Hope De L'étoile Trudeau

•Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
•Planned and led team meetings to review business results and communicate new and ongoing priorities.
•Established ambitious goals for employees to promote achievement and surpass business targets.
•Evaluated individual and team business performance and identified opportunities for improvement.
•Supported team daily with monitoring their questions and calls.
•Organized team activities to build engagement and foster pleasant workplace culture.
•Ensured compliance with safety regulations and company policies was respected.
•Interviewed prospective employees and hired to fill in business needs.
•Executed strategic sales plans to expand customer base and revenue.
•Analyzed sales data to identify trends and adjust strategies accordingly.
•Coordinated with other departments to ensure smooth flow of operations.
•Resolved customer inquiries and complaints requiring management-level escalation.

• Resolution of all associate team escalations.
• Monitored team members by doing spot-checks and compliance to ensure conformity with AUDIT.
• Developed and implemented strategies in order to increase efficiency and decrease error-ratio for the associates team.
• Mentored team members on completing the legal documentation.
• Worked in partnership with branches to assure client satisfaction.
• Prioritized tasks to meet tight deadlines, pitching in to assist others with their workload.
• Created informational guides that was used as main resources/support for the associate team.
• Pro actively found solutions to needs within the team.

• Prepared legal documents for the estate process with executors.
• Reviewed Legal documentation of deceased customer and ensured procedure was followed in accordance with the Province of residence.
• Developed support guide for associate team members.
• Helped with escalations and rush cases.
• Helped monitor progress for other team members by reviewing their cases and using a compliance tracker.
• Worked alongside branches to ensure client satisfaction.

• Met customer call guidelines for service, handle time and productivity. Observed through the team Scorecard.
• Delivered exceptional customer service by knowledge of products and services. Creating welcoming and positive experiences.
• Maintained up-to-date knowledge of product and service changes.
• Followed up with customers during complaints to maintain high standards of customer service.
• Promoted available products and services to customers during calls.
• Part of the test and learn team; testing new procedures for the call center before implementation.

• Managed and motivated employees.
• Trained new employees.
• Monitored cash intake and deposit records at end of day, increasing accuracy, and reducing discrepancies.
• Money exchanges with GARDA security.
• Customer service- returns and exchanges.
• Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
• Opened and closed the pharmacy.

• Secretary task; appointment scheduling, maintenance of faxes and emails.
• Write medical records/forms for the Dr during consultations.
• Listen to client/Dr consultations.
• Welcome clients to the clinic.
• Evaluate patients using medical quizzes and the Moca scale.

• Customer service.
• Answering client questions and make recommendations based on their needs.