Brandi Lawson

• • Lead team member for Complex and Facility Validation Assist in creation of Data standards related to creation and maintenance of Complex and Facility information in Registration and Booking System
• • Work with parallel projects and work streams to align Data Standards where possible
• • Review and analyze current Complex and Facility Data architecture
• • Assist in creation of Validation Project Methodologies including stakeholder engagements, communications documentation of project and sustainment models
• • Successful in obtaining methodology approval from Senior management after first run through presentations, analysis of data metrics and user stories to promote need for this work to be done in this way
• • Schedule appropriate stakeholder meetings to validate Recreation, Parks and Culture spaces
• • Document validation outcomes on excel master file, maintain regular update and secure storing of file for future system implementation
• • Apply lessons learned and frequently asked questions to updated project materials and documentation
• • Assisting in creation of data sustainment process to keep thousands of lines of validated data up to date and refreshed on regular basis
• • Update current system to remove duplicative and unnecessary information to improve searchability in system for both clients and staff
• • Implement data into new registration and booking system to provide clear simple streamlined representation of Parks Recreation and Culture spaces
• • Contribute to Operational Steering Committee, Supervisor Reference Group, Business Technology Network meetings to ensure stakeholders informed and to ensure efficiencies across Divisional projects

· Directs and manages over voting places and staff in assigned ward in accordance with the Municipal Elections Act,

· Manages, trains, schedules and evaluates staff in varying levels of responsibility including Assistant Ward Managers, 20-30 Supervisors, Ward Centre Supervisors, and Ward Centre Support Staff for both Advanced Vote and Election Day.

Resolves issues and handles difficult situations on Election Day, including addressing issues relating to candidates and scrutineers in voting places. Liaises with Supervisors, Voting Place Staff, and Election Central, as required

• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Created customer support strategies to promote use of online and self serve channels
• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Managed department call volume of 450 calls per day and coordinated department schedules to maximize coverage during peak hours.
• Analyzed trends and data to inform decision-making and program development.
• Created and managed budgets, efficiently allocating resources for social and community service projects.

• Subject Matter Expert representing Client Services on the (RBT) Supervisor Reference Group; providing expertise related to CLASS Program Registration & Facility Booking processes, policies and Client Services Call Centre Function within the Registration & Booking Transformation Project

• Strategic and conceptual thinking skills with ability to propose and explain procedures, processes and steps to efficiently deliver services and programs demonstrated as the lead for Client Services in the development, implementation, communication and training of staff City Wide in a new waitlist management process and the inclusion of the Jr Golf Memberships being sold in CLASS by Client Services to ensure removal of financial barrier, to include the use of the City's Recreation Subsidy Welcome Policy Program towards this activity

• Lead Client Services Supervisor for PCI Compliance implementation; working with Finance, I&T, Standards & Innovation, Quality Assurance and Telecom to develop and implement processes and communicate policies determine requirements and identify gaps, while leading staff training to become Payment Credit Card Industry Standards compliant with respect to how payments were taken, recorded, refunded, and communicated for within Parks Forestry and Registration

• Ability to support the Toronto Public Service Values to ensure a culture that champions equity diversity and respectful workplaces and to serve the public well, as proven by the removal financial barriers to improve equity to families in low income situations through building and implementing the Third Party Billing Process, within CLASS; as well as leading Client Services representation on the implementation of gender optional business process improvements to existing forms, webpages and systems.

• Provide strategic leadership, managing key divisional priorities, develop and implement service standards, fiscal management strategies, and effective operational plans in consultation with other City divisions, government agencies and community stakeholders.

• Researched, planned, implementation and facilitation of the training for the Program Maintenance Refresher Guide through analytical review of current process causing pain points and data analysis of compliance reports, identifying Business Process Improvement towards full compliance motivating staff to Corporate Standard of business and technical requirements, and timelines

• Understanding of the City of Toronto strategic areas related to poverty reduction with a focus on removing existing financial barriers within PFR Service Delivery areas such as Jr Golf Memberships, Aquatic Leadership and the use of space by underrepresented groups requiring fee waiving or access to grants, equity, ensuring that clients are supported to meet their needs to gain access to program and service delivery; The lead for Client Services on the Reconciliation Action Plan working group, addressing barriers and colonial practices embedded in our policies, processes and practices in order to better serve Indigenous residents in Toronto.

• Provide real time analysis of CLASS data, reports registration and permit trends to stakeholders and recommend strategies to improve registration process and program and permit uptake

• Reviews CLASS user fees and ensures the fees are accurate with the user fee By Law and policy.

• Client Service lead in projects related to Corporate IT upgrades, Policy and Strategic Planning and Customer Service issues.

