Summary
Overview
Work History
Education
Skills
LANGUAGES
Accomplishments
Work Availability
Timeline
Receptionist

CLAUDEEN HENRY

Burlington,ON

Summary

Passionate and dedicated professional with over 10 years of experience in high-volume customer service centers. Seeking a managerial role to leverage extensive knowledge, skills, and education. Proven track record in managing and developing team members, driving operational excellence, and delivering business impact. Equipped with customer service leadership experience, ready to excel in this role. Demonstrated expertise in team collaboration, conflict resolution, and driving performance improvement. Strong focus on achieving results and adapting to changing needs. Recognized for reliability, effective communication skills, and fostering a positive team environment.

Overview

16
16
years of professional experience

Work History

HR Operations Coordinator

Lifelabs Medical Laboratory
01.2016 - 01.2023
  • Completed onboarding/offboarding procedures and processes
  • Drafted and issued employee Letter of Employment
  • Responded to external requests for reference checks and verification of employment
  • Created and maintained Excel ledgers
  • Participated in team and departmental meetings
  • Relayed time-sensitive testing results to HCPs and MOH
  • Accurately maintained Ontario HCP client profile database
  • Actioned HCP requests via Action Request or e-Track systems
  • Accurately added requested testing to requisition submissions
  • Completed collaborative LHINs (Local Health Integration Network) onboarding project
  • Conducted thorough candidate screenings, leading to the successful placement of top talent in key positions within the organization.

Business Owner

Home Décor
01.2010 - 01.2019
  • Co-owner - Home Décor & Jewellery Sales
  • Achieved consistent growth in annual revenue through strategic planning and execution of sales initiatives.
  • Built a robust network of industry contacts, leveraging relationships for strategic partnerships and opportunities.
  • Strengthened company reputation by consistently meeting or exceeding customer expectations in terms of quality products/services offered.
  • Managed financial operations to ensure fiscal responsibility, including budgeting, forecasting, and financial reporting.
  • Enhanced company profitability by reducing overhead costs and negotiating favorable contracts with suppliers.
  • Boosted revenue by identifying new business opportunities and diversifying product offerings.

Customer Service Supervisor

Shaw
01.2007 - 01.2010
  • Successfully established and staffed 12-member overnight CRS teams
  • Conducted quarterly and year-end performance reviews, team and individual coaching
  • Completed projects and met deadlines
  • De-escalated situations professionally and calmly, reaching a mutually beneficial conclusion
  • 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.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
  • 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.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.

Education

Business Ethics Certificate - Business Ethics

IAP Career College
Online Self-learning
06-2023

Project Management Certificate - Project Management

IAP Career College
Online Self-learning
06-2022

Human Resources Consultant Certificate - Human Resources Consultant

IAP Career College
Online Self-learning
02.2022

Medical Terminology Certificate - Medical Terminology

Canadian Red Cross
12-2021

Skills

  • Problem-solving
  • Customer focused
  • Time management
  • Training and mentoring
  • Decision-making
  • Team building and leadership
  • Conflict management

LANGUAGES

English
Native

Accomplishments

  • Improved Team Efficiency: Increased team efficiency by 25% through streamlined onboarding processes.
  • Managed LHINs Onboarding: Successfully onboarded 500+ healthcare professionals for LHINs project.
  • Improved Customer Satisfaction: Exceeded customer satisfaction KPIs by 30% over two consecutive years.
  • Formed Successful Team: Established and led successful 12-member overnight service team.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

HR Operations Coordinator

Lifelabs Medical Laboratory
01.2016 - 01.2023

Business Owner

Home Décor
01.2010 - 01.2019

Customer Service Supervisor

Shaw
01.2007 - 01.2010

Business Ethics Certificate - Business Ethics

IAP Career College

Project Management Certificate - Project Management

IAP Career College

Human Resources Consultant Certificate - Human Resources Consultant

IAP Career College

Medical Terminology Certificate - Medical Terminology

Canadian Red Cross

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