Greetings to my LinkedIn community! As a Senior Account Manager with a heartfelt dedication to improving higher education and student mental health, I've spent over two decades honing a skill set that intricately weaves together organizational objectives with client and student needs. This balance is the heartbeat of my professional endeavors, ensuring a synergy that uplifts both educational institutions and the students they serve.My career is rooted in a profound dedication to understanding the intricate mental health challenges confronting students. This insight is the bedrock of my methodology across various roles, spanning hands-on customer service to crafting strategy at the senior management echelon. I'm a firm believer that centering student mental wellness is pivotal — it doesn't just elevate their learning journey but also fosters a thriving, vibrant community.At present, I channel my expertise into curating and executing mental health initiatives tailored to the diverse tapestry of student experiences. My strategy involves forging robust, reachable support frameworks, championing mental health advocacy, and ensuring educational services are both inclusive and fair. Guided by data and led by compassion, my focus is on forging substantial, enduring change.Cooperation is the cornerstone of my professional values. I'm keen on forging partnerships with educators, mental health experts, and legislators to spearhead projects that bolster student welfare and scholastic triumphs. My vision is to cultivate an educational atmosphere where every student feels supported, appreciated, and inspired to pursue both academic and personal aspirations.I'm always on the lookout for fellow professionals, entities, and advocates who share a zeal for enriching the realm of higher education and student mental health. Let's unite to illuminate the path to a brighter, more nurturing future for our learners. I welcome you to get in touch for collaborative ventures, thought-provoking discussions, or simply to exchange perspectives!
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Program ManagerGuard.Me CanadaOntario, Canada -
Program ManagerGuard.Me Canada Jul 2024 - PresentAs the Program Manager for the GuardMe Student Support Program, I oversee the strategic and operational aspects of mental health support initiatives across various educational institutions. My role involves leading a dedicated team of account managers to ensure the program delivers effective and comprehensive services tailored to the unique needs of each institution. I focus on enhancing the reach and efficacy of our support, monitoring key performance indicators, and aligning all activities with our overarching goal of promoting student well-being. Collaborating closely with educational leaders, I work to ensure our services are accessible and make a meaningful impact on students' lives. -
Senior Account ManagerGuard.Me Canada Jul 2019 - Jul 2024Markham, Ontario, CanadaAs an Account Manager with keep.meSAFE, I oversee client relationships, ensuring their needs are met and expectations surpassed. I act as a bridge between our clients and our team, understanding client requirements and translating them into actionable strategies. My role involves nurturing existing accounts, identifying opportunities for growth, and ensuring the highest level of service delivery. I'm also responsible for understanding market trends, providing feedback to our product and service teams, and ensuring that keep.meSAFE remains a leader in mental health support. My ultimate goal is to foster long-lasting relationships built on trust, understanding, and mutual growth.
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Contact Center SupervisorCaa North & East Ontario Sep 2016 - Jul 2019Ottawa, Canada Area -
Contact Center Team LeaderMillennium1 Solutions Aug 2016 - Sep 2016Ottawa, Canada Area -
Contact Center SupervisorOlson Canada (Now Part Of Icf Olson) Sep 2015 - Mar 2016Ottawa, Ontario• Organized and executed a successful contact center start-up of 35 inbound agents• Successfully installed a mailroom and data entry department of 10 data entry specialists where mail was received and processed and documents were converted to digital format by way of a high-speed scanner• Created all training material, job AIDS and customer support processes while executing training with all staff hired• Responsible for first level CRM internal support via shared email inbox and Jira ticketing system -
Project Coordinator/ManagerDistributel Jan 2014 - Jul 2015Ottawa, Canada Area- Administered and coordinated projects and initiatives as assigned by management; - Prepared, monitored and maintained documentation outlining developments, deliverables and timing of projects; - Identified interdependencies for all projects and facilitated communication amongst task groups; - Acted as a liason for outside parties, internal departments, task groups and any other related staff to ensure project success; - Scheduled, managed and moderated meetings while ensuring all topics are covered; - Responsible for the on-going project of redesigning the flow of a contact into the call centre with efficiency in mind. -
