Danielle O'Leary
Carleton Place
Summary
Dynamic and results-driven professional with extensive experience at the Government of Canada, excelling in workload management and client support. Proven ability to lead teams effectively while addressing complex escalations. Skilled in task management and fostering collaboration, ensuring high morale and improved service delivery. Committed to continuous improvement and training initiatives.
Overview
12
12
years of professional experience
Work History
Workload Management Officer
Government of Canada
11.2021 - Current
- Managed the workload coming in from the client departments by reviewing and analyzing intake, distributing cases to agents in a timely manner according to their skills matrix.
- Stayed up to date on the growth of the agents skills, reviewing and making recommendations on training needs, and being aware of upcoming workload trends that will affect the teams’ production focus.
- Provided research, problem solving and alternative options to the Team Lead and/or Senior Management for effective issue resolution.
Compensation Assistant
Government of Canada
04.2020 - 11.2021
- Contributed to HR to pay stabilization by ensuring pay issues are dealt with in a timely and transparent manner as they arise.
- Offered clients the best possible service by ensuring quality insurance while process pay files.
- Safeguarded sensitive information through proper documentation handling, data entry, and record maintenance procedures.
Customer Service Supervisor
Ottawa Humane Society
05.2013 - 04.2019
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Coached employees through day-to-day work and complex problems.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Created staff schedules, reviewed vacation requests and approved over time hours through EZLaborManager.
- Organized team building exercises and attended management meetings.
- Assisted in recruiting, hiring and training of team members.
- Completed orders, inventory, balancing cash out and finance paperwork at the on site Boutique.
Education
Diploma - General Arts And Sciences
Algonquin College
Ottawa05-2012
High School Diploma -
Carleton Place Highschool
Ottawa, ON06-2011
Skills
- Effective team engagement
- Effective team leadership
- Proficient in task management
- Client support
- Addressing complex escalations
- Ability to work in a face-paced environment
Languages
English
Timeline
Workload Management Officer
Government of Canada
11.2021 - Current
Compensation Assistant
Government of Canada
04.2020 - 11.2021
Customer Service Supervisor
Ottawa Humane Society
05.2013 - 04.2019
Diploma - General Arts And Sciences
Algonquin College
High School Diploma -
Carleton Place Highschool
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