Lisa Hope Email & Phone Number

Evaluated employee performance and prepared employee assessments and learning plans; recommended training, development, and disciplinary action.Liaised with Labour Relations to develop performance, behavior, and disability management plans with the collaboration of employees.Provides comprehensive, accurate policy advice, reflecting current policy and respecting plain language guidelines. Informed internal and external stakeholders/partners, and employees on changes impacting their work assignments.Analyzed monthly statistics to develop and prepare monthly reports to Senior Management.Addressed and resolved questions related to policy, regulation, and specific issues as it pertains to the unit.Resolved escalated client complaints and complex issues by researching and coordinating with various business units within the organization.

Lead client service team: assigned, prioritized, monitored and evaluated work; provided coaching, support and guidance on workplace issues and complex cases.Planned and prioritized the client service delivery aspect of the unit.Developed unit policies, procedures, guidelines, standards and templates used by the Client Service Agents to perform their duties.Addressed and resolved questions related to policy, regulation and specific issues as it pertains to the unit.Resolved escalated client complaints and complex issues by coordinating with various business units within the organization.

Responding to client inquiries by phone and email by reviewing policy and legislation. Verifying and identifying clients to ensure Privacy Act compliance. Performing analysis to identify client applications that require escalation. Providing guidance to clients regarding application process.Making recommendations to Team Lead to improve client experience by optimizing client form readability, minimizing rejections.Training of New Client Service Agents, supervising responses to emails, listening to calls, offering guidance.