Jung Hwa (Alice) Shin

• Led cross-functional operational team redesigns to improve service delivery.
• Cross-trained existing employees to maximize team availability and overall department performance to strengthen business continuity and team agility.
• Implemented standardized onboarding training plan for new hires to strengthen employee retention and performance success.
• Implemented updated internal career progression model with introduction of competency matrix and leadership requirement.
• Developed culture-based workshops to strengthen team value, employee engagement, and accountability.
• Developed and delivered department Leadership Program.
• Provided regular 1on1 and career development coaching support to department team members.
• Act as liaison with Finance, Sales, Support and Systems teams to promote continuous improvement initiatives to enhance overall customer experience.
• Business lead for Data Services to support organizational change initiatives, including product enhancements and releases.

• Responsible for startup operations of UBC Workday Support Contact Centre.
• Developed strategy for onboarding, training, leading go-live implementation of Workday ERP system for ISC Tier 1 Service Centre Team.
• Executed on all operational and day to day requirements for new ISC contact centre, supporting both Vancouver & Okanagan campuses.
• Developed systems, reports, tools & metrics to support the day to day operations of the team and department.
• Established Strategic Objectives including KPI’s and targets for Department and roles.
• Developed coaching and employee development framework to inspire high performing culture with a strong customer focus.
• Worked with internal partners to develop processes and training to support various business areas. Liaise with UBC Departments and Faculties to address concerns to enhance support experience.

• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Followed through with client requests to resolve problems.
• Developed strong relationships with Department heads to work cross functionally to track all customer pain points and determine areas of opportunities to improve organizational effectiveness and customer support requirements.
• Set client service standards and strategy for each account, with specific KPIs to meet and exceed targets.
• Created reporting, training and processes where needed to ensure the success of the department as it relates to exceeding all customer expectations of world class service.
• Analyzed contact centre operations to partner with IT to implement and/or develop solutions to promote operational efficiency and continuous improvement.
• Worked collaboratively with Marketing, Product and Quality leads to ensure high product and service integrity.

• Supported start up operations for BC Cannabis Stores Contact Centre Operations.
• Responsible for the design, development and implementation of Quality methodology, process and procedures.
• Supported hiring and led the onboarding and training program of Contact Centre Agents as well as Quality Analyst team.
• Implemented Quality Assessment Program and coordinated system requirements to support quality evaluation process including call monitoring process.
• Developed KPIs, utilizing performance management tools and systems to ensure proper reporting and analysis of overall Contact Centre Quality performance.
• Analyzed data and developed reports on call trends to address process improvement, coaching and/or training opportunities to foster continuous improvement and service excellence.
• Developed and implemented coaching program to ensure positive, collaborative and supportive work environment promoting high employee engagement and development.
• Partnered with cross functional teams and departments to strengthen overall customer experience.

• Responsible for areas of Sales, Administration and Support Teams, working closely with Team Leads to develop systems and processes to optimize operations to enhance overall customer experience.
• Responsible for oversight of end user experiences of both SaaS platforms MyResults for patients and LaunchPad for Health Care Providers, in BC and Ontario.
• Reporting to the CEO/COO and working alongside cross-departmental Senior Leaders to plan, recommend, develop, and initiate new processes to support strategic objectives, corporate goals and organizational growth.
• Implemented cross-departmental and functional organizational redesign to optimize workflow to reduce backlog, improve SLAs, reducing operational expenses and strengthen business continuity.
• Developed department tools and systems to promote operational efficiency and team development for business continuity.
• Recommended system enhancement requests with Development/IT Leads to ensure department, business and client needs were being addressed.
• Addressed all escalated customer concerns.
• Developed departmental and operational reporting as well as KPIs for team development.
• Hosted monthly Service Level reporting to external clients to track progress on their Paperless Initiative.
• Provided guidance, support and coaching to department Team Leads and team members, managing all employee concerns in a positive and supportive manner.
• Developed standardized onboarding, training and performance review structure to promote employee satisfaction, engagement and development.

• Developed and facilitated all onboarding activities for key corporate business roles to optimize new hire experience to Aritzia's 'How We Work' culture.
• Reporting to the Director of Talent Management and working closely with Talent Managers and hiring Managers to collaborate on onboarding documents to ensure the successful coordination of all onboarding activities are managed effectively and consistently.
• Supported Corporate HR in the coordination and facilitation of Annual Employee Review Program.

Corporate Operations Manager (Jun 2012 - Aug 2012)

• Working closely with the VP of Corporate Operations, to support and promote the company culture based on entrepreneurial and methodical principles.
• Provided support to Divisions & Departments with research, analysis and implementation of initiatives and projects.
• Coordinated organizational initiatives to promote operational efficiency and performance excellence. Collaborate with Department heads to create reference materials to support the department and the business.

• Responsible for a department of 40 Administrators inclusive of Assistant Manager,Team Leads and Supervisors.
• Responsible for the day to day operations of Group benefit setup, contract creation & amendments, maintenance of Group renewals and member benefit enrollments.
• Developed systems, tools and tracking to develop KPIs and SLAs.
• Implemented Quality Assurance Program to promote Operational and quality excellence.
• Liaised with other internal department leads to ensure operational effectiveness to enhance customer experience.
• Worked collectively with Union Executives to ensure positive and constructive work environment fostering teamwork and collaboration.

• Designed, developed and implemented new post new hire training program to address high employee attrition and performance success of team members from concept to execution.
• Developed a new post in-class training curriculum to support new hires in applying hands on experience with the goal of building skills and performance to achieve 85% of Call Centre KPI targets inclusive of Quality, Productivity and Sales.
• Developed systems, processes and tools to track team member performance.
• Motivating, coached and led a team of 18 Training Support Consultants (TSC), who are responsible for supporting the hands on training environment for new and existing staff overseeing multiple hiring groups 14 Agents each.
• Strong focus in developing coaching and facilitation skills of TSC's.
• Worked in conjunction with department Team Managers to ensure collaboration on new hire development and coaching focus.
• Provided regular coaching and feedback to to mentor TSCs for career progression.

Quality Manager (2005)

• Responsible for the oversite of the Regional Quality Program supporting team of Quality Assurance Agents in supporting the quality evaluations requirements for call centre agents.
• Hosted regional Manager calibration sessions to ensure clarity and consistency of understanding the governance of the Quality Program.
• Managed and addressed quality disputes and updated expectations as required to ensure continued calibration and consistency within teams.

Team Manager (2001 - 2004)

Training Specialist (2000)

Customer Service Representative (1996-2000)