Sarah Mills
Brantford
Summary
Developed strong leadership and operational management skills within dynamic business environments, now seeking to transition into new opportunity/field. Committed to leveraging these transferrable skills to drive success in new and challenging role.
Known for fostering team collaboration and adapting to changing business needs. Skilled in strategic planning and financial oversight. Proven ability to manage focus on team effectiveness and customer service.
Experienced business professional with strong focus on team collaboration and achieving results. Skilled in franchise management, strategic planning, and operational efficiency. Known for reliability and adaptability in dynamic environments. Adept at driving business growth and fostering positive work culture.
Experienced with managing franchise operations, ensuring seamless business execution. Utilizes strategic planning to optimize performance and drive profitability. Track record of fostering team collaboration and maintaining high standards of customer service.
Talented [Job Title] bringing strong record of accomplishment in building successful [Type] industry businesses. Natural leader with motivational approach to inspiring employee performance. Skilled at connecting with customers and cultivating brand loyalty.
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.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Franchise Owner/Operator (hybrid)
Massage Addict
01.2017 - 12.2024
- Recruited and trained high-quality staff, resulting in increased customer satisfaction and loyalty.
- Fostered an inclusive workplace culture emphasizing teamwork and open communication among employees which led to higher employee retention rates.
- Successfully resolved customer issues with diplomacy and professionalism, ensuring strong client relationships
- Developed solid rapport with vendors, ensuring timely delivery of goods and services while managing cost expectations.
- Maintained a clean, safe environment for both customers and employees through regular inspections and adherence to health code regulations.
- Developed comprehensive, well-organized financial records to maintain accuracy and facilitate efficient business management.
- Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
- Ran business effectively to consistently achieve at least 100% of goal each year.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Maintained a safe working environment by enforcing strict adherence to safety guidelines and protocols.
- Managed daily cash flow effectively while adhering to company guidelines on deposits, expenditures, account reconciliations.
- Managed labor, inventory and overhead costs effectively to maintain business profitability.
- Oversaw payroll, business planning and marketing for franchise operations.
Customer Service Supervisor - Burlington
CFO
09.2011 - 01.2016
- Supported client transition to new SAP database platform
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Lead the development, monitoring and continuous improvement of customer service standards, policies and procedures for the organization
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached, lead, developed and trained all staff to deliver excellent customer service transforming the organization to a customer-focused culture
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
Service Centre Manager
Mercer Canada
12.2010 - 09.2011
- Provided product and service delivery to 60 diverse, multinational clients
- Responsible for managing 35+ people and operations in a national service centre operation with sites in Toronto and Montreal
- Ensured compliance with complex Federal and provincial regulations pertaining to pensions and benefits
- Provided support and services for multiple client types and backgrounds (both union and non-union)
- Developed and implemented a new call centre structure to manage the complexities of service delivery across more than 60 clients, including applicable policies and procedures
- Conducted root-cause analysis of delivery issues; develop and implement resolutions
- Quality Assurance leader; responsible for investigating, and resolving client servicing issues and providing long-term solutions
- Lead call monitoring and coaching program
- Established performance goals for staff, providing ongoing feedback and coaching to drive success.
- Resolved escalated customer issues promptly, strengthening customer loyalty in the process.
- Trained new staff members on company policies and centre expectations.
- Improved customer satisfaction by implementing efficient service center processes and procedures.
Senior HR Specialist
Hewlett Packard (Formerly EDS)
04.2008 - 12.2010
- Led group Call Centre training workshops
- Managed client and member escalations
- Coached and trained 15 pension administration (call centre) staff
- Monitored work management tools and related activities to ensure timely delivery of client work
- Managed statistical reporting on results of work management tools
- Delivered valuable coaching and mentoring to junior HR team members, fostering their professional growth and enhancing overall departmental performance.
- Developed strong relationships between management and staff members through open communication channels, leading to improved collaboration across all departments.
