Janet Ambrose-Lecoupe
Calgary,AB
Summary
Senior Advisor at Alberta Health Services specializing in operational efficiency and project management. Demonstrated success in improving customer service through strategic teamwork and communication. Initiated process improvements that resulted in measurable efficiency gains. Experienced in developing high-performing teams through targeted coaching and mentorship.
Overview
38
38
years of professional experience
1
1
Certification
Work History
Senior Advisor
Alberta Health Services
Calgary, Alberta
01.2023 - Current
- Collaborated with multidisciplinary teams to improve service delivery standards.
- Facilitated training sessions for staff on best practices and compliance measures.
- Provided expert guidance on operational improvements within the organization.
- Managed projects related to improving processes associated with delivering services or products.
- Monitored performance metrics related to customer service operations.
- Facilitated team meetings focused on identifying solutions to complex business issues.
- Collaborated with internal departments to create action plans for implementing changes identified.
- Coordinated with external vendors to ensure timely delivery of services and products.
- Provided technical support to staff members working with employees' data.
- Helped resolve problems by addressing problems analytically and with real-world data.
- Participated in brainstorming sessions aimed at generating innovative ideas for enhancing the client experience.
- Maintained positive working relationship with fellow staff and management.
- Monitored operations and reviewed records and metrics to understand company performance.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Help to provide data details and analysis for Audits to verify compliant policies and procedures.
Team Lead
Alberta Health Services
Calgary, AB
11.2011 - 01.2023
- Led the team in daily operations and ensured compliance with processes and procedures.
- Coordinated staff schedules, and maintained adequate coverage for meeting targets.
- Trained and coordinated the training of new team members on processes and best practices.
- Facilitated communication between departments to streamline workflows and enhance collaboration.
- Implemented quality assurance measures to improve accuracy through data integrity.
- Organized team meetings to discuss challenges and develop solutions collaboratively.
- Supported conflict resolution among team members to maintain a positive work environment.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Delegated daily tasks to team members to optimize group productivity.
- Delegated tasks appropriately according to individual skill sets.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Identified opportunities for process improvements, implementing changes when required.
- Motivated staff through positive reinforcement techniques.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Ensured compliance with company policies and procedures throughout the team.
- Supported the manager in developing plans for future projects, initiatives and objectives.
- Held regular one-on-one coaching sessions with staff members to encourage personal development.
- Collaborated with other departments to develop effective solutions that meet clients' needs.
- Coordinated team resources to achieve project goals.
- Reviewed completed work to verify consistency, quality, and conformance.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Established clear team goals aligned with company objectives, tracking progress regularly.
- Collaborated with other departments to streamline processes and improve interdepartmental cooperation.
Testing Coordinator
Alberta Health Services
Calgary, Alberta
02.2018 - 07.2019
- Coordinated testing schedules for test cycles for Alberta Health Services, Carewest, and Covenant.
- Managed communication between departments to streamline testing processes and updates.
- Developed training materials for staff on testing protocols and procedures.
- Facilitated meetings to discuss testing requirements and address concerns effectively.
- Implemented quality assurance measures to improve testing accuracy and reliability.
- Provided support in analyzing test results to inform departmental decision-making processes.
- Monitored testing area and equipment to minimize variables.
- Reported test results to inform management and improve production processes.
- Conducted manual tests on web-based applications to identify issues with functionality and usability.
- Ensured that all bugs reported during the testing process were tracked and documented accurately in a bug tracking system.
- Collaborated with cross-functional teams including product management, engineering, customer support and sales departments.
- Developed and implemented test plans, scenarios, scripts and procedures.
- Analyzed business requirements documents to develop comprehensive test strategies, plans and cases based upon those requirements.
- Coordinated user acceptance testing activities across multiple geographic locations.
- Verified bug fixes were properly addressed by developers.
- Worked with developers to ensure timely resolution of identified defects in the application.
- Performed regression testing on existing features to ensure they remain functional after changes have been made.
- Provided technical guidance to junior members of the team on best practices in software testing.
- Recruited and trained testing team members.
- Notified supervisors or other relevant personnel of test or production issues.
- Selected samples for use as test models.
Analyst - Payroll
Telus/Alberta Health Services
Calgary, Alberta
01.2011 - 11.2011
- Analyzed payroll data to identify trends and support decision-making processes.
- Maintained accurate records of all data collected during analysis processes.
- Collaborated with cross-functional teams on projects.
- Maintained positive working relationship with fellow staff and management.
- Identified the needs of clients promptly and efficiently.
- Audited to verify compliant policies and procedures.
- Identified opportunities for process improvements.
HR Administration Advisor
Telus Sourcing Solutions
Calgary, Alberta
01.2006 - 12.2010
- Collaborated with cross-functional teams to identify and address client needs effectively.
- Managed client relationships by providing ongoing support and strategic insights.
- Developed training materials for new team members to ensure knowledge transfer.
- Conducted workshops to improve staff skills in customer service and problem resolution.
- Implemented process improvements that streamlined service delivery and reduced response times.
- Answered inquiries from customers regarding employee setup.
- Directed and participated in recruitment and enrollment activities.
- Established and enforced administration policies and rules based on collective agreements and terms and conditions.
