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 Services for office re-locations and acquisitions including space design, furniture acquisition, phones, office equipment and information technology requirements. • 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. • Provided strategic advice to the departmental Senior Management Team regarding status of continuity plans and readiness for deployment; coordinates the testing and maintenance of these plans on an on-going basis.

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 Services and Chief Financial Officer. LEADERSHIP AND EMPLOYEE RELATIONS• Managed the business administration unit including: facility management and maintenance, financial management, program recruitment, program design and implementation, operational service delivery, information management and customer service. • 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.• Liaised with contractors for repair and maintenance of property. • Provided ongoing quality improvement: design and implement new systems and processes to enhance service delivery and improve client information management systems.• Managed and maintained the facilities of six client service locations across York Region.COMPLIANCE AND RISK MANAGEMENT • Led the planning, execution and implementation of the Ontario Legislative changes such as Health and Safety Awareness Training for Supervisors and Managers, in addition to the new Accessibility for Ontarians with Disabilities Act (AODA). • Drove and led the charge to ensure program compliance resulting in the establishment of the Autism Services Joint Health and Safety Committee.• Lead the Joint Health and Safety Committee as an Employer Co-Chair and a certified member.

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 Representatives. LEADERSHIP AND EMPLOYEE RELATIONS• 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.• Improved the teams Average Revenue per Sale results by 15%.• Created and managed outbound customer service initiatives which included project scope documentation, training, and call scripting. • Designed, executed and managed various outbound initiatives while encompassing recruitment, training, script development, one-on-one coaching of staff all within the budget constraints for the program. • Designed facilitated training and coaching modules for new Team managers to promote time management, organizational skills, and prioritization.TALENT MANAGEMENT AND WORKFORCE PLANNING • Prepared budget and managed financial requirements for over 140 contract staff with an expenditure of approximately $2 million dollars.• Created and managed an interview screening process to ensure consistency and quality in recruitment.• Achieved the lowest attrition rate with Bell ExpressVu among contract staff of less than 20%.

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 Evaluation..STRATEGIC PROJECTS AND MARKETING • 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.• Created and managed an interview screening process to ensure consistency and quality in recruitment.• Achieved the lowest attrition rate with Bell ExpressVu among contract staff of less than 20%. • Created a post-mortem analysis of key learnings, including an attrition report and recommendations for future recruitment.