Mariam Lamina
Winnipeg
Summary
Focused Customer service manager with 5 years of success in designing customer-oriented programs and developing high performing service-oriented teams. Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth. Proven track record in creating scalable customer service operations infrastructures and leveraging social media to nurture relationships with customers.
Overview
5
5
years of professional experience
Work History
Director of Operations
24-7intouch
Winnipeg, MB
01.2020 - Current
- Oversaw day-to-day production activities in accordance with business objectives.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Defined, implemented and revised operational policies and guidelines.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Evaluated performance, adjusted strategies and maintained agile, sustainable operations.
- Monitored budget and utilized operational resources.
- Achieved team goals through formalized training plans, coaching and performance management.
- Kept up-to-date with industry trends and identified areas of opportunity to drive improvements.
- Led change and transformation across business areas to deliver benefits and align company resources.
- Modernized and improved operational procedures to increase productivity and profitability while tightly controlling costs.
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Human Resource Generalist
SkipTheDishes
Winnipeg, MB
03.2018 - 12.2019
- Implemented and supervised orientation procedures for new hires.
- Provided guidance to managers and employees on talent management, payroll, FMLA, and benefits.
- Facilitated criminal background check process for new hires.
- Met with staff to resolve difficult situations related to performance and conflict management.
- Coached managers through employee engagement, documentation, discipline and performance improvement plans.
- Developed and enforced company policy and procedures relating to human resources activity.
- Updated key human resource metrics on turnover and terminations using reporting tools on HRMS database.
- Executed redesign of organizational structures to enhance team and leadership effectiveness through operational analysis, needs assessments and process mapping.
Administrative Assistant
SkipTheDishes
Winnipeg, MB
03.2017 - 03.2018
- Created and updated physical records and digital files to maintain current, accurate and compliant documentation.
- Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
- Received and routed business correspondence to correct departments and staff members.
- Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
- Managed accounts payable and receivable for office grossing $50,000 per year.
- Produced highly accurate internal and external letters and memoranda.
- Handled scheduling for executive's calendar and prepared meeting agenda and materials.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
Education
Post Graduate Diploma - Advanced Human Resource Management
University of Winnipeg
Winnipeg, MB03.2018
Bachelor of Science - Political Science
Babcock University
Nigeria06.2015
Skills
- Management Training
- Records Organization and Management
- Business Leadership
- Database and Client Management Systems
- Document and File Management
- Advanced MS Office Suite Knowledge
- Administrative Management
- Human Resources Oversight
- Focus and Follow-Through
Timeline
Director of Operations
24-7intouch
01.2020 - Current
Human Resource Generalist
SkipTheDishes
03.2018 - 12.2019
Administrative Assistant
SkipTheDishes
03.2017 - 03.2018
Post Graduate Diploma - Advanced Human Resource Management
University of Winnipeg
Bachelor of Science - Political Science
Babcock University
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