Elena Pacitto
Vaughan,Canada
Summary
Accomplished Field Services Manager with a focus on leadership and conflict resolution, successfully improving service delivery by integrating customer feedback and evaluating team dynamics. Expertise in resolving complex issues and engaging stakeholders effectively, contributing to outstanding results. Dedicated to promoting customer satisfaction and facilitating organizational growth through effective relationship management. Recognized for high productivity, technical troubleshooting proficiency, and exceptional communication and problem-solving skills.
Overview
36
36
years of professional experience
1
1
Certification
Work History
Field Services Manager
Ministry of Transportation
06.2024 - Current
- Investigated customer complaints related to quality control in field operations.
- Organized and supervised personnel, evaluating performance and productivity.
- Analyzed customer feedback to enhance service delivery processes.
- Reviewed completed work for consistency, quality, and compliance standards.
- Conducted regular one-on-one meetings to assess performance and set priorities.
- Resolved escalated customer inquiries and complaints with professionalism.
- Planned and led team meetings to communicate business results and priorities.
- Maintained composure during stressful situations, effectively diffusing conflicts.
Driver Improvement Counsellor
Ministry of Transportation
10.2003 - 06.2024
- Provided courteous and professional service to elevate customer satisfaction.
- Conducted comprehensive testing for seniors aged 80 and older, including vision assessments.
- Facilitated a 45-minute presentation to engage participants during testing sessions.
- Administered cognitive assessments to evaluate mental acuity among elderly clients.
Telephone Advisor
Ministry of Labour, Training and Skill Development
04.2020 - 01.2021
- Analyzed information using computer systems to generate accurate responses for callers.
- Provided timely and professional email responses to customers within 24 hours.
- Researched complex inquiries utilizing available resources to deliver informed answers.
Acting Executive Assistant to the Regional Director
Ministry of Transportation
10.2000 - 01.2003
- Facilitated board meeting agendas and distributed supporting materials for effective sessions.
- Wrote and circulated executive meeting agendas and minutes to department heads and executives.
- Coordinated schedules using online calendaring system to optimize meeting efficiency.
- Managed communications with administrative team, human resources, and finance on special projects.
- Provided accurate information to external parties through emails, calls, and in-person interactions.
- Tackled high-priority issues with professional administrative discretion.
- Reviewed and responded to emails, letters, and correspondence on behalf of executives.
- Maintained confidential records related to executive operations.
Customer Service Representative
Ministry of Transportation
01.1999 - 01.2000
- Delivered accurate information regarding products and services to customers.
- Engaged with customers to identify needs, resolve issues, and answer inquiries.
- De-escalated challenging customer concerns while maintaining professionalism.
- Collaborated with departments to resolve complex problems and provide effective solutions.
- Ensured exceptional customer service to enhance overall satisfaction.
- Maintained composure and a friendly demeanor during difficult interactions.
Administrative Assistant to the Regional Manager
Ministry of Transportation
04.1995 - 12.1998
- Managed daily office operations, maintaining supply inventory for efficient functionality.
- Directed incoming calls to appropriate departments, ensuring smooth communication.
- Organized files and developed spreadsheets, maintaining a tidy front desk area.
- Executed projects on time and under budget by resolving complex issues for senior leadership.
- Handled correspondence, including emails and packages, ensuring timely distribution to recipients.
General Issuing Clerk/Financial Administrator
Ministry of Transportation
01.1990 - 04.1995
- Entered data into computer systems with accuracy and efficiency.
- Sorted, copied, and filed records of office activities and transactions.
- Provided exceptional customer service to enhance client satisfaction.
- Collected and entered payment data while ensuring confidentiality and accuracy.
- Prepared deposits in accordance with established procedures.
- Collaborated within team environments to increase workplace productivity.
- Executed daily duties with precision and efficiency.
- Verified all paperwork for accuracy prior to submission for processing.
Receptionist
Ministry of Transportation
10.1989 - 01.1990
- Resolved customer inquiries and complaints by delivering timely solutions.
- Operated telephone switchboard to efficiently screen and forward calls.
- Maintained high-level customer service while engaging with internal and external stakeholders.
- Sorted and distributed mail, ensuring accurate handling of incoming and outgoing correspondence.
- Answered multi-line telephone with professionalism, providing general information and addressing inquiries.
Education
Learn on – Building Manager Essentials -
12.2024
O.S.S.D. -
06.1998
The Exceptional Assistant -
Fred Prior Seminar
06.1998
Skills
- Class G driver’s license
- Leadership and management
- Communication skills
- Interpersonal relations
- Stakeholder engagement
- Conflict resolution strategies
- Problem-solving techniques
- Analytical skills
- Research proficiency
- Decision-making abilities
- Technical expertise
References
Available upon request.
Education Courses
- Introduction to Computers, Peel Computer Education Center, 09/01/94
- Introduction to Windows, WordPerfect for Windows 6.0, Ministry of Transportation, 09/01/95
- Introduction to WordPerfect Office 4.0, Ministry of Transportation, 10/01/96
- The Exceptional Assistant, Fred Prior Seminar, 06/01/98
- Learn on – Building Manager Essentials, 2024
Affiliations
- Love to exercise as it clears my mind. Spend time with family.
Accomplishments
- Have received 25, 30 and 35 years for being with the provincial government. Awards for perfect attendance.
Certification
- Certified first Aid
Languages
Italian
Professional
References
References available upon request.
Timeline
Field Services Manager
Ministry of Transportation
06.2024 - Current
Telephone Advisor
Ministry of Labour, Training and Skill Development
04.2020 - 01.2021
Driver Improvement Counsellor
Ministry of Transportation
10.2003 - 06.2024
Acting Executive Assistant to the Regional Director
Ministry of Transportation
10.2000 - 01.2003
Customer Service Representative
Ministry of Transportation
01.1999 - 01.2000
Administrative Assistant to the Regional Manager
Ministry of Transportation
04.1995 - 12.1998
General Issuing Clerk/Financial Administrator
Ministry of Transportation
01.1990 - 04.1995
Receptionist
Ministry of Transportation
10.1989 - 01.1990
Learn on – Building Manager Essentials -
O.S.S.D. -
The Exceptional Assistant -
Fred Prior Seminar
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