Tiffany Dupras Email & Phone Number

Cambridge, Ontario, Canada

• Lead a team of Workforce Planners responsible for ensuring efficient dispatch to a mobile workforce. • Maintain a close working relationship with Field Operations Managers and Customer Contact teams. • Establish and maintain daily communication protocols to ensure alignment on operational strategies. • Provide strategic staffing recommendations, which ensure there are sufficient resources to deliver our customer service standard while achieving operational goals and budget targets… Show more • Lead a team of Workforce Planners responsible for ensuring efficient dispatch to a mobile workforce. • Maintain a close working relationship with Field Operations Managers and Customer Contact teams. • Establish and maintain daily communication protocols to ensure alignment on operational strategies. • Provide strategic staffing recommendations, which ensure there are sufficient resources to deliver our customer service standard while achieving operational goals and budget targets • Continuously evaluate the performance of the team with an emphasis on process improvements and leveraging technology. Implement improvement plans and measure results. • Communicate, measure, and monitor individual planner objectives, while coaching individuals to drive performance. • Work with the Workforce Planning Manager to create development plans for individual team members and support growth within the organization. Provide regular feedback and recognition on performance.• Ensure all Workforce Planners are trained and understand all aspects of their job and coach to improve if performance is below expectations. • Partner with various business leaders to design processes and tools required to implement new products and technology Show less

Remote

• Led 2 Leads that managed Teams of up to 10 associates - Teams assisted with filing and/or extending taxes for 90% of Bench Tax clients by their tax filing deadline dates• Achieved business measures of success and team-level OKRs in a challenging, sustainable, and supported way • Full ownership over systems, processes, and workflows of the team• Created and delivered Bench Tax quarterly Objectives & Key Results (OKRs) and Key Performance Indicators (KPIs) • Prioritized and led… Show more • Led 2 Leads that managed Teams of up to 10 associates - Teams assisted with filing and/or extending taxes for 90% of Bench Tax clients by their tax filing deadline dates• Achieved business measures of success and team-level OKRs in a challenging, sustainable, and supported way • Full ownership over systems, processes, and workflows of the team• Created and delivered Bench Tax quarterly Objectives & Key Results (OKRs) and Key Performance Indicators (KPIs) • Prioritized and led key initiatives to systematically improve the delivery of Bench Tax service lines • Performed regular reviews and presentations of performance data and visualizations on the Bench Tax service to various stakeholders• Evaluated qualitative and quantitative performance of the team or function, including systems and processes that supported their performance • Actioned when costs deviated - Controlled costs; and/or attained appropriate approvals and re-forecasted accordingly Show less

Kitchener, Ontario, Canada

• Led Teams of up to 25 associates that assisted 1000+ overseas students apply to North American Schools• Developed department cadence structure, targets, and restructured interview process• Refined customer success best practices & processes, and implementation of new tools • Prepared and presented progress and status reports • Served as an escalation point for all matters related to ongoing customer engagement • Oversaw team’s day-to-day activities, provided coaching and… Show more • Led Teams of up to 25 associates that assisted 1000+ overseas students apply to North American Schools• Developed department cadence structure, targets, and restructured interview process• Refined customer success best practices & processes, and implementation of new tools • Prepared and presented progress and status reports • Served as an escalation point for all matters related to ongoing customer engagement • Oversaw team’s day-to-day activities, provided coaching and performed regular one-on-one meetings with direct reports • Appointed VP of the Companies African American Network Show less

Waterloo

• Led Teams of up to 45 associates that supported Canada wide Sysco Customers as well as Sales Reps (Supported over 3000 clients) • Produced a simplified change management tool guide for department Leadership • Developed department SOPs (Standard Operating Procedures) • Supervised diversity and inclusion projects, as well as multiple teams building initiates • Constructed new schedule format for dept • Created revised Recruitment Plans- Redeveloping interview format and… Show more • Led Teams of up to 45 associates that supported Canada wide Sysco Customers as well as Sales Reps (Supported over 3000 clients) • Produced a simplified change management tool guide for department Leadership • Developed department SOPs (Standard Operating Procedures) • Supervised diversity and inclusion projects, as well as multiple teams building initiates • Constructed new schedule format for dept • Created revised Recruitment Plans- Redeveloping interview format and prescreening questions, facilitated 2 job fairs • Assembled Department Awards and Recognition program • Directed Remote Work project for the department • Assisted with launching new systems/software and developing yearly department metrics/goals • Coached High performing, result-driven team that consistently achieved On Target or Above target on all Yearly Goals • Conducted Training, coaching, team meetings, and bi-weekly One on One sessions with staff • Onboarded 1000+ new businesses across Canada (both Local and National Sales) • Managed Payroll, time and attendance, scheduling, absence management, talent management • Teamed with other parts of the organization to develop cross-functional processes that maximize customer satisfaction and support company sales growth initiatives. Show less

Waterloo

• Assisted with leading Teams of up to 20 associates• Facilitated Training and associate development sessions • Participated and/or lead special projects in support of Customer Experience and Product Knowledge • Monitored customer interaction to ensure that company customer service standards were met • Addressed internal and external customer concerns and inquiries • Created Social committee business proposal for dept, and served as Department Chairperson for the committee

Toronto, Ontario, Canada

• Managed a portfolio of up to 200 Clients• First to be presented with the Associate of the month Award • Selected to join the inside sales team supporting Top Outside Sales Associates • Created and facilitated System training modules • Handled High Volume of inbound and outbound calls• Worked directly with Category Analyst, Merchandising, Operations, Produce Specialists and Sales • Communicated market conditions or other conditions affecting the availability, condition,… Show more • Managed a portfolio of up to 200 Clients• First to be presented with the Associate of the month Award • Selected to join the inside sales team supporting Top Outside Sales Associates • Created and facilitated System training modules • Handled High Volume of inbound and outbound calls• Worked directly with Category Analyst, Merchandising, Operations, Produce Specialists and Sales • Communicated market conditions or other conditions affecting the availability, condition, or price of products • Worked with Operating Companies to facilitate Sales needs deliverables for identified and agreed to customer opportunities Show less

Toronto

• Managed inbound and outbound calls • Generated sales leads that develop into new customers• Worked with customer Bids and SOPs to ensure accuracy of tasks• Built sustainable relationships and trust with customer accounts• Followed communication procedures, guidelines, and policies• Assisted customers with questions, inquiries, complaints, or special requests• Followed up on customer interactions in a timely manner• Provided information about products and… Show more • Managed inbound and outbound calls • Generated sales leads that develop into new customers• Worked with customer Bids and SOPs to ensure accuracy of tasks• Built sustainable relationships and trust with customer accounts• Followed communication procedures, guidelines, and policies• Assisted customers with questions, inquiries, complaints, or special requests• Followed up on customer interactions in a timely manner• Provided information about products and services• Took, modified or canceled customer orders Show less