Tamara Denton Email and Phone Number
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A proven leader with 14+ years of people, operation/office and business management experience, specializing in training program development, performance & change management, and employee engagement and development.
Maplewave
View- Website:
- maplewave.com
- Employees:
- 91
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Project AnalystMaplewave Nov 2022 - Present
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Technical WriterMaplewave Jun 2016 - Nov 2022Halifax, Nova Scotia, Canada
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Senior Site Manager- Customer Care OperationsWalgreens Jan 2014 - Dec 2014Halifax, Canada AreaResponsible for overall management/senior leadership of Halifax contact center, including:• Achieving contact/service SLAs for a multi-channel contact center• Meeting budgeted cost objectives, with focus on reducing transactional cost• Increasing employee engagement & improving employee retention• Performance management & employee relations• Innovating to implement new techniques/policies to better employee and/or customer experience; ensuring customer satisfaction objectives achieved • Business owner/stakeholder for drugstore.com line of business; presentation of department/LOB performance to Executive team at monthly business review• Facility management/maintenance; owning vendor/leasing relationships • Versed in Social Media as integrated channel, including strategy development/execution -
Senior Manager- Training, Quality & Workforce ManagementDrugstore.Com 2009 - 2014Halifax, Canada Area•Management of training department and programs, including: o Establishment/development of internal & external curriculum for multiple lines of business, systems & tools; knowledgeable on program design, delivery, methods & adult learning principles with focus on performance & retention o Administration/development of customer help-pages across ~15 websites + internal knowledgebase management; photo/image library; documentation of policies & SOPs; integration of content & systems; standardization of content o Developed documentation, communications, SOPs & process flows; translating technical info & legislation/regulations into user-friendly terms for diverse audiences o Formalization of recruiting process for improved employee retention •Management of Quality Assurance/Monitoring program for customer satisfaction & compliance; developing & implementing controls; identifying training needs/trends; performance coaching •Management of Workforce Administration (scheduling, workflow, capacity planning) to ensure metrics/costs met, workloads completed & staffing optimized; training calendar management •Contributed to organizational planning, short/long term strategy, increasing effectiveness & efficiency; established & enforced objectives/goals/culture; coordinated communication •Placement, set-up & project/change management for company initiatives (i.e. contact channels, aligning staffing, content creation, staff delivery, customer experience, execution, etc.) -
Manager Of OperationsDrugstore.Com 2001 - 2009Halifax, Canada Area•Management of metrics, costs & performance according to SLAs •Planned, organized, directed & controlled daily operations; oversight of training/recruiting depts. •Arranged staffing, scheduling & overtime for incoming call/email/chat volumes; management of time off approval process; workforce administration; optimizing labour •Conducted formalization of contact center (i.e. facility set-up, documentation of policies/ procedures, standardization, establishment of corporate culture/ethics, etc.)•Establishment, implementation and enforcement of policy & procedure, setting goals & expectations; ensuring tasks/projects completed•Management of facilities, partnerships & stakeholder relationships (internal & external)•Handling of corporate customer escalations; supporting & collaborating with Executive team
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Call Center SupervisorCospar Marketing Concepts 1998 - 2000Halifax, Canada Area
Tamara Denton Skills
Tamara Denton Education Details
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English Studies
Frequently Asked Questions about Tamara Denton
What company does Tamara Denton work for?
Tamara Denton works for Maplewave
What is Tamara Denton's role at the current company?
Tamara Denton's current role is Project Analyst at Maplewave.
What is Tamara Denton's email address?
Tamara Denton's email address is td****@****ect.com
What is Tamara Denton's direct phone number?
Tamara Denton's direct phone number is (877) 250*****
What schools did Tamara Denton attend?
Tamara Denton attended Saint Mary's University.
What skills is Tamara Denton known for?
Tamara Denton has skills like Customer Experience, Team Leadership, Process Improvement, E Commerce, Training, Management, Cross Functional Team Leadership, Call Centers, Leadership, Vendor Management, Workflow Management, Customer Satisfaction.
Who are Tamara Denton's colleagues?
Tamara Denton's colleagues are Oluwafemi T., Russell Brannon, Craig Ngwerume, Fraser Pryde, Nathan Croxen, Norm Gallant, Drew Green.
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Tamara Denton NE-Papillion
Vice President Patient Care Services At Chi Health Midlands Hospital/CnoPapillion, Ne
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