Bobbi Kozak
Manager
Chilliwack,Canada
Summary
To provide leadership and direction to an account in order to optimize operations, maximize client and customer satisfaction, develop fulfilled associates, and deliver financial results.
Overview
23
23
years of professional experience
Work History
Team Manager
Stream Global Services/ Concentrix Global Services
Chilliwack, British Columbia
09.2006 - 09.2024
- Accountable for managing attendance, payroll, and performance, morale and many other duties of a team ranging from 25-40 support professionals
- Provided coaching and development, in the form of constructive feedback and positive re-enforcement, to team members
- Responsible for direct interaction with the client through meetings and conference calls
- Conducted various presentations to the Senior Management team in an effective manner
- Worked independently, with little to no supervision or guidance at most times
- Developed and implemented team-building strategies to promote collaboration and cohesion.
- Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees.
- Created a positive work environment by setting clear expectations and providing resources necessary for success.
- Ensured adherence to company policies, procedures, regulations and laws while maintaining an ethical workplace culture.
- Resolved conflicts between team members in a timely manner to maintain harmony within the team.
- Conducted regular meetings with staff to discuss progress on projects, provide updates on changes in policy or procedure, and address any issues that need to be addressed.
- Provided guidance, coaching and mentoring to individual team members as needed to help them reach their full potential.
- Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
- Analyzed data from various sources such as customer surveys or market research studies to inform decisions about product development or customer service initiatives.
- Established effective communication channels between departments to ensure information is shared accurately and efficiently.
- Set objectives for teams based on organizational goals; monitored performance against targets; provided feedback and took corrective action when needed.
- Developed initiatives designed to improve employee engagement levels; organized events such as potlucks or outings.
- Maintained accurate records of personnel files including payroll information; updated employee records upon changes in status or position.
- Prepared reports detailing staff performance metrics such as productivity levels or customer satisfaction ratings.
- Evaluated existing systems and procedures for effectiveness; identified opportunities for improvement; developed plans for implementation.
- Motivated team members to consistently achieve or exceed performance expectations.
- Oversaw daily workloads and workflow for smooth operations.
- Set goals for performance and deadlines to comply with company plans and vision.
- Delegated work assignments and prioritized tasks.
- Led regular team meetings to communicate current business trends and relevant updates.
- Analyzed and measured employee performance, taking appropriate disciplinary action or recognition based on work performance.
- Coached team for success by using corrective action processes.
- Conducted regular employee performance evaluations to offer constructive feedback and solutions to propel improvements and growth.
- Managed team budget and resources efficiently, reducing costs while maintaining high-quality standards.
- Enhanced team communication through the introduction of new collaboration tools, improving project coordination.
- Oversaw the recruitment, onboarding, and training of new team members, ensuring a quick adaptation to company standards.
Trainer/Quality Control Technician
Concentrix
Chilliwack, British Columbia
07.2017 - 01.2020
- Designed and developed training materials for new employees in the organization.
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
- Provided feedback on employee performance based on observed results during training sessions.
Program Team Manager
Stream Global Services
10.2009 - 08.2011
- Responsive and effective client communication to build a strong relationship
- Overall management of the adCenter Services Team operations
- Analyze customer satisfaction data to determine key opportunities to maximize loyalty
- Assist Team Managers with both client and employee relations issues
- Facilitation of the employee rewards program to incent exceptional results
- Coaching of other team managers to facilitate growth in their roles
- Successful management of labor cost to support achievement of financial results
- Escalation point of contact for both client and employee relations
- Conduct weekly meetings with team members, and weekly and monthly business reviews with the client
Support Professional
Stream Global Services
08.2001 - 09.2006
- Team Lead for Case Manager Team
- Tracked revenue for the site in regards to sales
- Implemented sales incentive program, as well as oversaw the daily implementation of the program
- Weekly conference calls with the clients to ensure all targets were met that were set in place
- Provided support to Case Managers as well as Team Manager's
- Regularly reviewed key sales metrics with the client through meetings and conference calls
- Completed five weeks of training on operating systems and ISP's
- Customer service skills, trouble shooting skills, and connectivity issues
Education
GED -
Concentrix University
Chilliwack, British ColumbiaRSI CERTIFIED -
RETENTION SPECIALIST INC
QFS TRAINING -
Skills
- Microsoft Office 2007
- Windows 95
- Windows 98
- Windows ME
- Windows XP
- Windows NT
- Windows 2000
- Internet Explorer
- Lotus Notes
- Typing
- Customer service
- Reception
- Telephones
- Handling cash
- Filing
- Operating office equipment
- Honest
- Adaptable
- Quick learning abilities
- Dependable
- Energetic
- Motivated
- Team player
- Excellent multi-tasking skills
- Employee Scheduling
References
Available upon Request.
Timeline
Trainer/Quality Control Technician
Concentrix
07.2017 - 01.2020
Program Team Manager
Stream Global Services
10.2009 - 08.2011
Team Manager
Stream Global Services/ Concentrix Global Services
09.2006 - 09.2024
Support Professional
Stream Global Services
08.2001 - 09.2006
GED -
Concentrix University
RSI CERTIFIED -
RETENTION SPECIALIST INC
QFS TRAINING -
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