Summary
Overview
Work History
Education
Skills
Timeline
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Stan Osadczuk

Stan Osadczuk

Calgary,AB

Summary

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Overview

19
19
years of professional experience

Work History

Senior Strategy Manager

TELUS Communications
Calgary, AB
12.2022 - Current
  • Managed company operations, providing first-class customer service and cost-effective management of resources while promoting revenue, profitability and production growth.
  • Demonstrated excellent network and relationship building with both external and internal customers.
  • Acted as liaison between multiple departments to support operational productivity and represent corporation.
  • Imparted leadership, direction and strategic planning for business unit operations.
  • Oversaw company operations, customer service, resource management and profitability.
  • Directed business operation processes and developed policies.
  • Evaluated and resolved conflicts and addressed internal and external business problems, building customer confidence by actively listening to concerns and giving appropriate feedback.

Manager - Business Operations

TELUS Communications
Calgary, AB
12.2014 - 12.2022
  • Delivered dynamic atmosphere with enthusiasm and purpose to enhance customer and team member experience and satisfaction.
  • Evolved business operation processes and developed policies to improve customer satisfaction metrics by 10%
  • Led company operations at all levels, providing first class customer service and cost-effective management of resources while promoting revenue, profitability and production growth achieving over $ 3.7 million in annual revenue and consistently delivered high margins (0ver 20%).
  • Oversaw account operations, including customer service, resource management and profitability.
  • Provided extensive training to newly hired employees and explained corporate policies and processes, helping to educate each on job duties and daily tasks.
  • Delivered Business Leading team and customer engagement scores (92% Aon Hewitt) 2020 - 2022

Director of Operations

Shaw Communications
Calgary, AB
03.2011 - 04.2014
  • Optimized productivity, streamlined program efficiency, and boosted profitability. Creating a 25% increase in productivity while reducing workforce by 15% at the same time.
  • Led other managers, technical personnel and support staff to lead a team of 750 in four national contact centres supporting 3,000 field agents.
  • Collaborated with other stakeholders to immediately address issues and implement effective solutions through leading a 'back to basics' campaign that reduced missed appointments by 5% nationally and improved national customer satisfaction by 10%.
  • Facilitated HR operations, including strategic workforce planning, performance management, staffing and administration of benefits.
  • Set goals and expectations for direct reports using performance review process, holding staff accountable.
  • Analyzed data across variety of sources to identify trends, patterns and areas of opportunity.
  • Communicated clear and consistent messages regarding departmental goals to produce desired results.

General Manager

Shaw Communications
Sault Ste Marie
01.2007 - 03.2011
  • Established clear performance goals and metrics for revenue, P&L, customer service and customer retention.
  • Led successful launch of new Digital platforms for both Television and Telephone generating 30% increase in annual revenue.
  • Coached and developed 8 internal candidates for promotion to general management.
  • Forecasted sales, allocated resources and managed labor to improve productivity metrics by 20%.
  • Trained, managed and motivated employees to promote professional skill development.
  • Delivered and implemented engagement, diversity and cultural programs using robust reporting tools to improve productivity and enhance staff morale.
  • Achieved Company leading engagement score of 94% (survey completed by AON Hewitt)

Regional Technical Manager

Shaw Communications
Vancouver, BC
02.2004 - 12.2006
  • Led team of up to 250 professionals with 12 direct reports in all facets of a regional Telecommunications branch.
  • Recruited, hired and trained new employees, including monitoring and review of individual performance.
  • Improved productivity initiatives, coordinating itinerary and scheduling appointments leading to higher customer satisfaction.
  • Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
  • Spearheaded training initiatives to improve employee performance and bottom-line business results.

Education

Bachelor of Arts - Communications And Media

Simon Fraser University
Vancouver, BC

Skills

  • Business and Operations Management
  • Troubleshooting and problem solving
  • Change management
  • Excellent oral and written communication
  • Budgetary reviews and P & L experience
  • Mentor and developer of talent
  • Client service
  • Performance improvement

Timeline

Senior Strategy Manager

TELUS Communications
12.2022 - Current

Manager - Business Operations

TELUS Communications
12.2014 - 12.2022

Director of Operations

Shaw Communications
03.2011 - 04.2014

General Manager

Shaw Communications
01.2007 - 03.2011

Regional Technical Manager

Shaw Communications
02.2004 - 12.2006

Bachelor of Arts - Communications And Media

Simon Fraser University

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Stan Osadczuk