Gail Audette-Sand
Regina,SK
Summary
Dynamic leader with extensive experience at Saskatchewan Crop Insurance, excelling in team leadership and strategic planning. Proven track record in enhancing customer satisfaction and operational efficiency through effective staff training and conflict resolution. Skilled in project management, driving continuous improvement initiatives that resulted in significant performance gains.
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Overview
45
45
years of professional experience
Work History
Manager Enterprise Portfolio Management
Saskatchewan Crop Insurance
01.2021 - 04.2025
- Assisted in daily operations to ensure smooth workflow and efficient task completion.
- Supported team in implementing new processes for improved productivity and accuracy.
- Learned and utilized various tools and systems to streamline operational tasks.
- Adapted quickly to changing priorities, maintaining focus on essential duties.
- Collaborated with team members to enhance communication and teamwork effectiveness.
- Participated in training sessions to develop skills relevant to managerial responsibilities.
- Provided feedback on workflow improvements for increased efficiency within the team.
- Engaged in problem-solving activities to address routine challenges effectively.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Controlled costs to keep business operating within budget and increase profits.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Improved safety procedures to create safe working conditions for workers.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Organized professional development programs for staff, leading to improved performance and skill sets.
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Regional Manager
Saskatchewan Crop Insurance
09.2010 - 01.2021
- Oversaw regional operations, ensuring compliance with agricultural insurance regulations and policies.
- Developed and implemented training programs to enhance staff performance and customer service quality.
- Analyzed claims data to identify trends, improving risk assessment processes and decision-making efficiency.
- Collaborated with cross-functional teams to streamline workflows and optimize resource allocation across regions.
- Led strategic planning initiatives to enhance service delivery and achieve organizational goals in crop insurance.
- Mentored junior managers, fostering a culture of continuous improvement and professional development within the team.
- Monitored regional performance metrics, implementing corrective actions to address deficiencies and drive results.
- Advocated for policy changes based on stakeholder feedback, enhancing coverage options for clients in the region.
- Enhanced team performance by providing regular coaching, training, and performance feedback to staff members.
- Promoted a culture of continuous improvement through ongoing process reviews, employee engagement initiatives, and open channels of communication.
- Increased customer satisfaction with timely resolution of escalated issues and proactive communication on product updates.
- Collaborated with executive leadership to establish long-term objectives, drive growth initiatives, and align regional efforts with corporate goals.
- Established and maintained operational standards for Number locations.
- Streamlined operational processes for increased efficiency by identifying areas of improvement and implementing necessary changes.
- Mentored and developed high-potential employees for leadership roles through individualized career development plans and opportunities for growth.
Customer Service Manager
Saskatchewan Crop Insurance
10.1989 - 09.2010
- Developed and implemented customer service training programs to enhance staff performance and service quality.
- Analyzed customer feedback to identify trends, improving response strategies and enhancing client satisfaction.
- Streamlined complaint resolution processes, reducing response times and ensuring consistency in service delivery.
- Led cross-functional teams to address complex customer issues, fostering collaboration and efficient problem-solving.
- Established key performance indicators to measure team effectiveness and drive continuous improvement initiatives.
- Managed escalated inquiries from clients, ensuring timely resolutions that aligned with organizational policies.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
Customer Service Representative
Saskatchewan Crop Insurance
04.1980 - 10.1989
- Provided excellent customer service.
- Processed insurance claims using specialized software, ensuring accuracy and compliance with company standards.
- Organized and maintained office records, enhancing retrieval efficiency and data integrity.
- Assisted in customer inquiries by providing accurate information regarding crop insurance policies and procedures.
- Collaborated with team members to streamline administrative processes, improving overall workflow productivity.
- Conducted data entry tasks while maintaining a high level of attention to detail and consistency.
- Implemented filing systems that improved document organization and accessibility for staff members.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Responded to inquiries from callers seeking information.
- Maintained composure in stressful situations and continued to provide helpful and kind guest services for fantastic customer satisfaction.
- Upheld strict confidentiality standards when handling sensitive client or company information in both digital formats or hard-copy documents.
- Reduced errors in data entry tasks by implementing a thorough proofreading system before submission.
- Supported office operations by troubleshooting technical issues with computers, printers, and other equipment as needed.
- Handled incoming business and client requests for information.
- Improved financial record-keeping accuracy with diligent tracking of invoices, payments received, and expense reports submitted for reimbursement.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Utilized office management software to record and track customer information.
- Assisted customers with inquiries, providing accurate information and resolving issues promptly.
- Managed customer accounts, ensuring data accuracy and timely updates.
Education
Certificate - Organizational Change Management
Proscii
Calgary, AB2022
Portfolio Management
Professional Portfolio Management
Toronto, ON2016
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Verbal and written communication
- Complex Problem-solving
- Staff training and development
- Staff management
- Task delegation
- Goal setting
- Documentation and reporting
- Relationship building
- Strategic planning
- Project management
- Cross-functional teamwork
- Project planning
- Performance management
- Staff development
- Conflict resolution
Languages
English
Full Professional
Timeline
Manager Enterprise Portfolio Management
Saskatchewan Crop Insurance
01.2021 - 04.2025
Regional Manager
Saskatchewan Crop Insurance
09.2010 - 01.2021
Customer Service Manager
Saskatchewan Crop Insurance
10.1989 - 09.2010
Customer Service Representative
Saskatchewan Crop Insurance
04.1980 - 10.1989
Certificate - Organizational Change Management
Proscii
Portfolio Management
Professional Portfolio Management