Summary
Overview
Work History
Education
Skills
Websites
Languages
Interests
Timeline
Generic

Joanne M. Couture

Welland,Canada

Summary

Professional leader with proven ability to drive team success and adapt to changing needs. Strong focus on collaboration, communication, and achieving results. Expertise in project management, conflict resolution, and performance optimization. Reliable and flexible, always ready to support and inspire team members.

Overview

22
22
years of professional experience

Work History

Team Manager

Accenture
03.2020 - Current
  • Lead a team of Marketing Experts to achieve/exceed KPI's working together to meet both the company and Client's goals
  • Collaborate with Operations and Training departments to ensure the ongoing development and success of direct reports while meeting the business and Client's needs
  • Coach, develop and mentor both new hire and tenured employees
  • Foster and cultivate a culture of engagement, empowering employees and supporting ideas in a fast-paced environment
  • Manage and embrace a changing environment, while ensuring employees have a clear understanding of the business expectations to deliver superior client satisfaction

Supervisor of Coordination

Paramed Home Health Care
03.2019 - 03.2020
  • Supervise, monitor and coach a team of 50-60 Assignment Coordinators
  • Create and maintain work schedules for Coordination Team
  • Monitor key metrics by ensuring team meets targets/goals for cancelled visits, missed care and referral acceptance
  • Collaborate with all departments including Senior Management, Accounting, HR, Recruiting, Nursing/Field Staff and Nursing Supervisors
  • Communicate regularly with Clients/Caregivers, family of Clients and appropriate professionals
  • Championed continuous improvement initiatives aimed at enhancing overall coordination efficiency within the organization.
  • Cultivated a high-performance culture within the coordination department by setting clear expectations, providing regular feedback, and recognizing outstanding achievements.

Operations Manager

Convergys/Concentrix
09.2002 - 12.2018
  • Led, coached and supervised a group of Service and Sales Team Leaders
  • Provided effective leadership while driving and improving sales and service performance to ensure Client Service Level Agreement and financial expectations were achieved
  • Demonstrated leadership through the coaching of high performance teams
  • Ensured that company policies and company values were demonstrated in each client interaction
  • Drove consistent top performance through daily communications with an open-door policy
  • Communication of goals and active listening to the team, incorporating feedback for engagement in achieving the goals
  • Mentoring, training, developing and managing performance of Team Leaders and their teams to achieve/exceed KPI's
  • Analyzed financial drivers, managed efficiency metrics, productivity and shrinkage, which supported an annual revenue target of $7.3 M annually
  • Confidently participated in daily/weekly meetings with the client to create and maximize results and relationships
  • Site Compliance Officer responsible for ensuring Client's information is protected and policies are adhered to through inspection and communication
  • Created a positive work environment through employee engagement
  • Participated in Employee Engagement task force, and initiatives such as Employee Recognition and Employee Opinion Action plan
  • CM People Network representative for the site, worked with peers globally to recognize employees and drive engagement participation initiatives
  • Partnered with Ontario College of Trades and Niagara with Customer Service Apprenticeship program
  • Program resulted in increased awareness, engagement and gained over $1,000,000 in financial incentives for Convergys
  • Participated in cross-functional meetings with operational support functions: Training, Human Resources, Quality, Work Force Management, Talent Acquisition and partner to define action plans that resolved issues and drove continuous improvement

Education

High School Diploma -

Iroquois Falls High School
Iroquois Falls, ON

Skills

  • Employee coaching and mentoring
  • Schedule management
  • Problem-solving abilities
  • Intermediate Word
  • Intermediate Excel
  • Effective communication
  • Goal & Solutions-Oriented
  • Employee relations and conflict resolution
  • Customer focus
  • Ethics and integrity
  • Operational excellence
  • Team collaboration
  • Succession planning

Websites

Languages

English
Full Professional

Interests

  • Camping
  • Outdoor Recreation
  • DIY and Home Improvement
  • Spending time with family

Timeline

Team Manager

Accenture
03.2020 - Current

Supervisor of Coordination

Paramed Home Health Care
03.2019 - 03.2020

Operations Manager

Convergys/Concentrix
09.2002 - 12.2018

High School Diploma -

Iroquois Falls High School

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Joanne M. Couture