Heather Smith
Kingston,CA
Summary
Dynamic leader with a proven track record at Utilities Kingston, enhancing operational efficiency and customer satisfaction. Skilled in operations management and problem-solving, adept at fostering team productivity and reducing overhead costs. Achieved significant improvements in workflow and customer service, demonstrating strong decision-making and staff management capabilities. Accomplished Supervisor focused on meeting customer expectations and achieving company goals. Drives success by directing high-producing teams while developing lasting employee rapport. Exceptional knowledge of cost-reduction methods and streamlining production processes.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Supervisor Customer Care
Utilities Kingston
06.2014 - 01.2024
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
- Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
- Implemented cost-saving measures, significantly reducing operational expenses.
- Oversaw compliance with industry regulations and company policies, ensuring safe and legal operational environment.
- Enhanced operational workflow, identifying and eliminating bottlenecks in daily procedures.
- Negotiated with vendors to secure cost-effective contracts, resulting in significant budget savings.
- Reduced conflict incidents significantly, fostering cohesive team environment through effective conflict resolution strategies.
General Manager
Coleman & Associates
10.2009 - 06.2013
- Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
- Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Completed payroll and expenses for the inside and outside sales team with bi-weekly audits.
- Reconciled monthly expense accounts and bank statements.
- Completed the business banking as well as payments to vendors and the companies accounts receivables.
Manager Client Care
RBC Royal Bank
06.2005 - 09.2009
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- 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.
- Began as teller, then was promoted to cash cage manager, then promoted to Operations Support officer and eventually, Manager Client Care
- Responsible for cash audits, staff reviews and staff sales management as well as authorized signing officer.
- Managed the reward and recognition program for staff.
Education
Sports And Business Administration
Durham College
Oshawa, ONSkills
- Training and mentoring
- Goal-Oriented
- Staff Management
- Priority management
- Operations Management
- Expectation setting
- Decision-Making
- Problem-solving aptitude
- Strong customer service interactions
Languages
English
Professional Working
Accomplishments
- Supervised team of 11 staff members.
- Documented and resolved escalated which led to customer satisfaction and City of Kingston councillors satisfaction.
- Competed and resolved over 30 escalations to the Ontario Energy Board which eliminated fines to the local utility.
Certification
DEI Training
Healthy and Safety Training
Privacy Training
Diploma for Quickbooks
Anger in the workplace Training
Timeline
Supervisor Customer Care
Utilities Kingston
06.2014 - 01.2024
General Manager
Coleman & Associates
10.2009 - 06.2013
Manager Client Care
RBC Royal Bank
06.2005 - 09.2009
Sports And Business Administration
Durham College
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