Colleen Anderson
Gravenhurst,ON
Summary
Proven leader with a robust background in operations management and strategic planning, notably at Soroc Technology. Excelled in enhancing service delivery, achieving significant SLA benchmarks, and fostering team collaboration. Skilled in organizational development and communication, I spearheaded initiatives that drove continuous improvement and client satisfaction, securing key partnerships and streamlining operations for optimal efficiency.
Overview
15
15
years of professional experience
Work History
Director National Field Operations
Soroc Technology
Woodbridge, ON
04.2018 - 08.2024
- Accountable for Operations and service delivery for 5 Departments
- Managed 130 employees, 5 managers
- Financial Management- Monthly Billing, Accruals, budget analysis by Department
- CSO for National services Dept. review and sign off on service delivery by partner
- Utilization by Dept. - monitoring, reporting and regular analysis
- Oversee all onboard of new clients/services
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas
- Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
- Strengthened internal controls by regular review of existing policies and procedures, ensuring compliance with regulatory requirements and contract commitments
- Facilitated cross-functional collaboration for improved decision-making processes within the organization.
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
- Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on services
- Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
- Secured key partnership that contributed to the company''s overall growth strategy and market reach.
- Leveraged data analytics insights for informed decision-making in critical areas such as field support forecasting, budgeting, or personnel management.
- Navigated company through periods of significant change, maintaining focus on long-term strategic goals.
- Cultivated high-performance management team, selecting and mentoring candidates for key leadership roles.
- Transformed organizational culture to embrace continuous improvement, leading by example and mentoring teams.
- Led cross-functional teams to exceed benchmarks for SLA delivery,
- Interacted well with customers to build connections and nurture relationships.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked trends and suggested enhancements to both challenge and refine company's service delivery
Client Operations Manager
Soroc Technology
Woodbridge
04.2009 - 04.2018
Skills
- Charismatic Leader
- Team Builder
- Operational Leadership
- Organizational Development
- Budget Management
- Business Planning
- Program Management
- Negotiation and client retention
- Contract and Vendor Management
- Business Development
- Partnerships and Alliances
Timeline
Director National Field Operations
Soroc Technology
04.2018 - 08.2024
Client Operations Manager
Soroc Technology
04.2009 - 04.2018