Summary
Overview
Work History
Education
Skills
Timeline
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Erin Lapp

Elmvale

Summary

Team-oriented professional prepared to take on leadership responsibilities with focus on driving results and fostering collaboration. Proven success in managing teams, overseeing project execution, and adapting to dynamic work environments. Known for reliability, flexibility, and strong organizational skills, ensuring seamless team operations and achievement of goals.

Overview

13
13
years of professional experience

Work History

Team Lead Customer Attachment (secondment)

Enbridge
03.2023 - 04.2024
  • Recruit, manage and coach a team of 35 unionized employees with 16 direct reports.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Handled customer and builder escalation calls regarding installation timelines, application progress, employee interactions and billing account issues.
  • Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
  • Reviewed, approved timesheets and time off requests, as well as managing overall vacation schedule to ensure adequate coverage.
  • Responsible to ensure policies, procedures and processes are properly executed.
  • Accountable to ensure employees are equipped, trained and motivated to handle gas applications, customer inquiries and internal department inquiries.
  • Responsible for working with cross functional internal teams in order to effectively assess needs as processes are evaluated for efficiency and customer focus.
  • Participated in the development and refinement of customer attachment processes through Process Improvement Committee and teams.
  • Worked with municipal offices, other departments and contractors to develop and implement new processes to streamline workflow and reduce timelines.

Customer attachment centre coordinator

Enbridge
09.2022 - 03.2023
  • Offer friendly and efficient service to new and existing customers to ensure a positive experience with Enbridge.
  • Maintain courteous and effective working relationships with other departments and contractors.
  • Identify issues, analyze information and provide solutions to problems for customer inquiries and department questions.
  • Demonstrate respect, friendliness and willingness to help wherever needed.
  • Manage workflow with applications, project updates/creations, customer inquiries, PO requests and record captures.
  • Share responsibility for Areas 20 and 50.
  • Carry out day-day-day duties accurately and efficiently in AFE, IDF, C55, Maximo and Customer Connections Worksuite.
  • Contact customers and builders regarding planned work, Enbridge expectations and requirements for service.
  • Review new applications and create work packages for CCFRs.

WMC Customer Connections Clerk

Enbridge
09.2015 - 09.2022
  • Offer friendly and efficient service to new and existing customers to ensure a positive experience with Enbridge.
  • Maintain courteous and effective working relationships with other departments and contractors.
  • Identify issues, analyze information and provide solutions to problems for customer inquiries, department questions and error listings.
  • Demonstrate respect, friendliness and willingness to help wherever needed.
  • Manage workflow with new eapps, loadsheets, builder start sheets, email inquiries and error listings.
  • Share responsibility of the area Appointment Board.
  • Carry out day-day-day duties accurately and efficiently in SAP, eGIS, Maximo and Customer Connections Worksuite.
  • Contact customers and builders regarding planned work, Enbridge expectations and requirements for service.

Locate Coordinator

Aecon Utilities
08.2011 - 09.2015
  • Reviewed incoming locates and packaged ready work for crews.
  • Participated in weekly scheduling meetings to maintain work efficiency.
  • Scheduled and managed Gazifere workload.
  • Managed yard damages and investigations.
  • Participated in Foremen meetings and Toolbox Talks.
  • Established a master locate database to organize the workload of 26 crews.
  • Created traffic management plans for service installs and projects.
  • Requested permits for all work.
  • Maintained positive relationships with locate providers, subcontractors, Municipalities in Area 60/90 and client.
  • Assisted with new company initiative for Aecon One for the Ottawa yard.

Education

Bachelor of Arts - Criminology

Carleton University
Ottawa, ON
06.2011

Skills

  • Conflict resolution
  • Customer service
  • Excellent knowledge of Microsoft Office Suite
  • Sound knowledge of SAP, eGIS, Maximo and CCWorksuite
  • Results oriented
  • Excellent communication skills
  • Time Management
  • Teamwork
  • Coaching and mentoring
  • Attention to detail
  • Relationship building
  • Leading team meetings

Timeline

Team Lead Customer Attachment (secondment)

Enbridge
03.2023 - 04.2024

Customer attachment centre coordinator

Enbridge
09.2022 - 03.2023

WMC Customer Connections Clerk

Enbridge
09.2015 - 09.2022

Locate Coordinator

Aecon Utilities
08.2011 - 09.2015

Bachelor of Arts - Criminology

Carleton University

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Erin Lapp