Carmen Munro
Edmonton
Summary
Dynamic Customer Experience Manager with a proven track record at Parkland Fuel Corp., enhancing customer satisfaction through innovative training programs and effective change management. Skilled in data analysis and team building, I successfully streamlined operations, fostering cross-functional collaboration to achieve business objectives and elevate service quality.
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
18
18
years of professional experience
Work History
Customer Experience Manager
Parkland Fuel Corp.
06.2019 - Current
- Drove a culture of continuous improvement by encouraging employee feedback and implementing changes as needed.
- Developed comprehensive onboarding and training programs for new employees, accelerating their integration into the team environment.
- Established effective communication channels, fostering strong relationships between team members and departments.
- Streamlined operations processes for increased efficiency and enhanced customer experiences.
- Mentored team members in developing their skills and advancing their careers within the organization.
- Improved customer satisfaction ratings by implementing new training programs for staff.
- Facilitated change management initiatives, ensuring smooth transitions during organizational restructuring efforts or process overhauls.
- Conducted regular audits of internal processes to maintain compliance with regulatory requirements.
- Led cross-functional teams to drive process improvements and achieve business objectives.
- Introduced new technologies to optimize operational efficiency and improve overall customer experience.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Assisted in recruiting, hiring and training of team members.
- Reduced operational risks while organizing data to forecast performance trends.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
Assistant Customer Experience Manager
J Ennis Fabrics International
07.2017 - 06.2019
- Exceeded target customer satisfaction scores consistently by closely monitoring team performance and recommending improvements as necessary.
- Coordinated cross-functional projects designed to enhance the overall quality of services provided across all touchpoints within the organization.
- Assisted in the development of performance metrics for monitoring team productivity and effectiveness.
- Analyzed customer feedback and collaborated with other departments to implement improvements in product offerings and services.
- Implemented strategies to reduce call wait times, improving overall customer experience.
- Enhanced customer satisfaction by addressing and resolving escalated issues in a timely manner.
- Collaborated with other managers to develop long-term goals for enhancing the overall customer experience.
- Developed training materials and conducted workshops for new hires, ensuring proper onboarding and integration into the team.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
Customer Service Supervisor
VitalAire Healthcare
11.2013 - 10.2016
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
Customer Service Supervisor
Alberta Motor Association
04.2007 - 10.2013
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
Education
High School Diploma -
Martin Collegiate
Regina, SK06-1992
Skills
- Customer relationship management
- Customer satisfaction
- Data analysis
- Process improvement
- Cross-functional collaboration
- Change management
- Team building
- Communication strategies
- Conflict resolution
- Project management
- Voice of customer analysis
- Data analytics
- Procedure writing
- Retention management
- Performance evaluations
- Team recruiting and hiring
- Strategic planning
- Root-cause analysis
Accomplishments
- Managed team of 5 supervisors and 40+ staff members for three individually branded call centers from BC to Ontario (Bluewave Energy, Ultramar and Columbia Fuels). Started with Parkland in 2019 with 4 agents in one Province.
- Configuration, build and roll out of 4 different phone systems. Including being the facilitator from start to finish of a new phone system with our Parkland US division for 50+ branches and over 100 users.
- Implementation and management of a national group of agents to assist Eastern Canada call centers (Ultramar Atlantic, Island Petroleum and Quebec Ultramar) during their peak times. Including selection and cross training of those individuals
- Overseeing over 40,000 National residential budget accounts under the Parkland fuel Corp. banner
Languages
English
Timeline
Customer Experience Manager
Parkland Fuel Corp.
06.2019 - Current
Assistant Customer Experience Manager
J Ennis Fabrics International
07.2017 - 06.2019
Customer Service Supervisor
VitalAire Healthcare
11.2013 - 10.2016
Customer Service Supervisor
Alberta Motor Association
04.2007 - 10.2013
High School Diploma -
Martin Collegiate
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