Laura Janine Schier
Maple Ridge
Summary
Dynamic leader with a proven track record at TELUS Communications and The City of Port Coquitlam, enhancing customer satisfaction and streamlining operations. Excels in business analytics and team management, driving a culture of continuous improvement and engagement. Achieved 100% employee satisfaction surveys. Skilled in performance and escalation management, fostering growth and operational excellence.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Customer Service Team Lead
The City of Port Coquitlam
Port Coquitlam, BC
11.2023 - Current
- Monitored customer interactions with the team to identify areas of improvement or opportunities for growth.
- Supervised staff to maintain high service standards
- Provided training and guidance to customer service representatives on policies, procedures, and best practices.
- Ensured that customer inquiries were handled promptly and accurately by providing feedback on performance.
- Developed strategies for improving customer satisfaction levels through process improvement initiatives.
- Assisted in resolving escalated customer complaints or issues in a timely manner.
- Identified trends in customer requests and developed solutions to address them proactively.
- Collaborated with other departments to ensure that customers' needs were met within established timelines.
- Maintained an up-to-date knowledge base of products, services, pricing information, processes.
- Organized team meetings to discuss new initiatives or changes in policies and procedures.
- Managed daily operations of the team including scheduling shifts, assigning tasks.
Personal Trainer/ Fitness Instructor/ Weight Room Attendant
The City of Port Coquitlam
Port Coquitlam, BC
01.2021 - 01.2022
- Evaluate clients' fitness levels and health conditions
- Build individualized exercise programs
- Explain exercises in detail and suggest alternatives if needed
- Monitor progress of clients' fitness levels
- Explain safe and proper use of gym equipment
- Lead both individual and group training sessions
- Research on new exercise techniques and trends
- Able to perform CPR and administer first aid in case of emergencies
- Inform clients about gym safety and hygiene guidelines
- Build a positive and trusting relationship with customers
- Advise customers on how to change nutritional and
Personal Trainer/ Fitness Instructor/Weight Room Attendant
The City of Mission
Mission, BC
01.2021 - 01.2022
- Evaluate clients' fitness levels and health conditions
- Build individualized exercise programs
- Explain exercises in detail and suggest alternatives if needed
- Monitor progress of clients' fitness levels
- Explain safe and proper use of gym equipment
- Lead both individual and group training sessions
- Research on new exercise techniques and trends
- Able to perform CPR and administer first aid in case of emergencies
- Inform clients about gym safety and hygiene guidelines
- Build a positive and trusting relationship with customers
- Advise customers on how to change nutritional and
Department Head - Call Center Supervisor
Spa Utopia
Langley, BC
01.2019 - 01.2020
- Assist in the formulation of targets for individuals and teams
- Assist in hiring and onboarding of 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
- Prepare monthly/annual results and performance reports
Business Analyst II - Contracts, Learning and Development Analyst
TELUS Communications, Business Solutions Operations
Vancouver, BC
12.2016 - 12.2018
- Billing and contract revitalization program lead - Combining and aligning teams to streamline processes and efficiencies.
- Training and Development Prime oversees the training of new and tenured team members across Alberta and British Columbia by creating and distributing learning curriculum and documentation.
Business Analyst I - Communication and Culture Prime Analyst
TELUS Communications, Business Solutions Operations
Vancouver, BC
12.2014 - 12.2016
- Engagement prime, creating and maintaining engagement within our team using creativity and proven avenues to maintain and enhance recognition.
- Communications prime, creating and presenting detailed communications to our senior leadership team, providing key project/task/quarterly results.
Business Analyst I - Process Improvement Analyst
TELUS Communications, Medium Business Care
Vancouver, BC
12.2013 - 12.2014
- Voice of The Customer Program Prime is establishing a program to measure and drive improvements of this critical customer-facing survey by cultivating awareness to our key teams, executive leadership team, and stakeholders of the response root causes.
Business Sales Manager
TELUS Communications, Small & Medium Business
Vancouver, BC
12.2012 - 12.2013
- Directly managing a team of 22 front-line sales and service agents within TELUS' Small Business Solutions channel, supporting client base throughout AB and BC.
- Driving a culture of engagement within the team, receiving 100% on the annual employee Pulsecheck survey.
Business Floor Coach and Trainer
TELUS Communications, Small & Medium Business
Vancouver, BC
12.2011 - 12.2012
- Supporting the training and development of new team members, as well as continued on-the-job support, through their transition into the new role.
