Summary
Overview
Work History
Education
Skills
Timeline
Generic

Terri Michelle Mohamed

Oshawa,ON

Summary

Professional managerial candidate with deep understanding of operational excellence and team leadership. Proven ability to drive growth and enhance productivity through strategic planning and effective resource management. Emphasizes collaboration and adaptability to meet organizational goals, showcasing excellent problem-solving and decision-making abilities.

Overview

17
17
years of professional experience

Work History

General Manager

AnswerNet Communications
03.2023 - Current
  • General Manager for 3 sites (Toronto, Halifax, Winnipeg) - Responsible for overseeing operational functionality, maintaining operational efficiency, and managing client expectations
  • Led and developed a large team including Assistant General Managers, Team Leads, and Customer Service Specialists
  • Actively monitored team engagement to enhance employee retention rates
  • Reporting - Completed hourly, daily, weekly, and monthly reporting for internal KPI review
  • Responsible for scheduling client general and customized reports
  • Regularly reviewed site metrics to ensure all sites are performing above targeted goals and maintaining profitability
  • Identified areas for improvement, developed action plans, and ensured customer satisfaction while ensuring site profitability
  • Payroll - Successfully managed payroll for over 100 employees across various provinces, utilizing multiple platforms including ADP, Payworks, Paycom, and UKG
  • Scheduling - Completed schedules on varying scheduling platforms for multiple sites based on forecasted requirements
  • Completed customized schedules based on varying clients staffing models (shared and dedicated)
  • Managed high level ramp up/down based on client needs with sufficient or minimal notice
  • Managed disaster relief staffing
  • New Hire - Onboarding - entered screening application for all new hires, completion of new hire packages, system logins, new hire training and orientation
  • Exits/Termination - Completion of termination process through varying payroll and call center platforms
  • Training - Completed one on one and group training sessions, client based training, train the trainer sessions
  • Billing - Multi-site billing, invoicing for numerous clients
  • Client Solutions - Managed site-level client expectations for various clients (Deloitte, Ztar Mobile, Synergy, Covenant House, Marsh Canada Assistant Center, Heart and Stroke Foundation)
  • Handled all sites including new client orientation, onboarding, account launch, staffing, and training
  • Regularly reviewed internal processes to improve client retention
  • Coaching - Conducted one-on-one sessions with underperforming team members, implemented performance improvement plans, focused on strengths, and addressed areas for improvement
  • Performance appraisals - Completed 6 month and annual appraisals and was responsible for salary increase based on performance
  • Benefits Administration - Responsible for managing and overseeing the organizations employee benefits program


Dance Instructor/Manager

Divinity Dance School
08.2015 - Current
  • Teach Dance - Instruct students in various dance styles
  • Create routines: design and choreograph dances for performances, recitals, and concerts
  • Assess students' progress and provide improvement feedback
  • Organize Performance - Plan and lead performances to help students express themselves and deliver with confidence
  • Guide Students - Help students develop their skills, coordination, execution and confidence
  • Billing - Complete client invoices

Operations Manager

Map Communications
04.2021 - 03.2023
  • Operations Manager for 3 sites (Toronto, Halifax, Winnipeg) - Responsible for overseeing operational functionality, maintaining operational efficiency, and managing client expectations
  • Led and developed a large team including Assistant Operations Managers, Team Leads, and Customer Service Specialists
  • Actively monitored team engagement to enhance employee retention rates
  • Reporting - Completed hourly, daily, weekly, and monthly reporting for internal KPI review
  • Responsible for scheduling client general and customized reports
  • Regularly reviewed site metrics to ensure all sites are performing above targeted goals and maintaining profitability
  • Identified areas for improvement, developed action plans, and ensured customer satisfaction while ensuring site profitability
  • Payroll - Successfully managed payroll for over 100 employees across various provinces, utilizing multiple platforms including ADP, Payworks, Paycom, and UKG
  • Scheduling - Completed schedules on varying scheduling platforms for multiple sites based on forecasted requirements
  • Completed customized schedules based on varying clients staffing models (shared and dedicated)
  • Managed high level ramp up/down based on client needs with sufficient or minimal notice
  • Managed disaster relief staffing
  • New Hire - Onboarding - entered screening application for all new hires, completion of new hire packages, system logins, new hire training and orientation
  • Exits/Termination - Completion of termination process through varying payroll and call center platforms
  • Training - Completed one on one and group training sessions, client based training, train the trainer sessions
  • Billing - Multi-site billing, invoicing for numerous clients
  • Client Solutions - Managed site-level client expectations for various clients (Deloitte, Ztar Mobile, Synergy, Covenant House, Marsh Canada Assistant Center, Heart and Stroke Foundation)
  • Handled all sites including new client orientation, onboarding, account launch, staffing, and training
  • Regularly reviewed internal processes to improve client retention
  • Coaching - Conducted one-on-one sessions with underperforming team members, implemented performance improvement plans, focused on strengths, and addressed areas for improvement
  • Performance appraisals - Completed 6 month and annual appraisals and was responsible for salary increase based on performance
  • Benefits Administration - Responsible for managing and overseeing the organizations employee benefits program

