Danielle MacIntyre
Yellowknife,Northwest Territories
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
14
14
years of professional experience
Work History
Manager of COVID Response and Transition
Government of the Northwest Territories
04.2022 - Current
- Work with the senior management team to plan for future changes, work with coinciding departments on how the team can best work together to meet needs of the public as it pertains to CPHO recommendations, COVID questions and community resources
- Work collectively with managers in connected departments to ensure the needs are being met, and when they are not, problem-solve or find solutions to ensure they can be met
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Onboarded new employees with training and new hire documentation. Managed 11 employees, and oversaw customer service delivered to the public.
- Maintained professional, organized, and safe environment for employees and patrons.
- Established robust risk mitigation strategies to safeguard against potential operational challenges or disruptions.
Director of Service Operations – COVID Secretariat
Government of the Northwest Territories
06.2021 - 04.2022
- Monitored expenditures to mitigate risk of overages.
- Raised property accuracy and accountability by creating new automated tracking method.
- Leveraged data analytics insights for informed decision-making in critical areas such as sales forecasting, budgeting, or personnel management.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Spearheaded innovative approaches to resource allocation and strategic planning.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Formed strategic partnerships and connected with potential clients to drive business development.
Manager – ProtectNWT COVID Call Centre
Government of the Northwest Territories
10.2020 - 06.2021
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Cross-trained existing employees to maximize team agility and performance.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
- I have acted on behalf of my Director, and have continued to build relationships within the secretariat and cohorts to ensure work can be done efficiently and effectively across teams and environments to the best of my ability
Client Services Officer
Government of the Northwest Territories
07.2017 - 10.2020
- Maintaining ongoing relationships with clients and ensuring files are well kept, including backup information and notes for all assessments complete
- Ensuring clients know their rights and assisting them in accessing resources when needed
- Working with my team and other agencies to support and promote wellness for the client and residents of the community
- I have been acted as Manager in this role, and took on additional reporting responsibility, staff HR concerns and meetings as they pertain to work performance for the office.
- Streamlined client onboarding processes for improved efficiency and faster turnaround times.
- Resolved escalated customer issues promptly, fostering trust and demonstrating commitment to outstanding service.
- Sought ways to improve processes and services provided.
- Managed receptionist area by greeting visitors, responding to telephone, and email inquiries and providing information for in-person requests.
- Provided ongoing support to clients throughout the lifecycle of their relationship with the government office, ensuring long-term satisfaction.
Program Manager
Unlimited Potential Community Services
05.2015 - 07.2017
- Worked closely with Yellowknife Health and Social services to provide care for clients and families in need of support, as well as supporting families through providing treatment to their child by finding ways for them to succeed day to day, and additionally, transitioning those clients back home to their families upon successful completing of treatment, as deemed appropriate by the family and the support team
- Evaluating a team of 13 full time employees, and providing support and feedback throughout the process in the form of evaluations quarterly and throughout the year
- Chair weekly and monthly staff meetings, as well as case conferences/placement meetings with professionals involved in treatment such as social workers, psychologists, teachers, and families
- Ensuring policies and procedures are followed, as well as being on call to provide support to staff when needed
- Plan an organize activities for the clients and their families such as Family day, camping trips or daily outings.
- Established milestones and objectives based on input from functional areas and stakeholders.
- Developed and maintained logistics workflows, procedures and reports.
- Met with project stakeholders on regular basis to assess progress and make adjustments.
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
- Leveraged technology tools for enhanced project tracking, reporting, and information sharing among team members.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Negotiated contracts with vendors, securing favorable terms that supported budgetary constraints.
Team Leader – Shift Supervisor
Unlimited Potential Community Services
03.2010 - 04.2015
- Worked with families and chaired meetings around placement and treatment progress, with key workers, families, and professionals
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Reviewing and editing detailed reports, providing feedback to staff in a way that is positive and can be received
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
Education
Bachelor of Psychology -
Brock University
01.2021
01.2017
01.2014
Skills
- Staff Management
- Cost Control
- Teamwork and Collaboration
- Scheduling and Coordinating
- Negotiation and Conflict Resolution
- Staff Development
- Emergency Response
- Project Planning
- Shift Scheduling
- Strategic Planning
- Goal Setting
- Onboarding and Orientation
Languages
English
Native or Bilingual
Small Business
I make and sell Kimchi for a Vegan company called Zing. I provide the product and they sell it on their website. I have completed Food Safety Training, and have also worked to sell products at Farmers Markets alongside the company and other products/services. Additionally, I have a small Candle Making company called Brights Candles. I make and sell fragrance-free beeswax candles, in reused containers. It is important to me to recycle and not create more waste in the world, so I collect used candle jars and clean them, refill them and sell them online or at markets.
Timeline
Manager of COVID Response and Transition
Government of the Northwest Territories
04.2022 - Current
Director of Service Operations – COVID Secretariat
Government of the Northwest Territories
06.2021 - 04.2022
Manager – ProtectNWT COVID Call Centre
Government of the Northwest Territories
10.2020 - 06.2021
Client Services Officer
Government of the Northwest Territories
07.2017 - 10.2020
Program Manager
Unlimited Potential Community Services
05.2015 - 07.2017
Team Leader – Shift Supervisor
Unlimited Potential Community Services
03.2010 - 04.2015
Bachelor of Psychology -
Brock University
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