Denise Kay
Middle Sackville,Canada
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
31
31
years of professional experience
Work History
MANAGER – GA PLAN SPONSOR SERVICES
John Hancock/Manulife
Halifax
01.2022 - Current
- Developed and implemented comprehensive, strategic coaching and training experiences for representatives to help expand their skill set and confidence.
- Monitored key performance data to identify areas for improvement and executed targeted action plans, working with each representative to attain their goals.
- Fostered a positive, collaborative team environment through weekly huddles and bi-monthly team meetings that focus on promoting a positive team culture, open feedback, team goal progress, and ways to action the John Hancock values in our daily work.
- Guided reps through career growth pathways via 1-1 meetings.
- Provided strong, effective leadership and guidance during times of organizational change.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Led teams of 6-16 employees, ensuring high productivity and excellent customer service.
- Developed and implemented strategic plans to achieve company objectives.
- Conducted performance evaluations, providing feedback and coaching for team development.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Created monthly reports for senior management summarizing operational performance metrics.
- Implemented new technologies to streamline operations, reduce costs, and improve customer service.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Managed risk by developing and implementing effective risk management strategies.
SENIOR OFFICE ADMINISTRATOR
Genesis Chiropractic & Wellness
Halifax
01.2021 - 01.2022
- Scheduling appointments, inventory control, and office management.
- Working with insurance companies for updated schedule coverage of care reports and ensuring payments are accurate, up to date.
- Create a formal system for accurately tracking and accounting for those clients who require alternative payment arrangements, and monitor for defaulted payments.
- Complete comprehensive intake assessment of client's physical health and ensure that all information was documented and updated in the file.
- Prepared and launched a monthly marketing plan that strategically promoted monthly themed topics/products and was congruent with the clinic's values and overall brand.
- Developed a training manual on policies and procedures for all facets of the role requirements and daily tasks, which was user-friendly and ensured that medical compliance regulations were met for future employees.
- Provided administrative support for senior management team members.
- Managed office operations and procedures to ensure organizational effectiveness and efficiency.
CUSTOMER SERVICE & DISTRIBUTION MANAGER
Rapid Aid Medical Device Manufacturing
Mississauga , Canada
01.2013 - 01.2020
- Developed and implemented customer service policies, guidelines, and training tools that aligned our processes with our global counterparts in China and Vietnam.
- Created FDA and Health Canada compliant investigation documentation, procedures, and training materials.
- Lead training sessions with our global Customer Service and Quality Assurance teams.
- Continuous and effective leadership of both Customer Service and Operations teams through daily, weekly, and monthly meetings.
- Tracked performance metrics such as on-time delivery rate, lead time, cost per unit shipped, identifying areas for improvement where necessary.
- Supported senior leadership by accurately reporting monthly and annual sales, P&L and staff efficiency reports.
- Developed organizational systems for financial reports, schedules, inventory control and merchandising.
- Supervised activities of workers engaged in receiving, storing, testing, and shipping products to maintain operational efficiency.
- Developed and implemented annual inventory processes for onsite warehouses and 3PLs, as well as presenting the accompanying training to the various teams and companies.
- Managed the daily activities of distribution staff, providing guidance and support when needed.
- Identified opportunities to reduce cost and improve productivity.
- Directed investigations to verify and resolve customer or shipper complaints.
- Negotiated contracts with suppliers to ensure competitive pricing on materials and services.
Retail Manager
HTC
Burlington , ON
05.2007 - 05.2013
- Managed daily operations of the store, including opening and closing procedures.
- Developed strategies for increasing sales and improving customer service.
- Hired, trained, mentored, and evaluated staff members on a regular basis.
- Conducted inventory management activities such as receiving shipments and maintaining stock levels.
- Created weekly schedules for store employees in compliance with labour laws and budget constraints.
- Attended trade shows, conferences, and other industry events to stay current with trends.
- Oversaw all aspects of merchandising within the store including product placement and display design.
- Oversaw retail operations to ensure all stations were operating efficiently and maintaining customer service standards.
- Mentored employees in management of complicated sales, complex issues and difficult customers.
- Coached, managed and developed teams to provide exceptional service and achieve sales goals.
- Fostered a positive work environment, encouraging teamwork and employee engagement.
- Led a team of 5-10 sales associates, providing ongoing training and development.
- Conducted performance evaluations for staff, identifying areas for improvement.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
PRODUCT LOANS – MANAGER
Siltek Distribution Systems
Sandton , South Africa
01.1994 - 01.1997
- Develop a strategic plan for improving the current policies and processes of the Product Loans department, which oversees the loaning and tracking of Hewlett Packard printing machines/copiers to qualifying dealers, as well as various company departments internally.
- Recruiting, hiring, and training a staff of 10 employees with diverse languages, education, and global backgrounds.
- Building training manuals and communications that provided the necessary tools aimed at the diversity of our team.
- Investigate the missing or lost inventory, which was currently unaccounted for at that time, by working with both internal stakeholders and external clients.
- Employees were trained on proper listening skills, written communication, as well as how to use critical thinking skills in their tasks and the resolving of escalated complaints.
Education
University of Regina
Regina, NoneSkills
- Verbal and written communication
- Team building
- Performance Management
- Adaptability
- Operations Management
- Cross-functional team leadership
Corevalues
- Lead with empathy
- Follow your passions
- Open Mind = Unlimited Potential
Lifeexperiences
- Life Coach Juvenile Work Program
- Suicide/Crisis Prevention Counsellor
- Life Coach Teen Parent Program
- Cedar Rapids, Iowa – Nominee Volunteer of the Year
- Girl Guides of Canada & South Africa Leader
Timeline
MANAGER – GA PLAN SPONSOR SERVICES
John Hancock/Manulife
01.2022 - Current
SENIOR OFFICE ADMINISTRATOR
Genesis Chiropractic & Wellness
01.2021 - 01.2022
CUSTOMER SERVICE & DISTRIBUTION MANAGER
Rapid Aid Medical Device Manufacturing
01.2013 - 01.2020
Retail Manager
HTC
05.2007 - 05.2013
PRODUCT LOANS – MANAGER
Siltek Distribution Systems
01.1994 - 01.1997
University of Regina
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