KAYLA CHARBONNEAU
Summary
Motivated, quality-focused individual looking to seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills, and gain further experience in healthcare.
Overview
11
11
years of professional experience
Work History
Workforce Management Scheduler
SHAW COMMUNICATIONS
06.2022 - Current
- Collaborated with HR personnel to ensure adequate staffing levels were maintained during peak periods while minimizing overtime costs.
- Remained solutions-oriented in face of complex problems to assist management and overall business direction.
- Volunteered to help with special projects of varying degrees of complexity.
- Completed bi-weekly payroll for 130~ employees.
- Coordinated with human resources department to handle payroll and personnel databases.
Workforce Management Real-Time Coordinator
SHAW COMMUNICATIONS
08.2020 - 06.2022
- Gathered and organized materials to support operations.
- Constantly reviewed call centre efficiencies and supported all agents in the Consumer sector to ensure targets were exceeded.
- Collected and analyzed business data from various departments to prepare reports and presentations for management in daily meetings.
- Assisted in the interview process - asking detailed questions pertaining to the role, note taking, and deliberating with senior management on determining the right fit for the team.
- Coached employees through day-to-day work and complex problems.
- Facilitated one-on-one training with new hires to the Real-Time Coordinator team.
Base Management Expert
SHAW COMMUNICATIONS
01.2019 - 08.2020
- Supported frontline agents nationally (both phone and chat representatives) with billing and technical inquiries to increase efficiency with call centre targets.
- Trained frontline agents on a national level, on using technical programs that would increase their personal level of efficiency with supporting customers.
- Handled all escalation calls with a professional and calm demeanor.
- Worked with Cost to Serve team doing analytics to achieve success reducing the cost in which to serve our customers over the course of a 6-month period.
Billing Customer Advisor – Chat Support
SHAW COMMUNICATIONS
12.2017 - 01.2019
- Exhibited high energy and professionalism when dealing with clients and staff.
- Guided customers through product selection, offering tailored recommendations based on individual needs.
- Trained third-party representatives in Ontario, BC, about the billing role and being a face of Shaw's company culture
- Can type 75 WPM (words per minute)
- Excellent communication skills, both written and verbal as I have worked on both phone, and eCare (chat) in the call center at Shaw
Technical Support - Phone Representative
SHAW COMMUNICATIONS
12.2016 - 12.2017
- Asked open-ended questions to assess customers' needs
- Demonstrated professionalism and courtesy with customers always
- Large knowledge retention to provide high quality customer support
- Organized and diligent – helps when working under pressure
- Friendly and adaptive with people
- Very familiar with all Microsoft programs.
Deli Clerk
THRIFTY FOODS
04.2016 - 11.2016
- Reported to each shift on time and ready to work
- Followed food safety procedures according to company policies and health and sanitation regulations
- Performed all position responsibilities accurately and in a timely manner.
Food Service Worker
TIM HORTONS
02.2013 - 04.2016
- Consistently provided friendly guest service and heartfelt hospitality
- Cross-trained and coordinated scheduling with team members to ensure seamless service
- Maintained high standards of customer services during high-volume, fast-paced operations.
Education
CERTIFICATE – NURSING UNIT ASSISTANT -
Vancouver Island University
Duncan, BC01.2018
CERTIFICATE – MEDICAL TERMINOLOGY -
Vancouver Island University
Nanaimo, BC01.2018
HIGH SCHOOL DIPLOMA -
École Secondaire Ballenas Secondary
Parksville, BC01.2016
Skills
- Fast learner
- Efficient and reliable team player
- Well-versed in Microsoft Office applications
- Skilled multi-tasker
- Flexible
- Strong Communication and Interpersonal Skills
- Analytical and critical thinker
- Advanced clerical knowledge
- Solution-based to any problem
Languages
English
Native or Bilingual
French
Limited Working
Timeline
Workforce Management Scheduler
SHAW COMMUNICATIONS
06.2022 - Current
Workforce Management Real-Time Coordinator
SHAW COMMUNICATIONS
08.2020 - 06.2022
Base Management Expert
SHAW COMMUNICATIONS
01.2019 - 08.2020
Billing Customer Advisor – Chat Support
SHAW COMMUNICATIONS
12.2017 - 01.2019
Technical Support - Phone Representative
SHAW COMMUNICATIONS
12.2016 - 12.2017
Deli Clerk
THRIFTY FOODS
04.2016 - 11.2016
Food Service Worker
TIM HORTONS
02.2013 - 04.2016
CERTIFICATE – NURSING UNIT ASSISTANT -
Vancouver Island University
CERTIFICATE – MEDICAL TERMINOLOGY -
Vancouver Island University
HIGH SCHOOL DIPLOMA -
École Secondaire Ballenas Secondary
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