activities and Societies: Oakham House ChoirGraduate research into the use of poetry and other traditional forms of literature in video.