Andrea Peters
Saint John,Canada
Summary
Results-driven operations management professional with proven expertise in conflict resolution and analytical problem-solving. Demonstrated ability to implement effective operational strategies that enhance performance and ensure safety compliance. Extensive experience in team leadership and customer relationship management, fostering collaboration and continuous improvement. Consistently addresses challenges proactively to deliver impactful solutions.
Overview
27
27
years of professional experience
Work History
Vessel Planner – Operations
DP World Canada
06.2023 - Current
- Ensured efficient loading and unloading of containerized cargo through meticulous planning and coordination.
- Applied optimization strategies to enhance vessel operational efficiency.
- Prepared and executed plans for loading and discharging containerized shipping vessels.
- Monitored vessel operations for efficiency, accuracy, and safety compliance.
- Coordinated daily labor and equipment requirements to achieve cost-effective operations.
- Identified variances and provided solutions to address operational issues.
- Liaised with yard, gate, and rail operations to maximize container yard efficiency.
- Communicated with various stakeholders regarding vessel availability and delays.
Operations Manager
Irving Oil
Saint John
08.2021 - Current
- Scheduled company resources daily to fulfill customer requirements efficiently.
- Prioritized safety and effective asset utilization to minimize costs.
- Aligned team goals with business objectives, promoting continuous improvement initiatives.
- Established performance expectations through clear communication, addressing issues promptly.
- Facilitated issue resolution through strategic planning and prioritization of tasks.
- Executed difficult decisions to align with overall strategy and objectives.
- Managed territory budgets, targets, and resource allocation effectively.
- Cultivated relationships with internal and external customers to enhance retention.
Shift Manager
DP World
05.2022 - 06.2023
- Supervised daily operations, ensuring efficient workflow in shipping and logistics.
- Ensured efficient and safe fulfillment of operational requirements in compliance with safety regulations.
- Oversaw cargo handling efficiency by coordinating staff activities to optimize labor and resource deployment.
- Facilitated effective communication within shift team to foster collaboration and information sharing.
- Demonstrated exceptional interpersonal skills to build relationships and secure buy-in for quality initiatives.
- Utilized sound judgement and analytical thinking for decision-making, project management, and timeline prioritization.
- Applied comprehensive understanding of ship loading operations, cargo stowage, and relevant regulations.
- Exhibited strong people management capabilities with negotiation, influencing, and change management skills.
Team Leader
Irving Energy
Saint John
09.2017 - 08.2021
- Delivered performance feedback and coaching based on quality monitoring results.
- Cultivated positive relationships with internal and external customers to drive repeat business.
- Collaborated with HR to facilitate hiring and onboarding processes for new employees.
- Conducted weekly audits of team logs to verify customer satisfaction levels.
- Enforced company policies to maintain a clean, safe, and welcoming work environment.
- Addressed behavioral issues promptly to uphold team standards.
- Reported on center performance metrics to senior management.
Coach – Senior Residential Account Management
Irving Energy
Saint John
02.2017 - 09.2017
- Delivered coaching and feedback based on audit results, focusing on overcoming customer objections to boost retention rates.
- Performed weekly call audits for Senior Residential Account Managers to meet quality goals.
- Supported real-time negotiations with customers to facilitate prompt issue resolution.
- Reviewed team logs to pinpoint behavior gaps that hindered timely resolutions.
- Managed escalated retention calls when required.
- Strengthened SRAM team's negotiation skills by leveraging insights on competitor pricing strategies.
Senior Residential Account Manager
Irving Energy
Saint John
01.2015 - 02.2017
- Provide excellent customer service and ensure customer satisfaction.
- Build positive working relationships with customers for repeat business.
- Utilize effective listening techniques to understand customers' needs and find solutions to build loyalty.
- Effective use of negotiations to find mutually beneficial solutions for both the customer and the business.
- Identify trends in customer escalations and look for opportunities to enhance current processes to minimize customers at risk.
Hair Stylist
Self Employed
07.2008 - 07.2015
- Managed inventory to ensure consistent supply for service needs.
- Spearheaded revenue growth while overseeing all expenses.
- Directed sales, marketing, and customer service operations.
- Utilized diverse hair cutting techniques for superior results.
