Connie Nasho
Mississauga,Ontario
Summary
A highly collaborative, ambitious professional with over 10 years of progressive experience in Customer Service; with a focus on Workforce Management & Training solutions. Key strengths include excellent organizational skills, analytical thinking, and creative problem solving. Committed to the development of human resources with an emphasis on employee growth and donor retention objectives.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Workforce Manager
World Vision Canada
07.2021 - Current
- Improved workforce efficiency by implementing data-driven scheduling and workload balancing.
- Developed comprehensive training programs for staff skill enhancement, resulting in increased productivity.
- Streamlined communication channels to foster collaboration and improve overall team performance.
- Optimized staffing levels by analyzing historical data and forecasting future trends, ensuring appropriate coverage during peak hours.
- Managed large-scale projects with cross-functional teams, effectively meeting deadlines and staying within budget constraints.
- Implemented new software systems to automate manual processes, reducing errors and increasing efficiency.
- Conducted regular performance evaluations, providing constructive feedback and career guidance to employees.
- Spearheaded process improvement efforts leading to greater efficiencies in daily operations and reduced overhead costs.
- Coordinated cross-functional teams in the execution of large-scale change management projects, ensuring seamless transitions for all stakeholders involved.
- Managed team, driving productivity and reducing process lags by training staff in best practices and procedures.
Customer Centric Trainer
World Vision Canada
01.2014 - 07.2021
- Developed and led up to 100 training sessions per year to staff at various skill levels with a focus on employee development and adherence to procedural guidelines to maximize donor retention
- Creating and maintaining training materials including e-learning tools, high level procedural documentation, in class instructional tools, and large-scale group training approaches
- Collaborating with Leadership and Workforce teams in Contact Centre to identify and deliver prospective training programs and determine employee advancement opportunities
- Managed multiple projects simultaneously, maintaining strict deadlines and high-quality deliverables.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Through Training best practices, critical Service Level Agreements are maintained and training gaps closed
- Worked closely with Workforce Manager and Team Coordinators to ensure training is scheduled in alignment with Contact Centre priorities such as increased call volumes
- Providing vital in-class instruction and on-the-floor support to staff during large scale roll-outs of key initiatives such as moving from DCSS to CRM resulting in seamless end-to-end training
- Working cross-functionally with Technology & Innovation (IT) as well as Marketing partners by providing ongoing training expertise on high-level projects such as Microsoft Dynamics.
- Improved employee performance by designing and implementing effective training programs.
- Developed customized training materials for various industries, ensuring relevance to the target audience.
- Responding to training related concerns, needs, inquiries, and employee performance issues as needed to maintain a positive and productive work environment.
Education
Bachelor of Arts -
University of Toronto
Skills
- Strategic Planning
- Performance Management
- Customer Service
- Change Management
- Budget Management
- Team Leadership
Professional Development
World Vision Canada Innovation Proposal Course Completion
Hobbies and Interests
- Film
- Fitness
- Food
- Family
Languages
English
Native or Bilingual
Certification
SAFe5 Agilist Certification
Timeline
Workforce Manager
World Vision Canada
07.2021 - Current
Customer Centric Trainer
World Vision Canada
01.2014 - 07.2021
Bachelor of Arts -
University of Toronto
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