AMY BERGSMA
Ottawa
Summary
Assisted teams in achieving project goals through effective leadership and motivation. Provided exceptional customer service and fostered positive relationships with clients. Utilized Microsoft Office Suite for data management and communication. Maintained reliability and flexibility for business travel using a personal vehicle.
Overview
25
25
years of professional experience
Work History
Quality Team Lead
Accenture Inc
02.2018 - Current
- Serve as Quality Team Lead for a large social media client, utilizing advanced self-management, multitasking, and interpersonal skills. Conduct over 100 quality inspections monthly, resulting in a 15% improvement in compliance with audit standards. Create error trend analysis reports and scorecards and implement immediate action plans for staff not meeting requirements.
- Handled customer service for a gas company, addressing billing inquiries, installations, and emergencies. Achieved recognition for job performance, leading to an at-home agent position and later transitioning to handle inquiries for a major social media client. Demonstrated efficiency in navigating computer systems and multitasking in high-volume environments.
Tim Hortons
05.2014 - 12.2015
- Served beverages and food to customers in a high-paced environment. Supervised employees, disciplined staff, resolved customer issues, managed scheduling, and handled monetary deposits.
Assistant By-Law Officer
The Town of Dunnville
07.2000 - 08.2000
- Collected meter payments and issued parking tickets and citations. Ensured adherence to by-laws and resolved compliance issues promptly, including de-escalating conflicts with the public.
Education
Police Foundations
Niagara College
Welland, ON01.2001
Law & Security
Georgian College
Barrie, ON01.1999
Ontario Academic Credit Diploma - undefined
01.1998
Skills
- Led initiatives to enhance quality management processes, driving continuous improvement
- Strategically adapted to evolving business needs, ensuring alignment with organizational goals
- Oversaw the analysis of quality metrics to inform decision-making and optimize performance
- Directed documentation control efforts to ensure compliance and accuracy
- Cultivated a culture of growth through effective coaching and mentoring
- Championed customer focus, resulting in improved client satisfaction
Languages
English
Native or Bilingual
French
Elementary
Volunteer
Over 30 years volunteering experience
Bluesfest 2025
Backstage Hospitality
City Folk 2025
Performer Hospitality
Marshville Heritage Festival 1988-2019
Catering
Timeline
Quality Team Lead
Accenture Inc
02.2018 - Current
Tim Hortons
05.2014 - 12.2015
Assistant By-Law Officer
The Town of Dunnville
07.2000 - 08.2000
Police Foundations
Niagara College
Law & Security
Georgian College