Team lead on all outbound and inbound communications. Developed over 30 electronic and hard copy notices with a client-focused approach which are used by the Ministry of the Environment and Climate Change for ongoing correspondence to approximately 40 000 clients, resulting in a 99.6% compliance rate for our regulatory program.Develop plans for communications projects which are intended to increase compliance rates, and monitor the outcome to make changes based on data results, call volumes, and feedback from staff and clients.Respond to routine and non-routine inquiries by phone and email regarding policy, technical, and system issues, addressing client needs in a timely manner on a help desk which receives over 16,000 inbound calls and 10,000 emails annually.Examine documents related to imports of hazardous wastes, liaise with all levels of government on a daily basis, and put issues management practices into place when necessary. Understand, interpret, and apply policies and procedures related to hazardous waste management and relevant legislation.Assist with the screening, hiring, and on-boarding process of new employees.

Initiated daily client outreach to the regulated community to encourage compliance with Regulation 347 under the Environmental Protection Act. Managed and prioritized workload to contact 2769 expired client accounts over a 16 week period, while receiving inbound Help Desk calls and completing administrative duties.Take inbound Help Desk calls to provide website guidance and solve customer concerns, respond to inquiries on the HWIN Help Desk emailDeveloped an Outreach Communication Plan for 2016, identified and defined issues based on past results and experiences, and created alternate solutions for process improvementPerform general office administrative functions such as inputting, organizing, and retrieving data, opening and sorting mail, responding to email inquiries, and filing

Provided in-person, front counter customer service that ensured customer satisfaction and a positive experience for a broad, diverse customer baseCompleted vehicle licensing paperwork, ensuring accuracy, completeness, and timelinessKept organized files of vehicle ownerships and paperwork

Answered a multi-line telephone in a fast-paced environment and directed calls to the appropriate staff member, while greeting and directing customers in person at the front deskAddressed customer questions and concerns over the telephone and in person, providing suggestions and mutually agreeable solutions to resolve customer issuesWorked collaboratively with ServiceOntario to ensure accurate documentation for vehicle licensingRecorded customer information using in-house client databases, kept properly organized and up-to-date files, demonstrated adaptability by learning many new computer programs such as PBS, ADP, Reynolds, FedEx Ship Manager, and more.