Summary
Overview
Work History
Education
Skills
Certification
Hobbies & Interests
Additional Information
Timeline
Generic

Alice Shin

Burnaby,BC

Summary

Experienced leader who thrives in fast paced Customer centric team environments with a vast background in industries from Telecommunications, Healthcare, Health Benefits, Cannabis, Retail, Higher Education and Tech. A self starter with a visionary approach to operations to support startups in their Customer Support model. Expertise in operational excellence focused on optimizing Customer Experience while developing a high performance team culture.

Skilled in Business Process, Strategic Operations Management, Analytical Skills, Coaching, and Sales. Passionate about motivating, inspiring and developing team members to become future leaders fostering a collaborative supportive work environment.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Manager Data Services

Global Relay Communications
02.2023 - Current
  • Increased department productivity and business continuity with department restructuring which included new job titles and responsibilities; in addition to working with HR to establish new job bands and progression model to promote employee development.
  • Cross-trained existing employees to maximize team agility and performance.
  • Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
  • Developed and implemented strategic plans focused on culture driven operational excellence to promote scalable growth and succession planning to develop future leaders.
  • Initiatives include Team Building workshops, Vision Mission & Values reset, Leadership Program, Coaching Program and Quality Assessment Program.

Senior Manager, Integrated Service Centre

UBC
07.2020 - 11.2022
  • Responsible for startup operations of newly formed Integrated Service Centre, Service Desk Team supporting internal users of Workday ERP.
  • Developed strategy to hire, train, lead and support all members of the ISC Service Centre Team.
  • Executed on all operational and day to day requirements for new ISC contact centre, supporting new Workday ERP system for both Vancouver & Oakanagan campuses.
  • Developed systems, reports, tools & metrics to support the day to day operations of the team and department.
  • Established Strategic Objectives including KPI's and targets for Department and roles.
  • Developed, initiated coaching and development framework to inspire high performing culture with a strong customer focus.
  • Worked with internal partners to develop processes and training to support various business areas.
  • Liaised with UBC Departments and Faculties to address concerns to enhance support experience.

Service Director

Vivreau Water Systems
02.2020 - 03.2020
  • Responsible for overseeing Fulfillment, Service and Technical teams in supporting Sales and Service requirements.
  • Provided strategic vision, leadership and guidance to team of Managers to develop foundational excellence and implement areas of change.
  • Developed reporting, tools, processes, KPI's and systems to support and analyze department performance.
  • Provided internal reporting to Senior Leadership team.

Head of Customer Service

Zenabis
03.2019 - 01.2020
  • Provided strategic vision, leadership and guidance to develop contact centre foundations to propel business requirements for the now and future.
  • Developed strong relationships with Department heads to work cross functionally to track all customer pain points and determine areas of opportunities to improve organizational effectiveness and customer support requirements.
  • Set client service standards and strategy for each account, with specific KPIs to meet and exceed targets.
  • Created reporting, training and processes where needed to ensure the success of the department as it relates to exceeding all customer expectations of world class service.
  • Reviewed, analyzed contact centre operations to partner with IT to implement and/or develop solutions to promote operational efficiency and continuous improvement.
  • Coordinated with Marketing & Product teams to drive product refinement and development for existing clients.
  • Reported and presented all quality incidents to provide analysis on product quality and production execution.

Quality Lead, BC Cannabis Stores

BC Liquor Distribution Branch
05.2018 - 02.2019
  • Assisted in the startup Contact Centre Operations for BC Cannabis Stores.
  • Developed and implemented Quality methodology, process and procedures for start up of new Contact Centre.
  • Responsible for hire, training and coaching of Quality Agents and Contact Centre Agents in providing the best in class customer experience.
  • Key Department contact in charge of all Contact Centre training initiatives for new hire classes, working closely with Contact Centre Manager to ensure successful onboarding program for Contact Centre Agents.
  • Oversight of all Quality Monitoring process of all operational areas to ensure consistency and fairness in evaluation process.
  • Developed appropriate KPIs, utilizing performance management tools and systems to ensure proper reporting, analysis of overall Contact Centre Quality performance.
  • Analyzed data, developed and delivered reports to business partners providing feedback on call monitoring observations and trends; recommend process improvements and/or coaching and training to promote continuous improvement.
  • Created, developed and implemented coaching program and process to foster positive, collaborative and supportive work environment promoting employee engagement and development.
  • Partnership with cross functional teams and departments to ensure consistency, collaboration of business processes.

Head of Client & Customer Support

LifeLabs
08.2013 - 06.2017
  • Responsible for all areas of the organization's Support Teams, working closely with Team Leads to focus on efforts to enhance customer experience — supporting patients, Health Care Providers and Health Authorities both in BC and Ontario with SaaS solution based platforms.
  • Reporting to the COO and working alongside cross-departmental leaders to recommend, develop, and initiate new processes to support strategic objectives, corporate goals and organizational growth.
  • Reviewed, analyzed and implemented new department tools and systems to promote operational efficiency and information sharing.
  • Identified and prioritized system enhancement requests with Development/IT Leads to ensure department, business and client needs are satisfied.
  • Working closely with clients and inter-company leaders to provide timely and effective responses to address all escalated customer concerns.
  • Tracked, compiled and present monthly Service Level reporting to external clients.
  • Provided guidance, support and coaching to department Team Leads and team members, managing all employee concerns in a positive and supportive manner.
  • Worked with HR and Team Leads to standardize on-boarding, training and performance review structure to promote employee satisfaction, engagement and development.

Education

Bachelor of Arts - Communications

Simon Fraser University
Burnaby, BC
09.1995

Skills

  • Strategic Planning
  • Team Development
  • Interpersonal Communication
  • Decision-Making
  • Staff Training and Development
  • Team Leadership
  • Complex Problem-Solving
  • Sales Techniques
  • Cross-Functional Teamwork
  • Customer Relationship Management (CRM)
  • Process Improvement
  • Training and Development
  • Adaptability and Flexibility

Certification

Lean Six Sigma Yellow Belt

Hobbies & Interests

Volleyball, Golf, Softball, Skiing, Hiking, Baking, Cooking, Volunteering.

Additional Information

I enjoy volunteering whenever I can. I am currently a Mentor with Dress For Success as part of their Professional Women's Group. I have recently signed up to volunteer with Make a Wish Foundation as a fundraiser, helping to make wishes come true. I also enjoy being part of work committees which promote Employee Engagement and Diversity, Equity and Inclusion..

Timeline

Manager Data Services

Global Relay Communications
02.2023 - Current

Senior Manager, Integrated Service Centre

UBC
07.2020 - 11.2022

Service Director

Vivreau Water Systems
02.2020 - 03.2020

Head of Customer Service

Zenabis
03.2019 - 01.2020

Quality Lead, BC Cannabis Stores

BC Liquor Distribution Branch
05.2018 - 02.2019

Head of Client & Customer Support

LifeLabs
08.2013 - 06.2017

Bachelor of Arts - Communications

Simon Fraser University

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Alice Shin