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 Angeles07.2005
Accredited Evaluator - Jewelry
Canadian Jewelers Institute
Montreal, QC06.2005
Master - Clinical Psychology
Unversité Paul Valery
Montpellier, FranceSkills
- 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