- Trained new employees on company and communication standards.
- Analyzed company trends and rectified employee performance issues.
- Increased employee productivity levels by conducting regular performance evaluations, setting clear expectations, and providing constructive feedback.
- Enhanced employee retention by developing and implementing comprehensive onboarding programs.
- Monitored employee attendance and performance, addressing issues in accordance with company policies and procedures.
- Fielded employee inquiries related to insurance, pension plan, vacation, sick leave and employee assistance.
- Assisted with writing job postings and job descriptions for boards.
- Administered employee benefits programs and assisted with open enrollment.
Education
Associates Degree - Business Administration
De Anza College
Cupertino, CaliforniaB.A. - French Language
University of British Columbia
Vancouver, B.C.(I & II) Degrees - French Studies
Universite De Lyon II
Skills
- Goal Oriented Operations management
- Multitasking and organization
- Verbal and written communication
- Staff training and development
- Team building and leadership
- Customer satisfaction
- Customer relationship management (CRM)
Accomplishments
- Supervised team of 25+ staff members.
- Opened a successful and profitable franchise business
- Developed and delivered formal customer service training workshops
- Achieved [Result] by completing [Task] with accuracy and efficiency.
- Achieved [Result] through effectively helping with [Task].
Certification
- Certified Employee Benefits Specialist (CEBS), Dalhousie University, 2014
- Certificate of Proficiency in Employee Benefits (CEB), Humber College, 2002
- Certificate in Human Resources Management (C.H.R.M.), 1997
Experience Highlights
- 15 years customer service management experience
- 10+ years’ experience in all aspects of people coaching and management
- Skilled in delivering formal customer service training; call monitoring and coaching
- Trained in Active Listening Skills; frequently employed as a facilitator, mentor and coach
- Highly experienced in managing challenging customer service situations
- Demonstrated ability to effectively problem solve under pressure
- Strong planning and organizational skills
- Strong interpersonal and communication skills
- Developed procedures and standards as part of ISO 9001 certification
- Fluently bilingual (English and French)
Personal Information
Title: Experienced bilingual people manager with extensive call centre and customer service experience.
Hobbies and Interests
- Fitness
- Skiing
- Reading
- Traveling
- Different languages and cultures
Training
2012, Supervisory Skills Training, 2003, Client Delivery Performance Management, 2002, Supervisory Skills: Towers Perrin Recruiting Process, 2001, Supervisory Skills: Managing the Grey Zone, 2000, Training Methods, 2002, Impact of Training and Coaching on Job Satisfaction, How to Inspire Employees Through Positive Feedback, Improving Performance Through Effective Coaching, Determining Who’s Best for the Job: Interview Methods & Guidelines, Addressing Challenges in Performance Improvement, Designing a Monitoring Program that achieves results
Other
- HP courses attended: Professional Sales Skills I, Working in Teams, First Pass, HP Works, Situational Negotiations, Managing Inclusion, Behavioral Interviewing and Selection, Improving Interpersonal Relationships, Managing Personal Growth, The Seven Habits of Highly Effective People
- Completed Handling Difficult Customers Workshop, Phone Power (Bell)
- Past Participant in Speaker’s Corner at Hewlett Packard (ToastMasters)
- Skilled in use of Word, Excel, most Microsoft-based operating systems and desktop applications
Languages
French
Native or Bilingual
Interests
- Fitness, skiing, reading, traveling
- Different languages and cultures
Timeline
Franchise Owner/Operator (hybrid)
Massage Addict
01.2017 - 12.2024
Customer Service Supervisor - Burlington
CFO
09.2011 - 01.2016
Service Centre Manager
Mercer Canada
12.2010 - 09.2011
Senior HR Specialist
Hewlett Packard (Formerly EDS)
04.2008 - 12.2010
Associates Degree - Business Administration
De Anza College
B.A. - French Language
University of British Columbia
(I & II) Degrees - French Studies
Universite De Lyon II
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