Operations Supervisor

Stericycle Communications
12.2015 - 03.2021
  • Operation Supervisor for the Toronto Site - Responsible for overseeing operational functionality, maintaining operational efficiency, and managing client expectations
  • Led and developed a large team including , Team Leads, and Customer Service Specialists
  • Actively monitored team engagement to enhance employee retention rates
  • Reporting - Completed hourly, daily, weekly, and monthly reporting for internal KPI review
  • Responsible for scheduling client general and customized reports
  • Regularly reviewed site metrics to ensure all sites are performing above targeted goals and maintaining profitability
  • Identified areas for improvement, developed action plans, and ensured customer satisfaction while ensuring site profitability
  • Payroll - Successfully managed payroll for over 50 employees across various provinces, utilizing the ADP payroll platform
  • Scheduling - Completed schedules on varying scheduling platforms for multiple sites based on forecasted requirements
  • Completed customized schedules based on varying clients staffing models (shared and dedicated)
  • Managed high level ramp up/down based on client needs with sufficient or minimal notice
  • Managed disaster relief staffing
  • Training - Completed one on one and group training sessions, client based training, train the trainer sessions
  • Coaching - Conducted one-on-one sessions with underperforming team members, implemented performance improvement plans, focused on strengths, and addressed areas for improvement
  • Performance appraisals - Completed 6 month and annual appraisals and was responsible for salary increase based on performance


Outbound Agent / Inbound Agent / SME / Team Lead / Supervisor

Tigertel Communications
11.2007 - 12.2015
  • Outbound Agent - Handled outbound calls for varying clients - Sick Kids, World Vision, CCFC, Heart and Stroke, Alzheimer's Society
  • Inbound Agent - Managed level 1, 2, and 3 calls for various clients, including Mike Homes, Blueline Innovations, Marsh Canada Assistant Center, Dyson Canada, Synergy Solutions, Deloitte Canada, Covenant House, and Ztar Mobile. Responsibilities included customer solutions, data capture, technical support, order processing, and handling escalations
  • SME - Specialized knowledge on varying account. Review processes, recommend solutions, train team members, create documentation,communicate with clients,
  • Team Lead - Responsible for overseeing a team of agents, ensuring exceptional customer service skills, meeting performance targets by motivating, coaching and monitoring the team while adhering to company policies and targets
  • Supervisor - Team management, Performance monitoring, Quality assurance, Training and development, Customer escalations resolutions,Scheduling and staffing, Reporting, Leadership

Education

High School Diploma -

R.H.Acadamy
Toronto, ON
01-2004

Skills

  • Leadership and team building
  • Problem resolution
  • Operations management
  • Team player
  • Proficient in Microsoft Word, Excel, PowerPoint, Teams and Outlook
  • Passion for mentoring those exploring learning within my area of expertise, equally willing to develop my own skillset
  • Engaged within my community
  • Dance Instructor

Timeline

General Manager

AnswerNet Communications
03.2023 - Current

Operations Manager

Map Communications
04.2021 - 03.2023

Operations Supervisor

Stericycle Communications
12.2015 - 03.2021

Dance Instructor/Manager

Divinity Dance School
08.2015 - Current

Outbound Agent / Inbound Agent / SME / Team Lead / Supervisor

Tigertel Communications
11.2007 - 12.2015

High School Diploma -

R.H.Acadamy

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Terri Michelle Mohamed