Supervisor - Retail
Purolator Courier
Calgary, Alberta
04.1994 - 10.2005
- Supervised daily operations for package sorting and delivery processes.
- Trained new employees on safety protocols and operational procedures.
- Coordinated team schedules to ensure efficient workflow and coverage.
- Monitored performance metrics and addressed issues promptly with staff.
- Implemented process improvements to enhance service efficiency and reliability.
- Facilitated communication between management and staff regarding operational updates.
- Resolved customer inquiries related to service issues and delivery timelines.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Directed and supervised a team of 35 in seven retail locations, and during the high season, managed 70 employees across nine locations, overseeing daily operations.
- Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.
- Auditing team members to ensure that processes and procedures are followed as company standards.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Monitored employee productivity to provide constructive feedback and coaching.
- Complied with company policies, objectives and communication goals.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Performed monthly inventory checks to ensure sufficient stock levels for all products.
- Collaborated with other departments to coordinate workflow processes between teams.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Trained new employees on company policies and procedures.
- Implemented quality control measures, significantly reducing error rates.
- Fostered a positive and motivating work environment, leading to an increase in team morale.
- Developed and maintained a safe working environment, adhering to all safety protocols and regulations.
- Developed strategies to improve team performance and productivity.
- Led weekly team meetings to discuss progress, address issues, and plan future actions.
- Acted as a liaison between upper management and staff, facilitating open communication.
- Participated in recruitment efforts by interviewing prospective candidates for open positions of all types.
- Participated in hiring halls, recruiting for positions across all departments.
- Evaluated the needs of each store and delegated tasks to optimize overall production.
- Worked closely with human resources to support employee management and organizational planning.
Reservations Manager & Front Office Assistant Mgr
Canadian Pacific Hotels
Kananaskis, Alberta
06.1987 - 04.1994
- Managed room inventory and allocation for peak occupancy periods.
- Coordinated with front desk and housekeeping to ensure seamless guest experiences.
- Oversaw reservation system updates for accurate booking information.
- Trained staff on reservation protocols and customer service standards.
- Developed procedures for handling guest inquiries and special requests.
- Collaborated with other departments such as sales, marketing, finance, and operations on strategies to increase occupancy rates at the hotel.
- Generated reports on a daily basis summarizing reservations activity including cancellations, no shows.
- Provided training for new reservation agents on computer systems and procedures.
- Conducted regular meetings with the team of reservation agents to discuss performance.
- Responded promptly to all customer complaints regarding reservations services.
- Scheduled staff shifts and assigned duties for reservation agents.
- Reviewed existing contracts with travel agencies regularly to ensure terms are up to date.
- Tour Coordinator for the tour season, coordinating rooms with tour companies.
- Prepare room rosters and coordinate the banquet for the company Christmas parties.
- Managed and coordinated lists for large conventions that required all rooms in all three hotels.
- Utilized software applications such as Microsoft Office Suite and hotel-specific programs for day-to-day tasks.
- Established relationships with vendors providing discounts or special offers for hotel guests.
- Assisted customers in selecting room types based on their preferences and budget constraints.
- Researched and resolved customer issues.
- Kept accurate knowledge of types of rooms available at various resort locations.
- Coordinated with front desk staff to maintain maximum occupancy.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Coordinated reservations and maintained accurate booking records.
- Assisted guests with inquiries and provided information about hotel services.
- Supported front office operations using hotel management software.
- Assisted in the preparation of reports and presentations, supporting office operations.
Education
Certificate - Children With Special Needs Certificate
Kelsey Institute
Saskatoon, SK04-1987
Diploma - Early Childhood Development
Kelsey Institute
Saskatoon, SK05-1986
Some College (No Degree) - Education 3 Years Completed 4th year not completed
University of Saskatchewan
Saskatoon, SKSkills
- Compassionate communication
- Project management
- Customer service
- Operational improvement
- Team collaboration
- Process improvement
- Quality assurance
- Work prioritization
- Coaching and mentoring
- Relationship building
- Performance evaluation
- Cross-functional teamwork
- Recruitment and interviewing
- Expectation setting
- Adaptability and flexibility
Certification
- Train the Trainer certificates from both Purolator Courier and Telus Sourcing Solutions
- First Aid Certificate
- Children's Special Needs Certificate
Languages
English
Professional
French
Limited
Affiliations
- Volunteer with Renfrew services providing support for Summer activities for Special Needs Children.
Timeline
Senior Advisor
Alberta Health Services
01.2023 - Current
Testing Coordinator
Alberta Health Services
02.2018 - 07.2019
Team Lead
Alberta Health Services
11.2011 - 01.2023
Analyst - Payroll
Telus/Alberta Health Services
01.2011 - 11.2011
HR Administration Advisor
Telus Sourcing Solutions
01.2006 - 12.2010
Supervisor - Retail
Purolator Courier
04.1994 - 10.2005
Reservations Manager & Front Office Assistant Mgr
Canadian Pacific Hotels
06.1987 - 04.1994
Certificate - Children With Special Needs Certificate
Kelsey Institute
Diploma - Early Childhood Development
Kelsey Institute
Some College (No Degree) - Education 3 Years Completed 4th year not completed
University of Saskatchewan
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