Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Caroline Gilbert

Saguenay,QC

Summary

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Accomplished Manager adept at driving team performance, business strategies and making data-supported recommendations. Skilled at identifying optimal tactics for motivating representative teams and engaging clients.

Overview

25
25
years of professional experience

Work History

National Manager, Patient Services

Inizio Engage
Pointe-Claire, QC
11.2021 - 11.2023
  • Directed, trained and mentored regional managers on best practices for patient service and growth.
  • Personally managed the biggest account.
  • Monitored day-to-day operations of the national organization and identified areas of improvement.
  • Provided guidance to regional staff in resolving customer complaints and identifying opportunities for improvement.
  • Conducted regular reviews with regional managers to assess progress towards organizational goals.
  • Created reports detailing activities, progress against goals, customer satisfaction levels.
  • Established relationships with key customers at a national level and provided support as needed.
  • Collaborated with senior management team on strategic initiatives designed to improve operational efficiency across the organization.
  • Collaborated with cross-functional team members to build and execute development plans.
  • Supported objectives, checkpoints and timelines, managing team members to meet project tasks and expectations.
  • Oversaw clients relationships to foster performance monitoring, issue resolution and statement of work reviews.
  • Used data and analytics to diagnose trends and link to business performance outcomes.
  • Worked cross-functionally with marketing, sales and finance departments.
  • Led project scope development to deliver final products that meet business needs.
  • Delegated work to staff, setting priorities and goals.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Recruited and trained new employees to meet job requirements.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Produced thorough, accurate and timely reports of project activities.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Evaluated individual and team performance and identified opportunities for improvement.
  • Planned and led team meetings to review results and communicate new and ongoing priorities.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Created and managed budgets for travel, training and teambuilding activities.

Manager Patient Services

Ashfield Healthcare
Pointe-Claire, QC
08.2018 - 11.2021

Junior Manager

Ashfield Healthcare
Pointe-Claire, QC
02.2018 - 08.2018

Customer Representative

Ashfield Healthcare
Pointe-Claire, QC
12.2016 - 12.2016

Business Manager

News Marketing
Toronto, ON
11.2014 - 10.2016
  • Managed a team of 38 reps , providing guidance and direction to ensure successful completion of projects.
  • Organized meetings with stakeholders to discuss objectives, strategies, and timelines for completing tasks.
  • Provided training sessions for employees on new software systems used in business operations.
  • Assessed employee performance evaluations and recommended changes or improvements as needed.

Supervisor

Bijouterie Mozart/Vivaldi
Montreal, QC
10.2013 - 11.2014
  • Directed and supervised team of 15 jewelry stores in daily operations.
  • Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction.
  • Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
  • Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
  • Performed monthly inventory checks to ensure sufficient stock levels for all products.
  • Monitored employee productivity levels on a regular basis to identify areas of improvement.
  • Provided guidance and direction to subordinates regarding job duties and responsibilities.
  • Provided ongoing training to address staff needs.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Established and enforced clear goals to keep employees working collaboratively.
  • Responded to customer questions regarding products, prices and availability.
  • Resolved customer complaints and adjusted policies to meet changing needs.
  • Maintained operating schedules to provide effective coverage for key areas and achieve objectives.
  • Planned and managed resources to consistently meet production, quality and cost goals.
  • Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
  • Responded to employee concerns or complaints by coordinating with human resources team to solve issues.
  • Coached staff members to develop long-term career goals.

Regional Sales Manager

Ginkgo Caribe
Santo Domingo, Dominican Republic
06.2012 - 09.2013
  • Developed strategies and plans for regional sales growth.
  • Conducted regular market research to identify customer needs and preferences.
  • Monitored competitor activities and analyzed pricing trends in the region.
  • Analyzed regional sales performance data to develop actionable insights.
  • Recruited, trained, coached, mentored, and evaluated a team of regional sales representatives.
  • Cultivated an environment that fostered teamwork among regional sales staff members.

Vice President

Bijouterie Marcel Gilbert and Laboratoire de Gemmologie du Canada
Saguenay, QC
03.1999 - 01.2007
  • Developed and executed strategic plans to support the vision of the organization.
  • Formulated policies that improved operational efficiency and productivity.
  • Negotiated contracts with vendors for services, products and supplies.
  • Managed financial operations, overseeing budgeting, forecasting and financial analysis activities.
  • Oversaw human resources functions such as recruitment, employee relations, training and benefits administration.
  • Established performance standards for staff members in order to drive productivity levels up.
  • Organized special projects such as corporate events or marketing campaigns.
  • Implemented process improvement procedures that resulted in cost savings across the board.
  • Reviewed reports from functional areas to assess progress towards organizational goals.
  • Analyzed market trends to identify opportunities for growth within existing markets or new ones.
  • Spearheaded efforts to enhance customer service processes while maintaining quality assurance standards.
  • Identified problems and implemented solutions to better streamline operations.
  • Delivered strategic input into business decisions and deals.
  • Determined performance goals and offered tactics for achieving milestones.
  • Negotiated contract specifications with major vendors.
  • Analyzed market trends and conducted GAAP analysis to update budgeting and forecasting.

Education

Graduate Jewelers And Graduate Gemmologist - Gemmology And Jewelry

2005
Los Angeles
07.2005

Accredited Evaluator - Jewelry

Canadian Jewelers Institute
Montreal, QC
06.2005

Master - Clinical Psychology

Unversité Paul Valery
Montpellier, France

Skills

  • Leadership
  • Talent Development
  • Organization
  • Workforce Management
  • Performance Management
  • Budget Control
  • Staff Management
  • Performance Evaluations
  • Lead Generation
  • Complex Problem-Solving

Languages

francais
Native/ Bilingual
anglais
Full Professional
Spanish
Professional

Timeline

National Manager, Patient Services

Inizio Engage
11.2021 - 11.2023

Manager Patient Services

Ashfield Healthcare
08.2018 - 11.2021

Junior Manager

Ashfield Healthcare
02.2018 - 08.2018

Customer Representative

Ashfield Healthcare
12.2016 - 12.2016

Business Manager

News Marketing
11.2014 - 10.2016

Supervisor

Bijouterie Mozart/Vivaldi
10.2013 - 11.2014

Regional Sales Manager

Ginkgo Caribe
06.2012 - 09.2013

Vice President

Bijouterie Marcel Gilbert and Laboratoire de Gemmologie du Canada
03.1999 - 01.2007

Graduate Jewelers And Graduate Gemmologist - Gemmology And Jewelry

2005

Accredited Evaluator - Jewelry

Canadian Jewelers Institute

Master - Clinical Psychology

Unversité Paul Valery
Caroline Gilbert