Summary
Overview
Work History
Education
Skills
Timeline
OperationsManager

MARGARET CAMPBELL

Angus,Ontario

Summary

Highly enthusiastic result-oriented Operations Manager professional with twenty years direct client interface experience. Proven track record with consistent and continuous professional growth. Eight years experience in call center management. Excellent coach and have helped develop many leaders.

Overview

20
20
years of professional experience

Work History

Operations Manager

HGS Canada
Barrie, ON
03.2017 - Current
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
  • Set, enforced and optimized internal policies to maintain responsiveness to demands.
  • Devised processes to boost long-term business success and increase profit levels.
  • Reviewed shift reports to understand current numbers and trends.
  • Managed teams of 4 - 10 Team Leaders, with Individual teams sizes up to 25.
  • Proactively diagnose and correct areas of opportunity to meet goals of both employer and Client.
  • Key decision maker to ensure success of business within HGS.
  • Track, develop, and evaluate Key KPI Performance Indicator Reports to drive improvement.
  • Coach Team Leaders using recognition and self-discovery methods to achieve high performing team.
  • Conduct interviews and terminations.
  • Liaise between multiple peers, senior leaders, sites, and departments to achieve common goals.
  • Conflict resolution.
  • Reviewing and evaluating/ actions plans for budget performance.

Team Lead

HGS Canada
Barrie
07.2014 - 03.2017
  • Review calls and customer reviews to provide effective coaching for new associates.
  • Manage and support team through performance reviews and career development.
  • Created new processes and systems for increasing customer service satisfaction.
  • Coached team members in techniques necessary to complete job tasks.
  • Prepare and deliver corrective actions, documents of conversations and performance improvement plans. Supporting company policy.

Lead Associate

HGS Canada
Barrie
03.2014 - 06.2014
  • Supporting and developing new hires to feel comfortable in their new roles.
  • Coaching employees on Team Leader behalf.
  • Customer escalation calls.

Customer Service Consultant

HGS Canada
Barrie
09.2013 - 02.2014
  • Developed highly empathetic customer relationships and earned reputation for exceeding sales / retention goals
  • Resolved product issues and shared benefits of new technology Guaranteed positive customer experiences and resolved all customer complaints.

Store Manager

Hollywood Pizza
Barrie
06.2002 - 09.2013
  • Responsible for employee scheduling and conflict resolution, inventory monitoring and ordering supplies.
  • Daily upkeep of the business including cleaning, preparing and quality assuring product and customer complaint management and resolution.

Education

Graduate Certificate - Business Coaching And Development

SwitchGear
Barrie
02.2016

Diploma - undefined

Simcoe District School Board
2014

Skills

  • Administrative Management
  • Team Development
  • Performance Monitoring and Evaluation
  • Conflict Resolution
  • Project Management
  • Creative Problem Solver
  • Relationship Building
  • Managing Financial requirements
  • Time management
  • Excellent facilitator

Timeline

Operations Manager

HGS Canada
03.2017 - Current

Team Lead

HGS Canada
07.2014 - 03.2017

Lead Associate

HGS Canada
03.2014 - 06.2014

Customer Service Consultant

HGS Canada
09.2013 - 02.2014

Store Manager

Hollywood Pizza
06.2002 - 09.2013

Graduate Certificate - Business Coaching And Development

SwitchGear

Diploma - undefined

Simcoe District School Board

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MARGARET CAMPBELL