Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Marlena Schaefer

Summary

To obtain a team lead position within an Operation environment. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Regional Service Coordinator

Ainsworth
12.2020 - Current
  • Coordinate service between technicians and customers while maintain a high level of professionalism
  • Dispatch emergency work orders to our technicians in a fast-paced environment
  • Touch base with customers on a regular basis to ensure clients are happy with their service and response times
  • Coordinated schedules and resources for optimal coverage during peak times or unexpected absences.
  • Developed strong relationships with clients, leading to increased loyalty and repeat business.
  • Managed a team of service technicians, ensuring timely completion of tasks and high-quality workmanship.
  • Meet tight payroll deadlines
  • Train new employee's
  • Active member of the Health and Safety committee

Duty Manager

NCR
11.2019 - 04.2020
  • Monitored a high-volume call center with incoming emergency service calls, to ensure that they were assigned in the most balanced and efficient manner
  • Helped organize monthly team meetings with regional managers to encourage changing and improving processes
  • Managed 20-40 technicians daily
  • Met daily/ hourly quotas
  • Monitored dispatchers and routes
  • Worked with territory managers to ensure weekly targets were met
  • Coordinated daily schedules with dispatchers
  • Maintained a daily log of my observations to seek opportunities for improvement

Customer Service Rep. / Office Administrator

Orkin Canada
02.2016 - 10.2019
  • Handled a high volume of incoming customer calls and inquiries for all GTA contracted customers
  • Dispatched emergencies for our wildlife division
  • Kept in contact with technicians via GPS, cell phone and email
  • Routed all appointments for the GTA and Durham division by postal code
  • Responsible for responding to requests and resolving questions and concerns from the public; conducting customer interviews to determine customer needs, triaging customers for appropriate services within the company as the first point of contact
  • Coordinated between clients, property managers and public housing administrators to ensure service
  • Dispatched emergencies within the allotted 1 hour respond time
  • Multi tasked between taking in calls on a queue system/ answering emails and monitoring/calling out emergencies
  • Routed each technician's schedule by postal area and call priority
  • Was a key resource for the technicians in the field, through email and telephone communication, I relayed important information to help with the daily flow and keep our target goals

Dispatch/Office Administrator

Aecon Utilities
05.2014 - 12.2015
  • Company Overview: QX Locates division
  • Handled a high volume of incoming customer complaints and inquiries for all City of Toronto gas, water and hydro locates
  • Dispatched gas and hydro emergencies for City of Toronto
  • Kept in contact with locators via GPS, cell phone and email
  • Kept track of emergency logs
  • QX Locates division
  • Dispatched emergencies within the allotted 1 hour respond time
  • Multi tasked between taking in calls on a queue system/ answering emails and monitoring/calling out Toronto utility emergencies
  • Kept track of daily/monthly locate volume on excel spread sheets
  • Was a key resource for the locators in the field, through email and telephone communication, I relayed important information to help with the daily flow and keep our target goals

Operations and Administrative Clerk

The Miller Group
06.2011 - 08.2013
  • Company Overview: Waste department
  • Handled all word processing and typing
  • Kept in contact with drivers throughout the workday
  • Entered data for reports, production items, shipping, and inventory
  • Maintained inventory of all office supplies
  • Dealt directly with city of Toronto officials and kept up with deadlines
  • Took care of all email, fax, scan, and printing regarding the Toronto contract
  • Waste department
  • Dispatched important information between drivers and supervisors
  • Typed at the efficient speed of 50 wpm
  • Provided city of Toronto officials with professional and business-like information
  • Trained and prepared new employees for a fast-paced environment
  • Consistently met daily quotas

Education

Victimology -

Algonquin College
10.2024

Emergency Call center Communications -

Durham College
01.2014

High School -

J.Clarke Richardson Colligate
01.2006

Skills

  • Strong customer relations and service skills
  • Emergency management skills
  • Emergency dispatch skills
  • Strong organizational skills
  • Well-developed time management
  • Familiar with Ontario laws and legislation
  • Teamwork and Collaboration
  • Multitasking
  • Call center management scheduling
  • Computer: Microsoft Office
  • Microsoft Word
  • Microsoft Excel
  • Power Point
  • 50 wpm
  • Operations Management

Certification

  • APCO Telecommunication Safety and APCO Fire, 2011
  • APCO Emergency Medical Dispatch, 2014
  • Smart Serve Certified, 2013
  • First Aid and CPR Certified, 2018

References

  • Patrick Peralta, Territory Manager, NCR, 416-301-6129, Patrick.Peralta@ncr.com
  • Crystal Maxwell, Team Lead, QX Locates: Aecon Utilities, 416-712-0432
  • David Freemantle, Hiring Manager, Miller Waste Group, 905-475-6397 ext. 5240, David.freemantle@millergroup.ca

Timeline

Regional Service Coordinator

Ainsworth
12.2020 - Current

Duty Manager

NCR
11.2019 - 04.2020

Customer Service Rep. / Office Administrator

Orkin Canada
02.2016 - 10.2019

Dispatch/Office Administrator

Aecon Utilities
05.2014 - 12.2015

Operations and Administrative Clerk

The Miller Group
06.2011 - 08.2013

Emergency Call center Communications -

Durham College

High School -

J.Clarke Richardson Colligate

Victimology -

Algonquin College

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Marlena Schaefer