Amanda Guida
Woodbridge,ON
Summary
Proven leader in continuous improvement through Lean Innovation, adept at driving positive change and inspiring excellence within teams. Resourceful in identifying and resolving problems, while effectively interpreting and coordinating statistics and data reports in fast-paced and high-pressure environments. Recognized as a clear and refined communicator, both orally and in writing, with astute interpersonal skills that foster effective collaboration with internal and external stakeholders, including associations, Mayor and Members of Council, Senior Management, management staff, and the public. Upholds the highest level of personal and professional integrity.
Overview
23
23
years of professional experience
Work History
Manager, Business and Citizen Experience
City of Vaughan
11.2022 - 01.2024
- emonstrated progressively responsible experience at a senior supervisory level, overseeing public works operations and staff
- Strong ability in delivering a broad range of customer service areas and corporate customer service strategies within a municipal environment
- Advanced interpersonal, written, and verbal communication skills combined with well-developed interpersonal skills to build relationships with stakeholders and business partners within and outside the organization
- Leveraged systems and technology to enhance customer service delivery, with a thorough understanding of technological applications, key metrics, and statistical indicators in a complex multi-channel service environment which included the planning, design and implementation of CRM work order management system
- In-depth experience handling sensitive and confidential issues involving members of the public, council, and senior leaders
- Strong experience with survey techniques, public consultation processes, and analytics, along with robust problem-solving and conflict resolution skills
- Well-developed customer service orientation, public relations, consultative, organizational, analytical, and project management skills
- Extensive experience in change management practices, leading and facilitating change within call center and customer service operations, supporting internal business changes such as new services, service level adjustments, and adoption of new technologies and processes
- Developed and implemented policies and procedures, contributing to corporate strategic objectives with integrated customer service strategic plans, and preparing both ad hoc and scheduled reports for internal audiences, council, and the public
- Proficient in the use of MS Office Suite (Word, Excel, PowerPoint, Outlook) and related communication technologies, including voice communications and call center-specific software
- Thorough knowledge of budget preparation and management, staffing, and resource scheduling
- Understanding of financial management and business planning in a customer service and call center environment
- Knowledge of relevant legislation, bylaws, and legal proceedings, with proficiency in interpreting legislation such as the Accessibility for Ontarians with Disabilities Act (AODA), Municipal Freedom of Information and Protection of Privacy Act (MFIPPA), Occupational Health and Safety Act and Regulations, Employment Standards legislation, and administrative bylaws
Supervisor of Public Works Administration
City of Vaughan
05.2013 - 11.2022
- Supervised and coordinated the daily operations of public works for up to 20 staff, ensuring efficient support for public works activities and projects
- Managed a team of administrative staff, providing training, guidance, and performance evaluations to maintain high productivity and accuracy
- Developed and implemented administrative procedures and policies to streamline workflows and improve departmental efficiency
- Managed the Dispatch and After Hours Call Services 24 hours, 7 days a week
- Ensured accurate maintenance of records and documentation, including work orders and project progress reports
- Developed and prepared annual budget and participated in delivery, management, tracking and auditing of departmental expenditures
- Handled inquiries and resolved issues from residents, businesses, and other departments with professionalism and discretion
- Ensured compliance with municipal policies, regulations, and legislation in all administrative activities and processes
- Provided administrative support for all programs, special projects and initiatives
- Managed procurement processes for safety clothing, office supplies, equipment, and services, maintaining adequate inventory levels and ensuring cost-efficiency
- Facilitated communication and collaboration between other departments within the City of Vaughan, fostering a cohesive working environment
- Managed the billing inquiries and trouble shooting for water charges through Alectra and internal Finance Department
Executive Assistant to Commissioner of Engineering and Public Works
City of Vaughan
04.2001 - 05.2013
- Managed the daily operations and administrative functions of the Commissioner's office, ensuring efficiency and effectiveness
- Coordinate and scheduled high-level meetings, appointments, and events for the Commissioner, including preparation of agendas and meeting minutes
- Served as a liaison between the Commissioner, the mayor's office, members of council, external stakeholders, and the public, facilitating clear and timely communication
- Assisted in the preparation, review, and distribution of official documents, reports, and correspondence
- Conducted research and compiled data to support the Commissioner in decision-making processes and project planning
- Managed and organized confidential files and records, ensuring compliance with municipal policies and regulations
- Oversaw special projects and initiatives as assigned by the Commissioner, ensuring timely completion and adherence to objectives
- Lead various special projects which involved the preparation of budgets, expense reports and financial documents
- Provided administrative support to other senior management and department heads within the Engineering and Public Works department as needed
Education
Masters Certificate - Municipal Leadership
Schulich School of Business, York University
Executive Municipal Leadership Program -
AMCTO
Green Belt Certified -
LeadingEdge Group
Business Administration Program -
Seneca College
High School -
Thistletown Collegiate Institute
Skills
- Customer service excellence
- Customer relationship management (CRM)
- Team leadership
- Staff training and development
- Strategic planning
- Time management
- Complex Problem-solving
- Financial management
- Contract management
- Verbal and written communication
Accomplishments
- Supervised team of 17 staff members.
- Achieved online access to permits, applications, service requests by introducing interactive, easy to complete, with internal processes incorporated for review, approvals, issuance and payment options.
- Documented and resolved unaccounted water loss/theft which led to $500,000 recovered revenue.
- Achieved Contract management within budget by completing close follow up and with accuracy and efficiency.
- Collaborated with many team members within the Portfolio on the development of several projects that enhanced and improved customer experiences (internally, externally and the residents).
Volunteer Experience
- Co-Chair of School Council, Father John Kelly Catholic Elementary, 2006-2014
- Parent Council Member, St. Mary of the Angels Catholic Elementary, 2012-2020
Languages
English
Full Professional
Timeline
Manager, Business and Citizen Experience
City of Vaughan
11.2022 - 01.2024
Supervisor of Public Works Administration
City of Vaughan
05.2013 - 11.2022
Executive Assistant to Commissioner of Engineering and Public Works
City of Vaughan
04.2001 - 05.2013
Executive Municipal Leadership Program -
AMCTO
Green Belt Certified -
LeadingEdge Group
Business Administration Program -
Seneca College
High School -
Thistletown Collegiate Institute
Masters Certificate - Municipal Leadership
Schulich School of Business, York University
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