Barb Tighe
Milverton,Canada
Summary
Experienced manager and problem-solver adept at fostering teamwork, providing leadership, and motivating others. Possesses strong customer relations skills and the ability to build lasting relationships. Utilizes independent decision-making and sound judgment to drive positive outcomes for the company. Committed to leveraging training, monitoring, and morale-building expertise to enhance employee engagement and elevate performance levels.
Overview
31
31
years of professional experience
Work History
Manager
Metal Signs Canada
06.2019 - 05.2024
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
Business Solutions Consultant –
Sun Life Financial
12.2000 - 06.2015
- Previous chair of the best practice meetings which involves all senior management within ISO
- Project management practices, software development methodology, project accounting concepts
- Participates in interviewing of new hires
- Working independently and coordinating the work of others on multiple, concurrent tasks with tight deadlines and other constraints
- Tact, diplomacy, facilitation skills, and assertiveness in dealing with people of varying expertise levels throughout the organization, while maintaining confidentiality and achieving consensus
- Designing effective Internet content, presentations, and materials for training of staff
- Researching industry best practices, and designing, developing, and implementing process improvements
- Defining business requirements, setting strategies to address business needs
- Work with Individual lines of business to design and implement business processes to be used by the ISO and Shared Services teams
- As the business expert analyst work with process owners, team leaders, process coordinators and managers to implement and maintain processes for the Individual service Centre and Shared Services teams
- Ensure each process adheres to the Individual division operating model and principles to provide a consistent service experience
- Partner with business areas to ensure the best possible service experience is delivered with each process
- Defining business requirements to move product support to the business areas
- Monitor and analyze various data streams to identify areas for improvement
- Actively participate in projects/meetings representing the ISO business areas
- Understanding the needs of customers, CSF and Wholesale advisors
- Maintain knowledge not only on the CSW (Customer Service Workbench), but also on web applications, MS Office Suite products (Word, Excel, PowerPoint, Project)
- Measuring customer-service satisfaction levels and identifying opportunities for improvement
- Experience through projects with risk management and process of both compliance and taxation
- Coordinated support responses to customer issues, verifying closure of concerns and correction of deficiencies.
- Drafted integration plans to ease assimilation of products into customers' business infrastructure.
- Performed detailed research of customer business structures to accurately tailor [Product or Service] to unique needs of each.
- Performed proof of concept demonstrations, instructing potential customers on benefits of [Product or Service].
- Defined and described logistics of proposed projects to customers.
- Developed and maintained long-term relationships with clients, fostering strong service bonds and encouraging return patronage.
- Developed post-sale technical processes for installation and technical support.
Customer Service Representative
Sun Life Insurance Company
08.2006 - 03.2015
- Completion of work on CSW system including Tier 1 and some Tier 2 roles
- Death claim processing, system messages, EFT returns
- Investigation of Customer and Advisor inquiries
- Have knowledge of Ingenium and LA systems
- Familiar with both savings and RRIF products
- Experience training on roles I am familiar with
Business Expert
Sun Life Insurance Company
12.2000 - 08.2006
- Handle all questions and complaints from the various internal and external clients through 4 email databases and multi line phone system
- Assists with Bulk distribution by meeting with clients, preparing distributions and managing staff
- Data entry, performs general clerical duties such as billing, filing, budget transactions, photocopying, faxing and courier
- Technical knowledge of Oracle, JD Edwards, journal entries, monthly chargeback’s and ISA online ordering systems
- Knowledge of the wholesale and marketing business lines by placing all the supply orders for various external companies across Canada
- Primary contact for maintaining, troubleshooting, documenting and resolving issues surrounding the ordering website while providing accurate inventory data and integrity
- Prepare monthly reports for different business areas to use to evaluate products
- Maintains office equipment and supplies
- Contributes to project work and research
- Plan and coordinate departmental lunches and parties
- Looks for ways to improve and enhance customer service and office procedures
- Member of the Crisis Management team, providing assistance in case of emergency or disaster
Cashier, Deli Clerk
Price Chopper, Maxi and Co, Loblaws
07.1993 - 12.2000
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Helped customers complete purchases, locate items, and join reward programs.
Education
No Degree - Psychology And Socialilogy
University of Waterloo
WaterlooSkills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Cross-Functional Teamwork
- Product Management
- Teamwork and Collaboration
Languages
English
Native or Bilingual
Timeline
Manager
Metal Signs Canada
06.2019 - 05.2024
Customer Service Representative
Sun Life Insurance Company
08.2006 - 03.2015
Business Solutions Consultant –
Sun Life Financial
12.2000 - 06.2015
Business Expert
Sun Life Insurance Company
12.2000 - 08.2006
Cashier, Deli Clerk
Price Chopper, Maxi and Co, Loblaws
07.1993 - 12.2000
No Degree - Psychology And Socialilogy
University of Waterloo
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