Elaine Loft

Work History

Bench Accounting

07.2024 - Current

Company Overview: Providing Bookkeeping and Tax services and cloud-based software to small businesses.
Collaborated with cross-functional teams for seamless execution of large-scale initiatives and continuous improvement efforts.
Developed and implemented KPI metrics and performance management frameworks across all functions, boosting productivity up to 47%.
Developed new and redesigned existing workflows using lean process application, reducing turnaround times across various teams by 50-80%.
Reduced costs for increased profitability by optimizing resource allocation and eliminating redundant tasks.
Implemented data-driven decision making to inform business strategies and drive operational excellence.
Oversaw workforce management planning, volume predictions and capacity planning.

Bench Accounting

09.2021 - 06.2024

Led the Bookkeeping team to outperform in output by an average of 20% across 12 months.
Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts

Ontario Teachers Insurance Plan

11.2017 - 09.2021

Company Overview: Third Party Administrator for Group Benefits for Ontario Teachers.
Supervised day-to-day operations of the Customer Support team, to meet performance, quality and service expectations.
Developed and implemented support teams and processes that reduced average handle time, queue wait times, and escalations by providing live assistance to frontline staff and enabling same-day resolution through real-time escalation takeovers.
Optimized scheduling to ensure adequate staffing during peak hours, improving service efficiency for escalation management, and front line support.
Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Sunlife Financial

06.2015 - 11.2017

Company Overview: Contact Center, Group Benefits
Established and maintained a culture of excellence in a team of 20-25 direct reporting, setting high expectations for performance and accountability.
Provided exceptional customer support in addressing concerns and resolving issues promptly to maintain long-term client relationships.
Evaluated employee performance regularly, providing constructive feedback and support for professional growth. Conducted regular 1:1s and daily KPI monitoring
Monitored service levels to ensure SLA's are being met and adequate staffing for incoming volume of calls/emails/chats.