Joy McLaughlin
Calgary,AB
Summary
Skilled Customer Service Professional with years of proven front line customer service expertise. Proven abilities in process execution, process improvement and delivering change management. Great decision-maker and valued employee. Proven history of reliability, resourcefulness and effective leadership.
Overview
40
40
years of professional experience
Work History
Customer Service Lead
TC Energy
02.1982 - 12.2021
- Senior Team member of Customer Call Centre which handled direct calls from customers to answer questions and assist and resolve any issues or problems they encountered to execute daily gas cycles on the pipeline.
- Ensured multiple processes were completed in a timely manner to support the movement of natural gas on TC Energy's pipeline system.
- Worked with interconnecting pipelines to schedule gas for daily nomination cycles.
- Trained and mentored new and existing team members.
- Created and ensured reference procedures were updated and current to team members.
- Participated as a business representative on several large multi year projects to replace outdated customer facing applications with updated ones taking advantage to streamline and improve customer interfaces and information flow. This included executing business testing, analysis and information gathering.
- Performed external customer and internal training with affected business teams on new processes and features of the new applications.
- Created and maintained new training material and internal business procedures for the new applications.
Education
High School Diploma -
Kitchener Waterloo Collegiate
Kitchener, OntarioSkills
- Customer Relations
- Product Support
- Execution of daily and monthly processes
- Research and Analysis
- Business Testing
- Training Material Creation and Updates
- Delivering Change Management
- Interpersonal Communications
- Interdepartmental Communication
- Microsoft Word, Microsoft Office, Excel skills
Languages
English
Professional Working
Timeline
Customer Service Lead
TC Energy
02.1982 - 12.2021
High School Diploma -
Kitchener Waterloo Collegiate
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