• Develop, maintain and nurture partnerships with internal and external partners, agencies, organizations, financial stakeholders, and other divisions of Toronto Public Service (TPS), Toronto Public Health (TPH), Toronto Catholic District School Board (TCDSB), Toronto District School Board (TDSB), Business Improvement Areas (BIAs), Toronto Employment and Social Services (TESS)

• Ensure effective and efficient inbound Call Centre and Public Email account operations on a daily basis for permits, registration and PFR general enquiry through the use of Cisco Finesse Software and Outlook to monitor all agents, call talk times, client wait times, number of calls answered and average speed of answer to maintain a continuous awareness of staffing requirements through Analyses of these metrics and to project future staffing requirements, monitoring human resources to meet City and Divisional business customer services standards in managing call/email volumes

• Responsible for sales, processing, administration, cash collection and related reporting for all program registration and facility permitting payment transactions while meeting PCI Standards in use of Moneris Pin Pads, Analog telephony where credit card information is relayed over the phone, recording of payments on Moneris Pin Pad in CLASS and reconciliation of the payment taken & recorded between Moneris and CLASS.

· Subject Matter Expert representing the Customer Service Unit for first iteration of the Class Replacement Project, "Making it Better", reporting as an expert on "As-Is" CLASS functionality and proposing further development for software efficiencies in a Web-based Registration/Facility Booking system

· UAT Testing as a Subject Matter Expert for semi-annual MIB Enhancements for registration, reporting glitches, expected results, and processes gaps requiring further enhancements

· Member of a cross-sectional focus group for Facilities Master Plan representing Registration and Customer Service operations, programming and planning

· Developed a plan and process to increase revenue of Third Party Billing receivables to over $200,000 providing service to over 1000 clients with over 60 Agencies including review of information management related to Third Party Billing.

· Project Lead in collaboration with Recreation in planning, developing, coordinating, implementing and facilitating Welcome Policy Conversion Training for all Recreation & Customer Service Staff, Welcome Policy transitioned from a Program based Subsidy Model to a Subsidy Dollar Model.

· City-wide Registration lead for CLASS system Upgrades and QA Load Testing collaborating with IT regarding processing times, functionality and user experience in Test Environment, including the development and facilitation of training and training materials and implementation for CLASS upgrades from CLASS rollout pre­ amalgamation to CLASS version 8.0 in late 2015

· Proven superior analytical skills pertinent to managing data related the creation/maintaining of recreation programs in the registration system

· Fully accountable city-wide Team Leader for Duplicate Registration project. Assisting in the policy development to prevent clients from being registered in two recreation programs during overlapping times, coordinating staff to follow up with external clients regarding equitable practice for registration of City of Toronto programming

· Provided leadership and decision making in developing the registration systems and recommending processes to maintain and manage the program budget to meet the requirements of Provincial Funding Standards, developed and maintained the attendance reporting system for 30 ARC locations to meet further expectation of Provincial Funding Standards & Requirements

· Designated as Senior Staff to supervise, direct and authorize daily job duties of multidisciplinary team including Part-Time and Full-Time Customer Service Representatives

· Analyze Call Centre function on Call Centre Management Information System and Cisco Call Centre applications with respect to data management, analyzed statistical reports to budget and plan for upcoming staffing requirements for peak registration periods and prepare and report registration and Call Centre statistics to Management.

· Recruit, train and schedule Call Centre staff and In Person Registration staff for ongoing and peak registration support, schedule breaks and lunches for these staff according to the Collective Agreement, Labour Legislation requirements and Corporate policy , prepare payroll while monitoring casual budget

· Maintain and develop systems in place for Supervisor to monitor Part-Time unionized staff activities, work with employee and Supervisor to resolve conflict regarding failure to report, shift expectations, communicate expectations of unionized staff and how to move forward successfully per the Collective Agreement, Labour Legislation and AODA customer service and workplace compliance

· Prepare correspondence in response to Customer Service and related Parks, Forestry and Recreation inquiries. Manage escalated issues and concerns received from Councillor's, General Manager's Office, Mayor's Office, resolving issues where possible and recommending business process improvements and/or review where necessary as related to these matters

· Working independently as well part of the Permit Officer team to collect and review applications to ensure membership, not-for-profit status and insurance documentation meet the criteria for City of Toronto Ice and Sport Field Allocation Policies, extensive experience using the facility booking system to book and issue sport field and ice rental permits

· Work collaboratively with external permit partners such as Arena Boards of Management, Sports Governing Bodies, Sports Agencies, School Boards, commercial and private groups

· Ensure equitable entitlement of allocated ice and sport field time based on historical use, application and Allocation Criteria being met

· Resolve conflict between permit holders, ensure compliance to safety regulations, City by-laws and guidelines

· Lead role in guiding Community Recreation staff in best practice when issuing permits while complying to Corporate Standards as well as acting as a Permit System expert to assist in resolution of technical difficulties