Phyllis Munroe Email & Phone Number

Southern Ontario

Responsible for daily operations of 9 clinics including developing standards, objectives, measurement guidelines for clinicial performance with subsequent periodic evaluation, reporting and correction; highlighting efficiency, compliance, inventory management, patient satisfaction and clinicial outcomes.Coached and counselled 70 diverse staff comprised of Assistant Director, Office Managers, Receptionists and RPN/ Medical Technicians; provided continous feedback on performance while… Show more Responsible for daily operations of 9 clinics including developing standards, objectives, measurement guidelines for clinicial performance with subsequent periodic evaluation, reporting and correction; highlighting efficiency, compliance, inventory management, patient satisfaction and clinicial outcomes.Coached and counselled 70 diverse staff comprised of Assistant Director, Office Managers, Receptionists and RPN/ Medical Technicians; provided continous feedback on performance while applying appropriate development tools to assist in individual growth. Talent management: Manage recruiting, staff training and development, staff retention, performance reviews and termination.Oversee IT operations, manage vendor outsourcing and support contracts, including equipment maintenance, network and infrastructure, redundancy and continuity planning and inventory for cost reduction and minimizing downtime.Complied with all regulations and ensured licenses, inspections and other legal requirements remained current and up to date. Implemented effective programs to increase patient satisfaction through online and text review feedback.Played instrumental role in opening and relocation of 3 clinics. Show less

Guelph, On

Start up call center operations in a niche market for damage prevention, chat lines and medical clinics.Strategic advisor with strong communication skills and ability to build consensus with the Board of Directors.Led and defined strategy for business plan expansion of a multi-site operation in Eastern/Central/Western Canada, USA and India; 200 staff comprised of Directors ( IT, HR, QA, Compliance) Customer Service Representatives, Team Leaders, Quality Assurance.… Show more Start up call center operations in a niche market for damage prevention, chat lines and medical clinics.Strategic advisor with strong communication skills and ability to build consensus with the Board of Directors.Led and defined strategy for business plan expansion of a multi-site operation in Eastern/Central/Western Canada, USA and India; 200 staff comprised of Directors ( IT, HR, QA, Compliance) Customer Service Representatives, Team Leaders, Quality Assurance. Directed inbound/outbound calls to meet/exceed: sales conversion, client satisfaction index, issue resolution, SLA, occupancy and AHT requirements for a portfolio of 13 clients.Create, perform and deliver reports and analysis and make recommendations for operational excellence.Improved inter-departmental call center operations through ISO certification.Annual expense budgets and cost containment/reduction intiatives. Show less

Mississauga, On

An effective leader, who thrives in dynamic, challenging and fast paced professional environments; Assertive and enthusiastic, with extensive knowledge of streamlining operations, cutting costs and increasing productivity. Led 60 staff in a unionized environment: dispatch operators, help desk, administrators and managers.Facilitated with Director, HR conflict resolution for the union contract. Led several process re-engineering projects: Quality Performance Matrix… Show more An effective leader, who thrives in dynamic, challenging and fast paced professional environments; Assertive and enthusiastic, with extensive knowledge of streamlining operations, cutting costs and increasing productivity. Led 60 staff in a unionized environment: dispatch operators, help desk, administrators and managers.Facilitated with Director, HR conflict resolution for the union contract. Led several process re-engineering projects: Quality Performance Matrix, Reward and Recognition, Performance Appraisals, Training Manuals, Policy and Procedure Manuals , Implementation of National Help Desk Support Team.Spearheaded initiative for ISO 9001 Certification.Client relationship management between alarm monitoring/dispatch operation, service department and branches.Analyzed call center statistics: call/ alarm response handling to meet Service Level Agreements and ensured help desk tickets and email responses meet/exceed customer expectations.Recruitment, Selection, Hiring of all staff; conduct quarterly, annual performance and competencies reviews. Effective use of Human Resource Management principles: corrective action, absenteeism counseling, work performance, career counseling, training and development.Continued education on current security products and services through course: Certified Operator/Instructor of Security Industry Association. Technical knowledge of alarm systems, CCTV, Access Control and Fire Alarms. Show less

Toronto, Ontario, Canada

Led 12 member project team comprised of business analysts and MIS support as well as customer service representatives.Defined project deliverables and monitored status of tasks for speciality visa cards and e-commerce. Led meetings with department executives to review project status and sales objectives. Delivered status reports to stakeholders for budgeting and planning purposes.Collaborated with cross functional teams to draft project schedules and… Show more Led 12 member project team comprised of business analysts and MIS support as well as customer service representatives.Defined project deliverables and monitored status of tasks for speciality visa cards and e-commerce. Led meetings with department executives to review project status and sales objectives. Delivered status reports to stakeholders for budgeting and planning purposes.Collaborated with cross functional teams to draft project schedules and plans.Conduct quarterly, annual performance and competency reviews.Effective use of human resource management principles: recruitment, selection, hiring, corrective action, termination, absenteeism counselling, work performance, career counselling, training and development and reward and recognition.Responsible for meeting/ exceeding Service Level Agreement: staff deployment and redirection of call flow to meet the 80/20.Continued education: Courses towards MBA in Financial Management; Human Resource Management, Productivity Management and Moving from Operational Manager to Strategic Leader.Recipient of Quarterly Award Q2/Q3/1999 for Training and Development and Process improvements.Recipient of Royal Performance Quarterly Award in Q2/2000.see less Show less

Mississauga, Ontario, Canada

Led 12-15 inbound and outbound sales representatives.Coaching and leadership to support aggressive sales targets: contact ratios, response rations, cross selling, customer retention. Achieved 125-150% of targets for consecutive quarters. Conducted quarterly, annual performance and competency reviews. Managed change and diversity in the workplace. Generated monthly and annual sales reports.Created and directed: sales management routines, goal setting… Show more Led 12-15 inbound and outbound sales representatives.Coaching and leadership to support aggressive sales targets: contact ratios, response rations, cross selling, customer retention. Achieved 125-150% of targets for consecutive quarters. Conducted quarterly, annual performance and competency reviews. Managed change and diversity in the workplace. Generated monthly and annual sales reports.Created and directed: sales management routines, goal setting, sales meetings, training and development. Recipient Quarterly Performance Award Q1/1999, Q3/1999 for Superior Support and Teamwork. Recipient of Leader of the Pack Award in Q1/1998.Nominated Commitment to Excellence in Q3/1997, Q1/1998. Show less

Bachelor Of Arts (B.A.), History

Diploma In Human Resources, Human Resources Development

Completed 6 of 10 courses towards Diploma in Human Resources. Will continue education for CHRP and CHRL Designations.

Diploma In Functional French, French Immersion

Activities and Societies: Theater

Project Management

Completed 2 of 3 courses for Certificate Program in Project Management