Lisa Germain
North Bay,ON
Summary
Dynamic office management professional experienced in leading teams and streamlining operations. Proficient in financial administration and inventory management, consistently driving improvements that lead to enhanced service delivery and customer satisfaction.
Overview
21
21
years of professional experience
Work History
Office Manager
Fern's Heating Inc.
North Bay, Ontario
02.2023 - 07.2025
- Led and coached a team of 6 administrative and field staff, improving productivity and accountability through guidance, regular feedback, and training.
- Managed daily scheduling and dispatch for service technicians; optimized routes and priorities, emergencies, to increase on-time arrivals and reduce travel time.
- Resolved customer inquiries and escalations promptly, maintaining high service standards, and preserving client relationships.
- Oversaw client appointment scheduling and calendar management for a busy service operation.
- Maintained invoicing, accounts receivable, payroll, and basic bookkeeping to ensure accurate financial records and timely payments.
- Coordinated supplier relationships, managed purchasing, and parts inventory to minimize service delays and stock-outs.
- Implemented process improvements to streamline administrative workflows, reduce scheduling conflicts, and boost office efficiency.
- Handled general office administration, including filing, deliveries, meeting coordination, and supplies management.
Lead Quality Analyst and Communication Coach
Zedd Customer Solutions
North Bay
10.2004 - 02.2023
- Coached and managed up to 30 Client Service Representatives (CSRs) with communication and sales skills, the use of systems, and completing sales using resources such as Y-cording, role-playing, and reviewing recordings to improve their performance and interactions with our customers.
- Met with our clients via onsite visits, phone, and Teams to review the quality of the agents' work and progress, as well as weekly and monthly sales reports.
- Provided follow-ups daily with agents, giving feedback one-on-one and through quality scoring sheets.
- Completed evaluations, follow-up reports, and written progress/achievement plans focusing on positive reinforcement, steps for improvement, and personal growth with all agents.
Education
Bachelor of Business Administration -
Canadian Career College
North Bay, ON06-1999
High School Diploma -
Widdifield Secondary School
North Bay, ON06-1992
Skills
- Team leadership
- Scheduling management
- Customer service
- Inventory management
- Financial administration
- Office operations
References
References available upon request.
Timeline
Office Manager
Fern's Heating Inc.
02.2023 - 07.2025
Lead Quality Analyst and Communication Coach
Zedd Customer Solutions
10.2004 - 02.2023
Bachelor of Business Administration -
Canadian Career College
High School Diploma -
Widdifield Secondary School