Jasmine Horner
Sault Ste. Marie
Summary
Highly motivated and results-oriented professional with 10+ years of experience in Customer Service and Management. Proven ability to lead a team to succeed, improve efficiency, and show excellent results. Ability to work independently, as well as thrive in a team environment. Seeking a challenging position at OLG where I can contribute my skills and experience to support the organization's goals.
Overview
11
11
years of professional experience
Work History
Assistant Branch Manager
Cash Money Cheque Cashing
Sault Ste. Marie, ON
10.2017 - Current
- Support the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Train and develop new team members in alignment with branch service standards and objectives.
- Monitor daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Oversee successful completion of internal audits
- Respond to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Monitor and manage KPI's, providing coaching, feedback and ways to improve performance for each team member.
- Oversee recruitment and onboarding of new team members.
- Ensure the attendance, performance, and development goals are being met by all team members.
ALERT Supervisor
Agero
Sault Ste. Marie, ON
04.2014 - 10.2017
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Take over high-escalated client calls, and ensure all issues are promptly and appropriately rectified.
- Conducted performance reviews to identify areas for improvement, setting clear objectives for team members.
- Maximized employee retention, fostering a supportive work environment and offering growth opportunities.
Education
Diploma -
Algonquin College
Ottawa, ON09-2025
High School Diploma -
White Pines Collegiate & Vocational School
Sault Ste. Marie, ON06-2013
Skills
- Team development
- Leadership
- Ability to challenge and support others to drive and achieve results
- Excellent analytical and problem-solving skills
- Risk assessment
- Coaching, mentoring, feedback
- Interpret data, identify trends, and produce solutions to complex problems
- Communication and interpersonal skills
- Ability to maintain positive relationships with colleagues
- Adaptability
- Ability to lead and motivate a team
Timeline
Assistant Branch Manager
Cash Money Cheque Cashing
10.2017 - Current
ALERT Supervisor
Agero
04.2014 - 10.2017
Diploma -
Algonquin College
High School Diploma -
White Pines Collegiate & Vocational School