Tracy Page Email & Phone Number

Georgina, ON, CA

Aurora, Ontario, Canada

Matheson Constructors is a leading construction firm focused on delivering exceptional construction management, general contracting, design-build and public-private partnerships.

Markham, Ontario, Canada

Markham, Ontario, Canada

Newmarket, Ontario, Canada

• Managed a team of twelve staff, including recruitment, selection, hiring, scheduling, assigning work, determining training and development needs, coaching, and mentoring, conducting performance appraisals.
• Managed Department customer service strategy for the department in conjunction with corporate customer service, IT Services and Access York and ensures that services provided are aligned with the
• Developed and recommended short/long term Department office space and accommodation requirements, strategy and plan, in consultation with Property Services Branch and senior management staff; coordinates with Property.
• Ensured appropriate space is acquired to support information technology, filing, office equipment and office support in selected locations, reception and central records.
• Assisted the Commissioner and Senior Management in developing and implementing a Departmental emergency contingency plan for disruption of services.
• Acted as the Departmental representative on Emergency Management Committee and lead branch representatives in the development of the Department Business Continuity Plans.

Markham, ON

• Business Manager, Administration, Autism ServicesManaged the administrative requirements for the Autism Services Program to ensure the program meets the service objectives; reports to the Vice President of Corporate.
• Managed the business administration unit including: facility management and maintenance, financial management, program recruitment, program design and implementation, operational service delivery, information.
• Supervised six administrative assistants to ensure departmental needs are met.
• Administered Health and Safety training and education to meet agency standards, Ontario Legislation, Acts and Regulations.
• Revamped the orientation process; established and improved policies and procedures for administrative requirements; developed Program Policy and Procedure Manual.STRATEGIC PROJECTS
• Managed the Autism Services office expansion and space planning resulting in the acquisition of an additional 7,754 square feet.

Toronto, Canada

• Multinational business consulting firm delivering value to clients through a unique combination of management and technology solutions and services.
• Directed all aspects of a 23-seat call centre; including, recruitment, call reporting and forecasting, service level management, customer service, and escalation management.
• Improved the call scripting and standardized the data management tools to increase productivity and overall call quality by 15%.

• TEAM MANAGER, CALL CENTRE SALES AND CUSTOMER SERVICE (1999-2000) (2002-2004)Reporting to the Operations Manager, mentored, coached, and was accountable for team statistics for a team of 70 Customer Service.
• Performed and evaluated call monitoring to ensure and promote world class customer service and first call resolution.
• Mentored, coached, and developed staff towards the achievement of strategic operational goals and objectives while fulfilling their career goals.
• Managed day-to-day external client relationship with Recruitment Agency, while creating new policies and procedures for 140 temporary staff. Assisted in the creation of the company’s first call monitoring Evaluation.
• Reduced team absenteeism and increased employee satisfaction and morale, increased team call quality by 10%.STRATEGIC PROJECTS AND MARKETING
• Designed and implemented sales training and incentive program, successfully increasing call upgrades from 3% to 10% within a year.

• RECRUITMENT MANAGER As Recruitment Manager, was responsible for pioneering the largest and most aggressive recruitment strategy within the Call Centre.LEADERSHIP AND EMPLOYEE RELATIONS
• Managed day-to-day external client relationship with Recruitment Agency, while creating new policies and procedures for 140 temporary staff. Assisted in the creation of the company’s first call monitoring.
• Improved the teams Average Revenue per Sale results by 15%.
• Organized and facilitated workshop sessions at the first annual career development week. TALENT MANAGEMENT AND WORKFORCE PLANNING
• Pioneered the largest recruitment strategy, created the screening process, and coordinated training for 400+ Customer Service Representatives.
• Prepared budget and managed financial requirements for over 140 contract staff with an expenditure of approximately $2 million dollars.