Krizeth Unawa
Montreal,Quebec
Summary
Dedicated professional with demonstrated strengths in customer service, time management, and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.
Overview
14
14
years of professional experience
Work History
Operations Manager
Gatestone & Co Inc, Service Canada Contractor
Montreal, QC
11.2021 - Current
- Creating long-term plans and initiatives to accomplish company goals efficiently.
- Coordinating with other teams to implement strategies and cross-training efforts
- Developing and implementing strategies to keep employees motivated and dedicated
- Identifying problems and coming up with effective solutions quickly
- Managed scheduling, training and billing control.
- Built strong operational teams to meet client's expectation.
- Daily review of target to avoid penalties.
- Attend Daily/Weekly meetings with the client for planning and priorities.
Operations Supervisor
Gatestone & Co Inc, Service Canada Contractor
Toronto, ON
07.2021 - 11.2021
- Federal government contract with Service Canada
- Assist in the formulation of targets for individuals and teams
- Assist in onboarding to new employees
- Answer questions from staff and provide guidance and feedback
- Anticipate escalation and take over calls when needed
- Devise ways to optimize procedures and keep staff motivated
- Measure performance with key metrics such as call abandonment, calls waiting etc
- Ensure adherence to policies for attendance, established procedures etc
- Keep management informed on issues and problems as well as provide action plan
- Prepare monthly/annual results and performance reports for 50+ agents
- Approve payroll for 50+ agents
- Coordinate schedule for 50+ agents.
Operations Team Lead
Gatestone & Co Inc, Service Canada Contractor
Toronto, Ontario
03.2021 - 07.2021
- Respond to telephone and email enquiries related to federal programs and services (1-800 O CAN / Bundle 1)
- Register transaction details on the government database (Impact)
- Daily use of software such as VCC, WF, Ms Teams, ICBM and Microsoft Outlook
- Assist other information officer who require support during a call
- Resolved escalated customer concerns and complaints using positive attitude, excellent judgment, and focused solutions
- Maintained quality standards through team quality assurance monitoring and coaching.
Information Officer
Gatestone & Co Inc, Service Canada Contractor
Toronto, Ontario
11.2020 - 03.2021
Buyer
SMARDT Inc
Dorval, QC
08.2019 - 07.2020
Store Manager
Rudsak Inc
Pointe-Claire, QC
10.2018 - 04.2019
Assistant Manager
Rudsak Inc
Montréal, QC
10.2016 - 10.2018
Assistant / Store Manager
Aldo Shoes Inc
Montréal, QC
10.2010 - 04.2016
Education
High School Diploma -
Ecole Secondaire Felix-Leclerc
Skills
- Employee development
- Task delegation
- Performance monitoring
- Planning
- Schedule oversight
- KPI tracking
- Task prioritization
- Multitasking
- Trilingual
Accomplishments
- Club Elite Award for best in control of operating costs at ALDO for the year 2014
- Club Elite Award for best sales increase at ALDO for the year 2014
Languages
- French
- English
- Tagalog
Timeline
Operations Manager
Gatestone & Co Inc, Service Canada Contractor
11.2021 - Current
Operations Supervisor
Gatestone & Co Inc, Service Canada Contractor
07.2021 - 11.2021
Operations Team Lead
Gatestone & Co Inc, Service Canada Contractor
03.2021 - 07.2021
Information Officer
Gatestone & Co Inc, Service Canada Contractor
11.2020 - 03.2021
Buyer
SMARDT Inc
08.2019 - 07.2020
Store Manager
Rudsak Inc
10.2018 - 04.2019
Assistant Manager
Rudsak Inc
10.2016 - 10.2018
Assistant / Store Manager
Aldo Shoes Inc
10.2010 - 04.2016
High School Diploma -
Ecole Secondaire Felix-Leclerc
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