- Performed quality assurance and auditing components.
Business Account Sales Representative
TELUS Communications, Business Solutions Customer Care
01.2010 - 01.2011
Wireline Client Care Representative
TELUS Communications, Consumer Solutions Customer Care
01.2009 - 01.2010
Wireline Client Account Management
TELUS Communications, Consumer Solutions Customer Care
01.2008 - 01.2009
- CSR/Escalations Back Up/Agency Desk Back Up
- Wireless Client Account Management
- On-Loan CSR Position
Shift Leader
Starbucks Coffee, Tri-Cities Area
01.2004 - 01.2007
- Learning Coach/Trainer
- Barista
Education
CE Fitness Ed. Instructor Cert -
Douglas College
New Westminster/Coquitlam10.2024
Some College (No Degree) - Supervisory Skills
BCIT
VancouverSome College (No Degree) - Conflict Resolution
Justice Institute of British Columbia
New Westminster, NoneMarketing Communications
BCIT
Burnaby01.2009
General Studies/Pre-Nursing Program
Douglas College
New Westminster/Coquitlam01.2005
Skills
- Performance Management
- Customer Escalation Management
- Change Management
- Labor Relations
- Coaching & Training
- Onshore Call Centre Operations
- Telecommunications
- Offshore Call Center Operations
- Data Analysis
- Root Cause Analysis
- Business Process Improvement
- Continuous Improvement
- Process Management
- Business Analytics
- Team Management
- Customer Service
Certification
- BCRPA Certified Personal Trainer
- BCRPA Group Fitness Instructor
- BCRPA Yoga Instructor
- Level I and II Rhythmic Indoor Cycling Instructor
- Emergency First Aid With CPR C/AED (equivalent to WorkSafeBC Occupational First Aid Level 1)
Volunteer Experience
- TELUS Days of Giving, 2011 - 2024
- Scotia Bank/BMO Half Marathon, 2011, 2013, 2017, 2019
- Vancouver Sun Run, 2002, 2011
- Hike for Hospice, 2010, 2011, 2013, 2017, 2019
Affiliations
- Rhythmic Indoor Cycling
- Outdoor Activities
- Travel
References
References available upon request.
Timeline
Customer Service Team Lead
The City of Port Coquitlam
11.2023 - Current
Personal Trainer/ Fitness Instructor/ Weight Room Attendant
The City of Port Coquitlam
01.2021 - 01.2022
Personal Trainer/ Fitness Instructor/Weight Room Attendant
The City of Mission
01.2021 - 01.2022
Department Head - Call Center Supervisor
Spa Utopia
01.2019 - 01.2020
Business Analyst II - Contracts, Learning and Development Analyst
TELUS Communications, Business Solutions Operations
12.2016 - 12.2018
Business Analyst I - Communication and Culture Prime Analyst
TELUS Communications, Business Solutions Operations
12.2014 - 12.2016
Business Analyst I - Process Improvement Analyst
TELUS Communications, Medium Business Care
12.2013 - 12.2014
Business Sales Manager
TELUS Communications, Small & Medium Business
12.2012 - 12.2013
Business Floor Coach and Trainer
TELUS Communications, Small & Medium Business
12.2011 - 12.2012
Business Account Sales Representative
TELUS Communications, Business Solutions Customer Care
01.2010 - 01.2011
Wireline Client Care Representative
TELUS Communications, Consumer Solutions Customer Care
01.2009 - 01.2010
Wireline Client Account Management
TELUS Communications, Consumer Solutions Customer Care
01.2008 - 01.2009
Shift Leader
Starbucks Coffee, Tri-Cities Area
01.2004 - 01.2007
- BCRPA Certified Personal Trainer
- BCRPA Group Fitness Instructor
- BCRPA Yoga Instructor
- Level I and II Rhythmic Indoor Cycling Instructor
- Emergency First Aid With CPR C/AED (equivalent to WorkSafeBC Occupational First Aid Level 1)
CE Fitness Ed. Instructor Cert -
Douglas College
Some College (No Degree) - Supervisory Skills
BCIT
Some College (No Degree) - Conflict Resolution
Justice Institute of British Columbia
Marketing Communications
BCIT
General Studies/Pre-Nursing Program
Douglas College
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