Josee Thompson Email & Phone Number

Ottawa, On, Ca

Gatineau

As Issues, Manager I’m responsible in analyzing ATI, Privacies, OPQ, Ministerial Correspondence and Briefing notes . I would review all files once received from the sector before final quality check by Manager and ADM approval. I would go over the proposed responses received from the sector and analyze the response ensuring we are responding to all questions and complete a quality check. Looking for things such as: proper template utilized, spacing, typos, clarity of text, etc… These QC assist in receiving a prompt approval from the ADM and minimize any returns from ADMO.

Gatineau

Coordinating and task ATIP, OPQ and Ministerial correspondence for RGPB. Coordinate all files in GcDoc, submit approved requests and track accordingly.

Gatineau

Joined the BPMS group assisting the Director during the reorganization of ABCB becoming RGPB.. Reorganizing the admin functions in the Directors office; setting up a translation account, organizing the Directors office, updating her access during the move, maintaining/reviewing her e-mail and responding when needed.. Keeping her calendar up to date and clear for unexpected meetings regarding the reorganization and structure ensuring we are coordinating with ADMO.. Processing correspondence and ATIP, creating the files to be QC and brought to the ADM office for sign off.. Created tasking tracker representing actual volume for ADM reporting

Gatineau

Scheduling assistant for the AADM office, monitoring, scheduling, preparing documentation package and working as a team to ensure the AADM has all information and documents needed for upcoming meetings. . Handling the office travels including request, claims and verifying other’s request or claims waiting approval.. Training others on the HRG system and answering questions that they may have. . Working with other teams and/or departments to resolve meeting conflicts.. Acting Executive Assistant to the ADM (AS03) October 2017

Ottawa, Canada Area

Administrative assistant for a group of team leader’s part of Gas Turbine Lab aerospace and the Management Office. Handling hospitality, procurement, travel and day to day administrative duties. Returned as the Administrative Assistant to the Director of Aerodynamics.. Acting for the Administrative Assistant to the General Manager of Aerospace during vacations. Coordinating incoming mail, Farnborough Agendas and tracking signatures through the log book.. Took on administrative duties for M3 (MSO) in addition to my GT lab at M-10.. Acted as the admin to the director of Aerodynamic.

Ottawa, Canada Area

Assigned to the VP office assisting with new mandated reports for the new president, coordinating with our key portfolios and department assuring we captured all activities within NRC weekly and assuring the consistency of the reports. Providing additional administrative support to the VP’s office when needed, coordinating her monthly reports, maintaining her filling system and calendar. . Coordinated with the key stakeholders responsible for each department/ portfolios to ensure the consistency of information and format of the report. . Coordinated with IT ensuring access wasn’t interrupted and the document was consistently available throughout NRC . Maintained the VP’s e-mail, coordinating responses and filing when needed.

Administrative Assistant to the Director General and Senior Advisor. Analysing, coordinating and maintaining their electronic e-mails and calendars. . Maintain and organize our shared drive while preparing for the GCDoc implementation. Prepare and organize meeting logistics (print documents, scheduling, book meeting rooms hospitality when required, ensure supply, agenda etc...). Organized and coordinated client meetings. Assisted in the organization of our annual regional workshop.

Worked with project managers enhancing our client experience, participated in meetings and took meeting notes, prepared documentation, presentations, scheduling meetings and overseeing the launch of new policies, procedures or software. Responsible for on boarding new associates and completing all administrative along with HR duties included with recruiting and preparing documentations for new associates. Provided administrative support to supervisors ensuring all process, procedures and records were documented and revised when required. Responsible for coordinating and schedules pertaining to visits, meeting, information sessions, conference calls and training. In addition schedule all other activities, appointments and ensure our calendar is current. . Assisted the project team with the integration of new software applications and phone system (Avaya, Transera, Google Mail, Oracle) Acted as a liaison with the project manager and senior management ensuring successful launch. .Act as administrative support to the director and manager of our center, scheduling meetings, maintaining calendars, clerical duties etc.... Acting manager maintaining and answering her correspondence and attending meetings when required. Introduced and created a written and oral French grading system to enhance our bilingual customer service.. Created a quality analyst pilot which has now grown and has increase quality 10% in 6 months. Created mentor program and documentation enabling associate development and career growth.

While maintaining the supervisor role I've filled in as an analyst for our 3 virtual centers monitoring real time activities and optimizing schedules to meet our customer's needs. Assisting our workforce manager with telecommunication reporting ensuring we are on track to meet our forecasted service levels. Provide senior management with detail information on how we’ve managed in comparison to our projections and indicated any variables that contributed to the different results. Maintained associate schedules for all channels in the calls center and in all 3 sites including regular shifts, vacation, training and meetings. Liaised with the senior management of the call center all with the supervisors to ensure we had all pertinent information. . Created an at a glance summary reporting our previous day trends vs current allowing us to optimize schedules to meet our customer needs.. Created a vacation tracker to maintain associates' vacation ensuring we didn’t surpass our designated allotments.. I’ve increased overall productivity through live monitor pilot.. Assisted with the Creation of a contingency plan

Lead the escalation team & Resource team handling large and enterprise accounts located in 2 different sites & 3 different skill groups to serve clients in all business segments. A focus towards customer experience increasing quality and revenue within the teams handling enterprise accounts, specialty request and escalations. Working with our virtual team to ensure consistency and create a sense of accountability and teamwork. Completed all administrative tasks such as compiling of data, creation of documents, maintaining personal and confidential files, meeting scheduling etc... Schedule all activities, meeting and coordinate travel arrangements when required. . Won 2 SQM awards 1) Highest Customer Service in retail service industry, 2) IVR. Enhanced training and documentation increasing knowledge along with our customer experience. I tailored our sales structure to our individual accounts segment increasing our sales by 5%+ within the team.. Concentrate on associate development and career pathing resulting in internal promotions.. I developed a tracking system detailing our volumes within our team and enabling us to enhance our scheduling to better serve our customers.. Maintained team quality assurance scores of over 85%.Social medial escalations or complaints

Provided exceptional customer service to our large and enterprise account customers, maintaining an average of 90% quality score. Investigating customer's needs and urgency resolving customer issues and sourcing specialty products. Fill customer's request through a variety of channels; faxes, phone and e-mails. Maintain account records both electronic and paper records. Acted as sales support completing all administrative work including account maintenance, correspondences, mail outs, file management etc... Distribute mail and correspondence throughout the team and file accordingly. . Enhanced the customer experience by creating and maintaining specific documentation on each account. Trained new team members, sharing best practice and acting as a mentor.. Subject Matter Expert on our online administrative

Provided Customer service via chat, e-mail, fax or phone by creating new users, online account set ups and navigating them through. Excel in providing great customer service in all channels maintaining a high productivity rate and high 80% quality score.

Part of a new pilot providing customers with fresh baked goods and pastries. Enhancing the pilot through team work and by meeting customer's needs through custom orders.

Customer service advocate and focus providing a great customer experience by meeting our customers’ needs. Through teamwork and dedication maintained and provided great customer service. Accommodating returns and finding a resolution when required. Training new cashiers and merchandisers to maintain our customers' needs.