MONICA Mc GRATH
Vancouver,Canada
Summary
Experienced business professional with a strong background in leadership and a proven track record of driving operational excellence. Recognized for creating collaborative team environments that consistently deliver results. Proficient in strategic planning and change management, with a focus on adaptability and reliability. Skilled business leader known for developing and implementing effective business management initiatives. Excels in creating business strategies, allocating resources, increasing productivity, and assessing employee performance. Possesses strong business acumen and managerial abilities, effectively bridging communication between partners and suppliers.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Business Leader
Technical Safety BC
12.2020 - Current
- Leading a team of 32 employees, I was accountable for the collective strategy and effective delivery of Technical Safety BC's client facing services and products
- Responsible for the efficient delivery of core transactional services and managed difficult client relationships
- Plans and stewards the human resources, revenues, and costs of my team
- Contributes to the business plan and ensures performances targets and measures are being met
- Representation on core business projects and lead new evolutionary culture change
Client Experience Analyst, Quality Assurance & Voice of Client
Technical Safety BC
03.2018 - 12.2020
- Monitor and audit client facing interactions across all channels to ensure client experiences are consistent with service quality standards
- Analyzing problems, documents findings, and recommends improvements to leadership team on how to improve client experiences
- Identify front line training opportunities and knowledge growth
- Operational quality assurance standards and practices, including Key Performance Indicators
- Lead Customer Satisfaction surveys
- Created CSAT reports which outlined recommendations to the organization and lead community of practice
- Analyst lead for client-centric or client impacting corporate projects
Stakeholder Engagement and Communications Coordinator
Technical Safety BC
11.2017 - 05.2018
- Provided technical, logistical, and facilitation support required to ensure Technology Advisory Committees and stakeholders engagement processes function efficiently
- Schedule stakeholder consultation meetings and prepare meeting documentation in additional to writing meeting minutes
- Develop, implement, and update stakeholder database
- Create and maintain stakeholder profiles
- Identify emerging trends and issues that may impact the organization and coordinate responses to industry stakeholders
- Assists with budget and prepare budget reports and maintain
- Backup for Communications and Media team
Customer Service Representative
Technical Safety BC
06.2014 - 11.2017
- Answering client inquiries, complaints, and process client requests in-person and over the phone
- Process permits, certification, licenses, and design registration applications
- Provide knowledge on Technical Safety BC's products and services
- Provide additional administrative support for departments in the organization
Student Association Administration Support
Kwantlen Polytechnic University
08.2013 - 06.2014
- In-person office support for Kwantlen Students
- Managed payments for student products, supported student inquiries and complaints, and managed facility property
- Distributed mail and cleaned office area
Education
Six Sigma Black Belt -
Management and Strategy Institute
Vancouver, BCHigh School Diploma -
Seaquam Secondary
Delta, BCSkills
- Business Analysis
- KPI analysis
- Budget development
- Stakeholder Management
- External market data tracking
- Team engagement leader
- Change driver
- Organizational Leadership
- Operations Management
- Process Improvement
- Problem-Solving
- Project Management
Certification
Leadership Everywhere - 2022
Respect in the Workplace - 2021
Supervisor OHS & Responsibilities - 2023
Timeline
Business Leader
Technical Safety BC
12.2020 - Current
Client Experience Analyst, Quality Assurance & Voice of Client
Technical Safety BC
03.2018 - 12.2020
Stakeholder Engagement and Communications Coordinator
Technical Safety BC
11.2017 - 05.2018
Customer Service Representative
Technical Safety BC
06.2014 - 11.2017
Student Association Administration Support
Kwantlen Polytechnic University
08.2013 - 06.2014
High School Diploma -
Seaquam Secondary
Leadership Everywhere - 2022
Respect in the Workplace - 2021
Supervisor OHS & Responsibilities - 2023
Six Sigma Black Belt -
Management and Strategy Institute
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