Debbie Mazzei
Burlington,ON
Summary
A progressive, results oriented individual with many years of experience in customer service, training and leadership. Excellent interpersonal communication skills which were essential in coaching and and teaching every level of ability.
Overview
30
30
years of professional experience
Work History
Equipment Manager (volunteer)
Ignite Artistic Swimming Club
09.2017 - 01.2020
- Purchased uniforms and other synchronized swimming equipment for club.
- Sourced uniforms and equipment for competitive swimmers while working within set budget.
- Streamlined existing procedures to create cost effective and time saving process.
Vendor Support Manager
Bell Canada
02.2007 - 03.2008
- Led team of unionized employees that provided technical expertise to off shore call centre.
- Coached team members on handling difficult situations when dealing with off shore call centre.
- Trained staff on Health and Safety guidelines increasing compliance from 10% to 95%.
- Developed escalation process which decreased after hours calls to duty managers in Canada.
- Performed weekly, monthly and yearly performance evaluations.
Cable Design Manager
Bell Canada
09.2004 - 02.2006
- Led team of highly trained Project Engineer support staff that provided bids and tenders to large scale construction projects.
- Collaborated with other departments to create smooth process flow.
- Eliminated backlog of outstanding accounts payable invoices for sub-contractors.
Quality and Data Support Manager
Bell Canada
08.2003 - 09.2004
- Led team of eighteen hard to place data entry unionized staff that required personalized employment considerations
- Developed, set and implemented objectives for team to provide accurate evaluations of our technical support office.
- Implemented Data Support function based in Ontario to serve Quebec region. This resulted in cost savings by eliminating duplicate roles.
Vendor Support Manager
Bell Canada
02.2003 - 09.2004
- Managed and trained external call centre company to ensure aseamless customer service experience for Bell Canada customers.
- Addressed compliance issues to ensure Bell processes and objectives were consistently met.
- Maintained positive and supportive relationship with vendor resulting in improved service levels, sales and quality objectives.
Team Leader
Bell Canada
01.2002 - 02.2003
- Coached twenty Client Representatives on customer service techniques
- Developed and implemented Performance Improvement Plans.
Process Management Resource Associate
Bell Canada
03.2001 - 01.2002
- Collaborated with various Bell Canada teams to develop effective processes for the 611 repair team.
- Drafted and refined process documentation to distribute to six hundred client representatives.
- Restructured the Residential Repair Best Practice manual resulting in an updated streamlined procedure.
Training Resource Associate
Bell Canada 611
12.1999 - 03.2001
- Taught new employees in a classroom setting the systems used in residential and business repair.
- Coached existing employees to ensure understanding, resulting in quality trouble reports and excellent customer service.
- Designated as the Process Prime. Audited new processes before being presented to the training team.
Resource Associate
Bell Canada
01.1998 - 11.1999
- Coached and assisted in development of Client Representatives ensuring department objectives were being met.
- Performed quality checks and service observations.
Re-Buyer and Receiving Supervisor
Beaver Lumber
01.1990 - 01.1996
- Re-purchased merchandised based on previous sales and current inventory levels.
- Led team of five employees in receiving department.
Education
Business Management Diploma - Business
Niagara College
Welland, ON05.1990
Skills
- Leadership
- Coaching and Training
- Adaptable to Change
- Excellent organizational skills
Timeline
Equipment Manager (volunteer)
Ignite Artistic Swimming Club
09.2017 - 01.2020
Vendor Support Manager
Bell Canada
02.2007 - 03.2008
Cable Design Manager
Bell Canada
09.2004 - 02.2006
Quality and Data Support Manager
Bell Canada
08.2003 - 09.2004
Vendor Support Manager
Bell Canada
02.2003 - 09.2004
Team Leader
Bell Canada
01.2002 - 02.2003
Process Management Resource Associate
Bell Canada
03.2001 - 01.2002
Training Resource Associate
Bell Canada 611
12.1999 - 03.2001
Resource Associate
Bell Canada
01.1998 - 11.1999
Re-Buyer and Receiving Supervisor
Beaver Lumber
01.1990 - 01.1996
Business Management Diploma - Business
Niagara College
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