Katie Serventi Email & Phone Number

Oakville, Ontario, Canada

950 Burnhamthorpe Rd W

Operations Management:Responsible for transition to remote work during the pandemic (2020). Assigned, staged, documented, and tested equipment with team to ensure uninterrupted operations. Reviewed policies and procedures to ensure they meet legislative and company standards, updated as required to improve efficiencies and reduce redundancy.Incident Management Team responsibilities. Opened and closed call centre for emergency events, scheduled staff, updated IVR messaging, and managed operations as required. Monitored service levels, conducted training, staff recruitment, implemented performance plans and termination.Administrative tasks include payroll approval, correspondence, meeting facilitation, conducted surveys, filed paperwork, tracked absenteeism, prepared reports, etc.Experienced Leader:Led a team of 35+ outstanding Customer Service Advisors at the 311 Citizen Contact Centre, trained to handle inquiries through various channels and submit requests.Coached and mentored employees through encouragement, assisted with their individual career development, which led to the potential for future career opportunities.Monitored staff KPI performance, conducted quarterly check-ins, provided support and productive feedback to motivate and promote their continuous improvement.Exceptional Service:20+ years of combined experience in providing exceptional Customer Service in various industries, including face-to-face frontline service, over the phone and email.Oversaw quality assurance program at 311 Citizen Contact Centre, monitored performance consistency, and incorporated the City’s exclusive BRAVO Customer Service program.Responsible for Outreach Community program. Organized and attended events with a team, met with stakeholders, collected information, and educated visitors on services 311 provides.Strong ability to de-escalate situations and provide professional service in difficult situations requiring immediate attention.

City Hall

Assisted with all legislative requirements regarding records as well as drafting corporate reports and by-lawsReviewed and amended polling subdivisions; reviewed polling locations to ensure availability of all required resources Participated in Election Steering Committee meetings; prepared the agendas and meeting minutes Excelled in helping with recruitment of 2500+ workers, ordering and distributing supplies and distribution of voters’ listsPrepared training material and modules and assisted with the training sessions in a resourceful mannerUpdated current Election website and assisted with the implementation of new website and new Elections module “EPIC”Analyzed, recommended and implemented business processes which ensured effective service delivery Developed and implemented training material and module which equipped staff with competencies and confidence to assist in delivery of the election in compliance with the regulatory guidelines

Town Hall

Assisted Office Manager, Acting Director, Roads and Works/Parks and Open Space Management in a resourceful manner Demonstrated strong knowledge of payroll administration, maintaining corporate filing system and completing minutes for the meetings Supported clerical tasks for road/sidewalk snow removal program, roads and works section, the parks and open space sectionsProcessed phone calls from residents, businesses, councilors, Town departments, other municipalities and government agenciesManaged and maintained corporate filing system at Central Operations facility for various departmentsStreamlined administrative duties including data entry, fax, mail, correspondence and maintaining bulletin board information

Managed Better Business Bureau, Media Relations, Office de la Protection du Consommateur, Small Claims, CRTC cases/complaints Gathered billing information for court proceedings Provided Bell's policies and procedures for Ministry of Consumer and Commercial Relations investigations Compiled information for all Senior Executives for court proceedings, live calls and meetingsManaged Escalation Reporting and Tracking and Root Cause Analysis on all executive driven escalations Schedule executives and team meetings to discuss root cause analysis findings and action planning Acted as member of the Ambassador Program dealing with large national events for 3 yearsHandled customer escalations and employed excellent negotiation skills to exceed customer expectations