JENNEL GOUVEIA
Toronto,ON
Summary
Operations Manager and talented leader with 9 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
10
10
years of professional experience
Work History
Operations Manager, Executive Health
Cleveland Clinic Canada
03.2022 - Current
- Supervise over 20 operations and clinical staff, keeping employees compliant with company policies and procedures.
- Empower employees through mentorship and coaching to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Lead Change Management process, ensuring smooth transitions during organizational changes and minimizing disruption to operations
- Analyze data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Manage relationships with vendors and key suppliers, including the development and monitoring of Service Level Agreements (SLAs)
- Develop comprehensive capacity plans to support business growth and infrastructure expansion.
- Develop forecasts for future resource needs based on historical trends and anticipated growth patterns, ensuring preparedness for upcoming demands.
- Monitor and report on progress of improvement projects, including their impact on efficiency, cost, and other key performance indicators (KPIs)
- Implement process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
Team Manager, Clinic Operations (Contract)
TELUS Heath
03.2021 - 12.2021
- Led employee relations through effective communication, coaching, training, and development.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
- Implemented training programs to maximise team member development and potential.
- Determined operation strategies by conducting needs assessments, performance reviews, strategic planning, cost/benefit analysis, productivity, quality & customer service standards, and ensuring alignment with overall objectives
- Introduced new policies, procedures, and training documentation to commensurate with the size and scope of our growing business.
- Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
Operations Manager
Canadian Teleradiology Services, Toronto
07.2014 - 12.2020
- Increased client base by identifying new business opportunities and cultivating strong relationships with key decision makers.
- Facilitated regular communication with clients to ensure their needs were met, fostering long-lasting relationships built on trust and mutual respect.
- Developed customized solutions for clients based on a deep understanding of their unique pain points, delivering exceptional value and driving repeat business.
- Performed client research and identified opportunities for account growth, account penetration and market expansion.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Developed systems and procedures to improve operational quality and team efficiency.
Education
Project Management Professional Certificate -
PMI
Pennsylvania, USA12.2022
Bachelor of Commerce -
Nipissing University
North Bay12.2022
Business Diploma - Business
Seneca College
Toronto, ON06.2020
Certified Medical Lab Technician -
MLPAO (Formerly OSMT)
Toronto, ON11.2010
Medical Laboratory Technician Diploma -
Medix College
Toronto, ON11.2010
High School Diploma -
Mary Ward Catholic School
Toronto, ON06.2006
Skills
- Strategic planning and implementation
- Change leadership
- Budget management
- Vendor negotiation
- Process improvement
- Team recruitment and onboarding
- Information systems and technology implementation
- Healthcare compliance and regulation
- Operational performance monitoring and analysis
- Policy development and implementation
- Patient safety and security management
- Stakeholder relationship management
- Workplace safety compliance
- Patient satisfaction improvement
Hobbies and Interests
- Community involvement
- Travelling
- Cooking
- Reading
Languages
English
Native or Bilingual
Timeline
Operations Manager, Executive Health
Cleveland Clinic Canada
03.2022 - Current
Team Manager, Clinic Operations (Contract)
TELUS Heath
03.2021 - 12.2021
Operations Manager
Canadian Teleradiology Services, Toronto
07.2014 - 12.2020
Project Management Professional Certificate -
PMI
Bachelor of Commerce -
Nipissing University
Business Diploma - Business
Seneca College
Certified Medical Lab Technician -
MLPAO (Formerly OSMT)
Medical Laboratory Technician Diploma -
Medix College
High School Diploma -
Mary Ward Catholic School
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