Michael Manley
Lakeshore,ON
Summary
Dynamic leader with a proven track record at Tilray Brands, enhancing team performance and customer satisfaction through process improvements and staff development. Skilled in data migration and fostering teamwork, I've driven significant advancements in operational efficiency. My approach consistently achieves and surpasses goals, with a focus on innovative solutions and collaborative success.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Medical Technology Manager
Tilray Brands
Leamington, ON
02.2023 - Current
- Collaborated with cross-functional teams to gather requirements, design solutions, and deploy features tailored to business objectives.
- Ensured data integrity and accuracy through regular audits, timely updates, and meticulous record maintenance.
- Played a pivotal role in successful system integrations, working closely with IT and business stakeholders to ensure seamless data flow between platforms.
- Conducted tests to identify issues and make necessary modifications.
- Wrote and maintained technical and functional specifications to document database intentions and requirements.
Patient Care Manager
Tilray Brands/Aphria Inc.
Leamington, ON
10.2016 - 02.2023
- Established and oversaw performance targets for call center associates.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Evaluated data to identify trends and determine customer service needs.
- Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
- Introduced new CRM software tools that streamlined data entry processes and improved information accessibility for agents during calls.
- Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
- Developed quality employees within call center to take over leadership positions.
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Coordinated efforts between different teams within the organization to ensure seamless service delivery across all customer touchpoints.
- Achieved high levels of employee retention by designing an engaging onboarding program focused on support and mentorship for new hires.
- Supervised and supported 20 representatives in providing excellent customer service to callers requiring assistance for [Type] and [Type] issues.
Vault Production Supervisor
Aphria Inc.
Leamington, ON
02.2016 - 10.2016
- Managed team of [Number] production associates, overseeing productive production processes and meeting all deadlines.
- Evaluated existing production processes and identified areas for improvement.
- Reduced errors in order processing by implementing thorough quality checks and training team members on best practices.
- Increased productivity through continuous process improvements, resulting in higher levels of customer satisfaction.
- Promoted a culture of continuous improvement by encouraging team members to share ideas and suggestions for enhancing workflow efficiency, reducing errors, and improving overall customer experience.
- Served as primary point of contact between Order Processing team and other departments within the company.
- Investigated discrepancies in order data or inventory counts, taking corrective action as needed to maintain accuracy and prevent future issues.
Bilingual Patient Care Representative
Aphria Inc.
Leamington, ON
04.2015 - 02.2016
- Maintained confidentiality of patient data and condition to safeguard health information.
- Actively listened to customers and handled concerns quickly. Escalated major issues to management and assisting with solutions.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Identified and responded to customer requests and concerns through phone and email for both English and French-speaking customers.
Charge Person
Municipality Of Leamington
Leamington, ON
09.2014 - 02.2016
- Cash Management: Counted and reconciled the cash float to ensure accuracy and accountability.
- Safety and Security: Conducted regular checks of the facility to ensure the safety and security of patrons.
- Customer Service: Assisted with payment processing, addressed customer inquiries, and resolved issues promptly and effectively.
- Opening and Closing Duties: Opened and closed the building daily, ensuring readiness for business operations and securing the premises at the end of the day.
- Event Preparation: Prepared the facility for parties and events, ensuring all necessary arrangements and setups were completed on time.
- Team Collaboration: Worked closely with other teams to ensure that all processes and procedures were followed correctly, promoting a smooth and efficient operation.
Day Camp Counselor
Municipality Of Leamington
Leamington, ON
06.2010 - 09.2014
- Boosted campers'' self-esteem through positive reinforcement and recognition of their achievements.
- Contributed to a positive camp culture by modeling enthusiasm, respect, and kindness in all interactions with campers and coworkers.
- Collaborated with fellow counselors to create a cohesive team environment conducive to a successful camp experience.
- Built and maintained positive relationships with campers, staff, and families.
- Developed strong relationships with parents, providing regular updates on their child''s progress and addressing any concerns.
- Planned and lead diverse activities to entertain children and promote core values.
- Assisted in training new staff members, sharing best practices for effective day camp counseling.
Education
Bachelor of Science - Human Kinetics - Kinesiology And Exercise Science
University of Windsor
Windsor, ON01.2016
Skills
- Team Leadership
- Staff Training and Development
- Process Improvement
- Data Migration
- Complex Problem-Solving
- Project Management
- Teamwork and Collaboration
- Customer Service
- Report building
Languages
English
Native or Bilingual
French
Limited Working
Certification
- Salesforce Administrator - 2023
Volunteer Experience
Volunteer Coach - May 2024 - July 2024
Belle River Soccer, Belle River, ON,
- Motivate and encourage young players to participate in activities
- Introduce basic soccer skills and rules
- Promoted teamwork and social interactions among the players,
Timeline
Medical Technology Manager
Tilray Brands
02.2023 - Current
Patient Care Manager
Tilray Brands/Aphria Inc.
10.2016 - 02.2023
Vault Production Supervisor
Aphria Inc.
02.2016 - 10.2016
Bilingual Patient Care Representative
Aphria Inc.
04.2015 - 02.2016
Charge Person
Municipality Of Leamington
09.2014 - 02.2016
Day Camp Counselor
Municipality Of Leamington
06.2010 - 09.2014
Bachelor of Science - Human Kinetics - Kinesiology And Exercise Science
University of Windsor