Cheryl Lester
Hamilton,ON
Summary
Proven leader in operations management, adept at fostering team leadership and enhancing operational efficiency. At SE Health, I spearheaded initiatives that significantly improved employee retention and customer satisfaction. Skilled in problem-solving and employee motivation, my strategic planning and implementation efforts have consistently driven positive outcomes, reflecting a strong alignment with employer-desired skills.
Overview
17
17
years of professional experience
Work History
Operations Manager
SE Health
Hamilton, ON
02.2023 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Developed and maintained relationships with external vendors and suppliers.
- Developed systems and procedures to improve operational quality and team efficiency.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Analyzed and reported on key performance metrics to senior management.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
Administrative Manager
SE Health - HNHB Office
Hamilton, ON
04.2018 - 02.2023
- Ensured smooth daily operations with timely completion of all essential administrative tasks and responsibilities.
- Supervised staff and delegated tasks to maintain positive, productive administrative operations.
- Maintained accurate record-keeping systems to ensure easy access to critical information for decision-making purposes.
- Updated reports, managed accounts, and generated reports for company database.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Improved office efficiency by implementing streamlined administrative processes and procedures.
- Interviewed, recruited and onboarded new staff for high-performing administration teams.
- Enhanced team productivity by providing ongoing professional development opportunities and regular performance feedback.
Operations Coordinator
SE Health - Hillcrest Reactivation Center
Toronto, ON
10.2017 - 04.2018
- Developed strong relationships with clients, maintaining open lines of communication to promote loyalty and retention.
- Boosted productivity by establishing effective communication channels between departments.
- Streamlined operations by implementing efficient processes and procedures.
- Provided direction and guidance to internal teams in order to achieve targets.
- Enhanced customer satisfaction by resolving issues in a timely manner and providing exceptional support.
- Contributed to the development of departmental policies and procedures ensuring consistency across the organization.
- Worked with vendors to make purchases and reconcile invoices.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Service Coordinator
SE Health - HNHB Office
Hamilton, ON
01.2008 - 10.2017
- Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Managed a high volume of client requests, ensuring timely and effective service delivery.
- Maintained accurate records of all service activities, facilitating smooth communication between clients and technicians.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Oversaw the scheduling and dispatching of healthcare staff, maximizing efficiency and minimizing delays in service delivery.
Education
Diploma - Medical Office Administrator
Trios
Hamilton, ON09.2007
Skills
- Problem-Solving
- Team Leadership
- Operations Management
- Customer Service
- Operational Efficiency
- Planning and Implementation
- Proficient in Excel, Outlook, PowerPoint, Peoplesoft, Staffpoint, Procura and Alayacare
- Policies and procedures implementation
- Performance monitoring
- Employee Motivation
Accomplishments
- Supervised team of 400 nurses, personal support workers and admin staff.
- Earned the "leadership edge” Award in 2016 for completing the accelerated leader journey at SE Health
- Earned "star" awards for implementing and completing an overhaul and streamlining of dated processes and procedures in our Seniors Living department.
Languages
English
Full Professional
Timeline
Operations Manager
SE Health
02.2023 - Current
Administrative Manager
SE Health - HNHB Office
04.2018 - 02.2023
Operations Coordinator
SE Health - Hillcrest Reactivation Center
10.2017 - 04.2018
Service Coordinator
SE Health - HNHB Office
01.2008 - 10.2017
Diploma - Medical Office Administrator
Trios