CLAUDEEN HENRY
Burlington,Canada
Summary
Dynamic and dedicated professional with over 15 years of experience in call center operations, customer service, and supervisory roles, complemented by a strong educational foundation in business management. Proven track record of fostering team development through hands-on leadership and effective mentoring strategies. Seeking a full-time management position to leverage expertise in driving operational excellence and enhancing team performance. Committed to creating a positive work environment that empowers individuals to achieve their best.
Overview
2026
2026
years of professional experience
Work History
Administration
Leggat Kia
2025 - Current
- Maintained communication and good working relationship with facility administration.
- Performed administration duties by updating inventory and activities records
- Maintained confidentiality of information regarding clients and company.
- Managed multiple tasks and met time-sensitive deadlines.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered central telephone system and directed calls accordingly.
HR Operations Coordinator
Lifelabs Medical Laboratory
08.2022 - 03.2023
- Completed onboarding/offboarding procedures and processes
- Drafted and issued Letters of Employment
- Responded to external requests for reference checks and verification of employment
- Created and maintained Excel ledgers
- Participated in team and departmental meetings
Customer Care Associate
Lifelabs Medical Laboratory
02.2016 - 08.2022
- Relayed time-sensitive testing results to HCPs and MOH
- Accurately maintained Ontario HCP client profile database
- 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.
- Actioned HCP requests via Action Request or e-Track systems.
Business Owner
Home Décor & Jewelry Sales
01.2010 - 01.2019
- 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
- Interacted well with customers to build connections and nurture relationships.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Customer Service Supervisor
Shaw
01.2007 - 01.2010
- Successfully established and staffed 12-member overnight CSR teams.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews for 12 member CSR team and a Team Lead.
- Maintained 10% average KPi's performance above overall call centre.
- Achieved and maintained overall rate of 0.88% turn over rate.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Assist in de-escalating situations professionally and calmly, reaching a mutually beneficial conclusion.
- Collaborated with department manager to address recurring customer concerns, improving overall service quality.
- Conducted training and mentored Team Lead to provide learning and experience to assist in CSR interaction.
- Developed internal requirements and standards specific to the overnight shift to minimize risks and liability and maximize staff safety.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Implemented project management techniques to overcome obstacles and increase team productivity.
Education
Insurance
Mohawk College of Applied Arts And Technology
Hamilton, OntarioBusiness Ethics Certificate -
IAP Career College
06.2023
Project Management Certificate - undefined
IAP Career College
06.2022
Human Resources Consultant Certificate - undefined
IAP Career College
02.2022
Skills
- Client-oriented
- Positive and accessible attitude
- Excellent oral and written communication skills
- Detail-oriented approach
- Strong time management
- Professional and calm under pressure
- Positive conflict resolution
- Team collaboration experience
- Public-facing interactions
Accomplishments
- As Call Centre Supervisor, built and coached a 12-person customer service team, exceeding call centre KPI’s by 25% over two consecutive years
- Completed multiple projects in a customer service role that supported Healthcare Providers across Ontario
Languages
English
Timeline
HR Operations Coordinator
Lifelabs Medical Laboratory
08.2022 - 03.2023
Customer Care Associate
Lifelabs Medical Laboratory
02.2016 - 08.2022
Business Owner
Home Décor & Jewelry Sales
01.2010 - 01.2019
Customer Service Supervisor
Shaw
01.2007 - 01.2010
Project Management Certificate - undefined
IAP Career College
Human Resources Consultant Certificate - undefined
IAP Career College
Administration
Leggat Kia
2025 - Current
Insurance
Mohawk College of Applied Arts And Technology
Business Ethics Certificate -
IAP Career College