Rachael Carter
Toronto,ON
Summary
Experienced management professional with a strong background in customer service, healthcare, and managerial roles. Demonstrates consistent ability to achieve productivity, business, and customer service goals. Collaborative approach to optimizing performance and streamlining daily operations by working closely with team members. Skilled in diplomatically resolving internal and external customer issues to ensure maximum satisfaction.
Overview
8
8
years of professional experience
Work History
Senior Operational Manager
Carter Couriers
04.2022 - Current
- Supported business growth by successfully managing the integration of additional territories into existing dispatch operations while maintaining service quality levels.
- Managed 25+ employees daily and maintained routes for all drivers
- Analyzed key performance indicators to identify areas for improvement in dispatcher operations, driving continuous process enhancements.
- Managed a team of dispatchers, promoting teamwork, accountability, and high-performance standards.
- Processed paperwork accurately and efficiently to maintain compliance with industry regulations and standards.
- Reduced operational costs through effective resource allocation and load planning.
- Cultivated a positive work environment that encouraged collaboration, teamwork, and growth among team members.
Property Manager
PalmTreEstates
04.2022 - 07.2024
- Ensured a clean and welcoming environment by conducting thorough inspections and addressing maintenance issues in a timely manner.
- Resolved conflicts or miscommunications promptly and professionally, maintaining positive relationships with guests even in challenging situations.
- Managed all aspects of the hosting experience, from check-in to check-out, ensuring smooth operations for each guest stay.
- Hosted international travelers from various cultures, adapting communication styles accordingly while maintaining a warm, welcoming atmosphere throughout their stay.
- Maintained high occupancy rates through effective marketing strategies on various online platforms.
- Maximized revenue potential by adjusting pricing strategies based on market trends and demand patterns.
- Increased repeat bookings by fostering strong relationships with previous guests through excellent customer service and communication efforts.
Inbound Fraud Agent
Royal Bank of Canada
10.2020 - 04.2022
- Prioritized punctuality and maintained excellent attendance record, consistently reporting to work prepared to begin promptly
- Consistently achieved top performance in class by maintaining high statistics, delivering superior call quality, and minimizing call duration.
- Managed incoming phone calls and successfully transitioned to remote work environment.
- Conducted detailed analysis of extensive data sets to detect fraud trends and irregularities
- Analyzed incidents of credit card fraud with a minimum value of $1000 per case
- Provided exemplary level of customer service to all individuals, including clients and company personnel
- Adhere to compliance routines in identifying and resolving client security concerns
- Evaluated new tools and technologies for potential fraud detection benefits, staying current with industry advancements
- Provided training on fraud awareness and prevention techniques, increasing staff knowledge and vigilance.
Marketing Co-ordinator and Retention Manager
Weins Canada
02.2019 - 10.2020
- Managed a high volume of customer communication channels, responding to over 75 calls, emails, and social media inquiries per day
- Manager of WEINs Rewards Program including accruals, accounting, enrollment, presentations across 15 car dealerships
- Oversaw all aspects of marketing campaigns for WEINs Rewards program, from designing stock to creating pamphlets.
- Managed the accounting process for General Manager and Manager bonuses
- Monitored and documented performance review schedule, ensuring management compliance with deadlines.
- Co-Managing respective social accounts, which includes executing revenue-generating brand partnership programs, overseeing campaigns that drive broadcast and digital viewership, generating insightful reports, and continuously evolving best-practices
- Compiled budget figures by reviewing past budgets, evaluating estimated income and assessing expenses
- Outlined channel goals across brands and digital platforms, including store systems, web, mobile and marketing systems
- Analyzed and reported social media and online marketing campaign results.
Food Service Supervisor
University Health Network
05.2016 - 07.2019
- Created comprehensive procedure booklet for analyses and daily reports and input data electronically
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand
- Maintain compliance with industry, company, and legislative standards.
- Prepared, calibrated and monitored production machinery to maintain optimal production levels and consistently achieve daily targets
- Spearheaded regular maintenance and repair operations to keep building and equipment in peak condition
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance
- Applied knowledge of previous supply needs and forecasted business levels to estimate required supplies
- Established and managed team schedules and shift assignments
- Hired, trained and managed all kitchen staff, including employee development, issuing disciplinary action and conducting performance reviews
Menu Clerk
Mount Sinai Hospital
04.2016 - 07.2019
- Enter numerical data into databases with speed and accuracy using 10-key pad
- Identify data entry errors and reported to necessary departments
- Create plans and communicated deadlines to ensure projects were completed on time
- Work in fast-paced environment while multitasking between answering phones from wards, replying to emails, receiving faxes and booking meetings, in timely manner
- Process and create specific guidelines for each patients intake
- Prepare written documentation in timely and accurate bases
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
Education
Diploma - Food And Nutrition Management
Humber College Institution
Rexdale, ON06.2016
Diploma - Baking And Pastry Arts Management
George Brown College
Toronto, ON05.2014
Skills
- Customer service-focused
- Creative thinker with strong analytical skills
- Able to work independently and in group setting
- Operations management
- Excellent verbal and written communication
- Customer Relationship Management Software (CRM)
- Microsoft Efficient - Outlook, Access, Word and Excel
- Accounting and Accruals
- Problem-solving skills
- Employee scheduling
- Ability to handle multiple projects in fast-paced environment
- Policy And Procedure Modification
- Provide Training
Accomplishments
- Supervised team of 160 unionized staff members
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction
Timeline
Senior Operational Manager
Carter Couriers
04.2022 - Current
Property Manager
PalmTreEstates
04.2022 - 07.2024
Inbound Fraud Agent
Royal Bank of Canada
10.2020 - 04.2022
Marketing Co-ordinator and Retention Manager
Weins Canada
02.2019 - 10.2020
Food Service Supervisor
University Health Network
05.2016 - 07.2019
Menu Clerk
Mount Sinai Hospital
04.2016 - 07.2019
Diploma - Food And Nutrition Management
Humber College Institution
Diploma - Baking And Pastry Arts Management
George Brown College
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