Natalia Ferraz Bonard Email & Phone Number

Seattle, Wa, Us

Seattle, Wa, Us

Toronto, Ontario, Ca

Philadelphia, Pa, Us

Led operations for small Business customers in Florida AreaHeaded department of operations for small Business customers in Florida AreaManaged a team of 30 membersIncreased the installation completion rate from the lowest (62%) in the Central Region to the highest (90%)Defined new strategies and processes with Business Director for the department reorganizationWorked directly with Sales Directors to identify areas of improvement and to align both departments Coordinated activities within other departments to ensure efficiency in the installation process Mentored and coached team members to achieve and exceed department metricsImplemented motivational initiatives to improve department morale and integrate the team

Calgary, Alberta, Ca

- Managed a team of 22 members - Coached and mentored team members to achieve and exceed department metrics - Ensured team members have the ongoing training and support required to be successful in their role - Ongoing one on one meeting with team members including performance metrics, professional development, and engagement - Developed weekly report detailing performance levels of the team, current successes and challenges - Resolved escalated customer issues - Developed, deployed and managed incentive programs - Administrated needs of team members, including regular performance reviews, vacation, compensation and incentive rewards

Calgary, Alberta, Ca

- Led the project of bringing WiFi (new product) to the British Columbia market - Presented weekly status report of the project to the Regional manager and departmental managers (Sales, Operations, Customer Care) - Conducted market research to identify strategic sites for placement of the new product - Developed proposal documents for implementation to the Project Management Committee - Worked directly with the WiFi VP to discuss deployment strategies and key performance indicators to measure the success of the implementation - Tracked milestones for the WiFi project to ensure they were on schedule by following up with the teams involved and addressed any issues that arose - Managed the project with various teams to keep milestones on track and to ensure that teams meet their targets

Calgary, Alberta, Ca

- Gathered information regarding their processes to ensure that a merging of two departments was accomplished with very low impact to the business (Vancouver and Kelowna Operations department); - Aligned operations processes within the province and nationally - Planned, communicated and implemented new processes to maximized efficiencies within the department (tasks automations and communication) - Gathered requirements, communicated, implemented and supported the new tools reducing data entry and allowing focus on quality of work - Coached and managed a team of 26 members - Delivered performance appraisals - Coordinated the various teams in Vancouver for a new product launch (WiFi) - Conducted recruitment processes and Interviews for operations representative

Calgary, Alberta, Ca

Gathered requirements with the management team and designed spreadsheets for tracking incomplete calls - Developed reports for analysis of monthly incomplete services by area and by type of service and recommended action to be taken to increase the number of installation and therefore the company’s revenue - Gathered and analyzed data to identify trends, and measure results of process change - Handled internal and external escalations finding manpower when all the efforts have been exhausted - Ensured Dispatch has updated tools, resources and references to perform their daily tasks - Coached and Mentored new employees

Calgary, Alberta, Ca

Managed technicians in the field to get to the appointments on time - Re-routed/Rebooked calls when needed with customers - Dealt with situations related to technician's routes / customer impacting situations - Answered same day appointments inquires coming through Dispatch tool and email - Provided excellent customer service to internal and external customers

Business Management Certificate, Business Management

Bachelor'S Degree, Telecommunication Engineering

High School Diploma, Electronics Engineering