Kate MacDougall

Leadership, Development & Human Resource Management

• Responsible for leading 40+ union and excluded employees
• Produced staffing matrix to provide adequate coverage of department.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
• Mentored and coached team members to foster productive and engaging work environment.
• Coached and promoted high-achieving employees to fill leadership positions with qualified staff and boost company growth.
• Achieved team goals through formalized training plans, coaching, and performance management.
• Implemented innovative programs to increase employee loyalty and reduce turnover.
• Providing direction, oversight, and support on workforce and attendance management.
• Providing direction, oversight, and support on all labour relations activities.
• Accomplished consistent increases in annual employee engagement surveys.
• Completed succession planning for multiple alternates for all department positions.

Operations & Financial Management

• Developed $25 million annual operating budget. Examined period and quarterly financials to determine business operating capacity and control costs.
• Executed appropriate staffing and budgetary plans to align with business forecasts.
• Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
• Spearheaded implementation of process improvements and cost-saving initiatives to increase value and maximize profits.
• Brainstormed and developed sales strategies to achieve short and long term sales revenue objectives.
• Oversaw successful implementation of operational strategies, policies and procedures to drive organizational growth and productivity.
• Developed and implemented new document management systems to improve organizational efficiency and productivity.
• Implemented productivity benchmarks across departments to maximize company revenue.
• Developed and achieved KPIs for departments and individual performance through teamwork and focus on customers.
• Established and monitored quality assurance standards to achieve operational excellence.
• Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
• Held regular meetings to create and execute business plans and workshops to drive successful business.
• Negotiated with vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement.
• Collaborated with senior management to develop and execute long-term corporate goals and objectives.
• Crisis management through significant provincial and global events with political sensitivity and reputational risk.

Customer Relationship Management

• Relationship management of 10,000 public and private sector customers across 13 customer types, annual sales volume of over $2.2 billion per year.
• Built customer journeys across multiple marketing contact channels and focused on direct mail, short message service, email and web notifications.
• Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
• Developed and implemented customer care policies, procedures and regulations necessary to satisfy customer base.
• Developed quality assurance program to evaluate interactions between associates and customers to assess personnel performance.
• Conducted surveys to determine customer opinion of products and services.
• Communicated with customers to identify needs and expectations.
• Analyzed customer feedback and identified areas for improvement to drive business success.
• Employed comprehensive benchmarks and KPIs to establish and monitor customer service standards.
• Built relationships with customers and community to establish long-term business growth.
• Resolved problems with high-profile customers to maintain relationships and increase return customer base.
• Engaged in product training, demonstrations, consumer awareness and branding initiatives to raise awareness and revenues.

Project & Change Management

• Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
• Developed project control roadmap to guide various projects. Oversaw up to 10 projects simultaneously without sacrificing standards.
• Hired and managed consultants and contractors to complete project tasks.
• Sourced, vetted and managed vendors needed to accomplish project goals.
• Recruited and oversaw personnel to achieve performance and quality targets.
• Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
• Developed and implemented project plans and budgets to ensure successful execution.
• Directed project design functions, developed proposals and conversed with customers and funders.
• Facilitated workshops to collect project requirements and user feedback.
• Monitored project progress, identified risks and took corrective action as needed.
• Monitored project and program quality to meet audit expectations.
• Verified quality of deliverables and conformance to specifications before submitting to clients.
• Reported regularly to executives on project budget, progress and technical problems.

• Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
• Increased sales by 30% and minimized shrinkage through excellent customer service and adherence to standard practices.
• Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
• Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
• Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
• Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
• Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
• Mitigated business risks by working closely with staff members and assessing performance.
• Recruited, hired, and trained initial personnel.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Trained and guided team members to maintain high productivity and performance metrics.
• Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
• Implemented innovative programs to increase employee loyalty and reduce turnover.

• Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
• Lead re-location to a new high volume location.
• Increased sales by 10% through the implementation of a selling model and individualized sales targets.
• Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
• Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
• Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
• Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
• Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
• Mitigated business risks by working closely with staff members and assessing performance.
• Recruited, hired, and trained initial personnel.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Trained and guided team members to maintain high productivity and performance metrics.
• Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
• Implemented innovative programs to increase employee loyalty and reduce turnover.

• Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
• Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
• Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
• Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
• Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
• Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
• Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
• Mitigated business risks by working closely with staff members and assessing performance.
• Recruited, hired, and trained initial personnel.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Trained and guided team members to maintain high productivity and performance metrics.
• Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
• Implemented innovative programs to increase employee loyalty and reduce turnover.