Quality And Training ManagerDistributel Oct 2010 - Jan 2014Ottawa, Canada Area- Formulated and managed the development and implementation of goals, objectives, policies, procedures and systems pertaining to the QA/QC and Training for Distributel's call center; - Monitored performance by gathering relevant data and producing statistical reports; provided scheduled or timely feedback to senior/departmental managers; - Promoted quality achievement and performance improvements throughout the organization; - Effectively interacted with various departments throughout the company to further Distributel’s Quality Program; - Identified relevant quality-related training needs and delivered training; - Lead Distributel’s Training Committee and Coaching Staff; - Collated and analyzed performance data and charts against defined parameters; - Ensured tests and procedures are properly understood, carried out and evaluated and that proper modifications are investigated if necessary; - Persuaded reluctant staff to change their way of working to incorporate quality methods; - Maintained awareness of the business context and company profitability, including budgetary control issues. - Accurately maintaining employee files and properly documenting various interactions by following prescribed HR procedures. - Supervised and monitored staff performance to ensure they are meeting all expectations. - Performed employee evaluations and set fair compensation based on performance in consultation with HR. - Ensured that all office procedures and policies are being adhered to by staff. - Resolved any issues relating to problematic employees by using progressive discipline methods.
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Customer Care ManagerDistributel Oct 2009 - Oct 2010Ottawa, Canada Area- Directed a team of 6 customer care representatives in all areas of responsibilities while providing developmental feedback to enhance job performance. - Analyzed team and individual statistics; prepared reports; devised and implemented incentive programs to improve statistics while maintaining quality control. - Provided performance coaching and implemented strategies for career development. - Initiated actions to insure optimal response times and service levels; handled escalated matters; approved credits. - Managed company training program while developing training material and training new hires on customer service techniques, products and company policies. - Demonstrated a proactive problem solving capability and sound judgement while dealing with employee and customer service escalations. - Worked closely with the Marketing Department on the company's website while developing and maintaining the E-care self-serve center of the website.
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Customer Service SupervisorDistributel Jan 2007 - Sep 2009Ottawa, Canada Area- Supervised staff of 25 customer service representatives in providing direction, coaching and developmental feedback and dealing with customer service escalations. - Developed a quality control tracking system via Excel spreadsheet in which agent mistakes were tracked and presented to them on a weekly basis in effort to promote excellent customer and quality work. - Created and implemented an automated departmental scheduling system using call center metrics to maintain optimal and cost effective staff levels. - Created and implemented a reward program in which employees were rewarded when they went above and beyond their job. Agents were rewarded both visually on a reward wall and individually with monetary prizes.
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Office ClerkDistributel Dec 2001 - Apr 2006Ottawa, Canada Area- Responsible for reviewing sales orders created by customer service agents while delivering feedback to the sales department in an effort to maintain quality control within the call center. - Printed, assembled, and mailed order conformations to clients on a daily basis. - Developed policies and procedures within the clerical department in an effort to streamline work and maintain company standards.
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Customer Support SpecialistDistributel Dec 2001 - Apr 2006Ottawa, Canada Area- Participated as one of 6 support specialists delivering customer support to over 200,000 clients ranging from billing inquiries to technical assistance with long distance, home phone or internet problems. - Responsible for maintaining and contacting customers whom had overdue balances with the company in an effort to retrieve these outstanding amounts. Consistently provided excellent, informed customer service and maintained strong reliable work ethic. - Participated in the after-hours technical support program; responsible for customer support after business hours. - Regularly met sales incentive goals in up selling new and promotional services to existing clients.
Steven Cameron Education Details
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3.5 Gpa -
The Resource CenterExcellent -
LivingworksSafetalk Certification
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LivingworksAsist Certified
Frequently Asked Questions about Steven Cameron
What company does Steven Cameron work for?
Steven Cameron works for Guard.me Canada
What is Steven Cameron's role at the current company?
Steven Cameron's current role is Program Manager.
What schools did Steven Cameron attend?
Steven Cameron attended Carleton University, The Resource Center, Livingworks, Livingworks.
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