- Applied hair colors tailored to customer preferences.
- Addressed customer inquiries and scheduled appointments efficiently.
- Maintained accurate records of services provided.
- Showcased and sold innovative hair care products.
Customer Care Associate
Irving Energy
Saint John
12.2013 - 12.2014
- Handled incoming calls to address customer questions and concerns effectively.
- Processed delivery orders for home heating fuel, including oil and propane.
- Resolved customer complaints regarding billing and service-related issues promptly.
- Promoted additional services such as Protection Plans and Pre Buy programs.
- Achieved or surpassed established targets set by Irving Oil.
After Hours Team Lead
Iron Mountain
02.2013 - 12.2013
- Supervised and motivated after-hours employees to enhance productivity.
- Ensured adherence to company procedures across all staff members.
- Maintained high levels of customer satisfaction through effective service.
- Handled complaints and concerns from customers and employees promptly.
- Updated and maintained accurate customer records for organizational efficiency.
- Answered inquiries, providing accurate information to customers and staff.
Temporary Administrative Assistant
Canada’s Car Mart
05.2010 - 06.2010
- Provided effective secretarial support through efficient telephone handling and visitor engagement.
- Maintained accurate records, files, and databases to enhance information retrieval.
- Screened, sorted, and managed mail flow, ensuring prompt communication.
- Executed printing services and handled general office maintenance tasks.
Team Supervisor
Dealermine Inc
03.2008 - 10.2008
- Supervised and motivated 55 call center staff, enhancing team productivity.
- Conducted hundreds of interviews to fulfill recruitment needs.
- Ensured appointment coordinators adhered to company procedures.
- Arranged meetings between management and appointment coordinators for effective communication.
- Performed performance evaluations and reviews in accordance with company policy.
- Engaged daily with Dealer principals to discuss performance and retention strategies.
- Maintained high levels of customer satisfaction through proactive service.
- Handled incoming calls and made outbound calls regarding vehicle maintenance.
Manager
CPI Corporation
10.2006 - 03.2008
- Trained staff of 4-5, improving overall efficiency and teamwork.
- Executed hiring process by conducting interviews in accordance with company policies.
- Provided outstanding customer service, ensuring positive experiences.
- Developed and modified bi-weekly schedules based on company demand.
- Addressed and resolved complaints from customers and associates effectively.
- Consistently met or surpassed sales targets through focused efforts.
Hostess
Tim Horton’s Donuts
07.1998 - 01.2003
- Delivered exceptional customer service in a fast-paced environment.
- Collaborated effectively within a team to enhance service delivery.
- Employed accurate cash handling methods to maintain financial integrity.
- Prepared various food items following health and safety standards.
Education
Licensed as a Certified Hair Stylist -
Academy of Hair Design
Saint John, NB02.2006
Microsoft Certified Professional -
Advanced Training and Services
Saint John, NB01.2003
High School Diploma -
West Pictou District High School
Pictou, NS06.1997
Skills
- Operations coordination and management
- Container and terminal operations
- Customer relationship management
- Team leadership and conflict resolution
- Critical thinking skills
- Strategic planning and time management
- Multitasking and analytical skills
Timeline
Vessel Planner – Operations
DP World Canada
06.2023 - Current
Shift Manager
DP World
05.2022 - 06.2023
Operations Manager
Irving Oil
08.2021 - Current
Team Leader
Irving Energy
09.2017 - 08.2021
Coach – Senior Residential Account Management
Irving Energy
02.2017 - 09.2017
Senior Residential Account Manager
Irving Energy
01.2015 - 02.2017
Customer Care Associate
Irving Energy
12.2013 - 12.2014
After Hours Team Lead
Iron Mountain
02.2013 - 12.2013
Temporary Administrative Assistant
Canada’s Car Mart
05.2010 - 06.2010
Hair Stylist
Self Employed
07.2008 - 07.2015
Team Supervisor
Dealermine Inc
03.2008 - 10.2008
Manager
CPI Corporation
10.2006 - 03.2008
Hostess
Tim Horton’s Donuts
07.1998 - 01.2003
Licensed as a Certified Hair Stylist -
Academy of Hair Design
Microsoft Certified Professional -
Advanced Training and Services
High School Diploma -
West Pictou District High School