Barbara Ann Seale
SAINT-LAZARE,QC
Summary
Bilingual Manager (French/English) with over 15 years of leadership experience in customer service, call centers, and operations across diverse industries. Demonstrated success in enhancing customer satisfaction, cultivating high-performing teams, and executing efficiency-focused processes.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Customer Service/Office Manager
Crownring Inc.
Montreal, Quebec
03.2025 - Current
- Streamlined workflows to boost the number of calls taken daily by 45%.
- Developed and executed a quality program to maintain high standards of quality control.
- Implemented enhanced security measures to ensure seamless office operations.
- Developed comprehensive training modules to enhance continuous learning and improve team performance.
- Implemented a structured knowledge-based program to effectively document all operational procedures.
- Developed and organized employee records to accurately track and document key interactions for operational consistency.
Customer Service Manager
Le Groupe Amiel
Laval, Qc
08.2020 - 01.2024
- Developed training materials for new customer service representatives.
- Collaborated with team members to enhance service delivery processes.
- Monitored customer feedback to identify areas for improvement.
- Enhanced customer satisfaction by driving a 42% increase in NPS scores within a 5-month period.
- Conducted performance reviews to provide constructive feedback to staff.
- Designed detailed training modules to support ongoing learning and development in customer service.
- Developed comprehensive employee files to systematically document key interactions.
Customer Service Manager
Confort Expert
Anjou, Quebec
03.2017 - 08.2020
- Implemented a comprehensive new phone system, enhancing communication efficiency for the office and new call center technology.
- Developed and instituted a quality program to elevate customer service standards.
- Designed and delivered targeted training programs to improve call center staff performance.
- Directed office operations at the Ottawa location, optimizing processes and enhancing customer service.
- Developed an employee recognition program to enhance company-wide morale and engagement.
Customer Service Manager
Sears Canada
Ville Saint-Laurent, QC
04.2012 - 01.2017
- Collaborated with team members to enhance service delivery processes.
- Monitored customer feedback to identify areas for improvement.
- Conducted performance reviews to provide constructive feedback to staff.
- Managed the business shutdown process, focusing on efficient resource allocation and stakeholder communication.
Business Analyst
Telus Mobility
Ville Saint-Laurent, QC
10.2008 - 03.2012
- Analyzed customer data to identify trends and inform business strategies.
- Participated in meetings to discuss project goals and stakeholder needs.
- Analyzed existing systems and processes to identify areas of improvement.
- Identified gaps between current state and desired future state operations.
- Gathered feedback from end users regarding usability issues related to applications or systems.
- Assisted customers with inquiries through phone and email communication.
- Resolved customer complaints by identifying issues and providing solutions.
Customer Service Team Manager
Rogers Wireless
Ville Saint-Laurent, QC
08.1991 - 02.2008
- Managed daily operations of customer service team at Rogers Wireless.
- Assisted team with handling customer inquiries and resolving issues effectively.
- Coordinated scheduling to ensure adequate coverage during peak hours.
- Resolved escalated customer complaints in a timely manner.
- Monitored performance metrics to identify areas for improvement in service delivery.
- Identified opportunities for process automation within the customer service department.
- Monitored call center queues to ensure calls were answered promptly and efficiently.
Education
Certificate - Interior Decorating
ICS International
Online03-2008
High School Diploma -
St. Thomas High School
Pointe-Claire, QC06-1986
Some College (No Degree) - Commerce
John Abbott College
Sainte-Anne-de-BellevueSkills
Leadership and team development: coaching, supervision, personnel management, and employee engagement
Operations management: KPI development, process improvement, project management
Customer experience: quality assurance, training, problem-solving, communication
Certification
- CSIA certified downhill Ski Instructor
- ICS licensed Interior Decorator
Languages
English
Native/ Bilingual
French
Native/ Bilingual
References
References available upon request.
Timeline
Customer Service/Office Manager
Crownring Inc.
03.2025 - Current
Customer Service Manager
Le Groupe Amiel
08.2020 - 01.2024
Customer Service Manager
Confort Expert
03.2017 - 08.2020
Customer Service Manager
Sears Canada
04.2012 - 01.2017
Business Analyst
Telus Mobility
10.2008 - 03.2012
Customer Service Team Manager
Rogers Wireless
08.1991 - 02.2008
Certificate - Interior Decorating
ICS International
High School Diploma -
St. Thomas High School
Some College (No Degree) - Commerce
John Abbott College
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