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Zita Gilbert
Customer Service/Operations/Sales Manager
Hamilton,ON
Summary
Proactive, meticulous, energetic leader with over 12 years of management experience. Proficiencies in customer service, sales, facility oversight, staff training and development coupled with over 20 years of experience. Customer-oriented team player with expertise generating optimal satisfaction levels while building profits and client generation. Natural leadership talent and analytical problem-solving expertise. Experience steering visions and enhancing storylines.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
1
1
Certification
2
2
Languages
20
20
Years of building on multiple skill sets
Work History
Final Mile and Delivery Care Manager
Article
Vaughan, ON
12.2020 - 08.2022
- Manage remote teams of Dispatchers, Team Leaders, and Trainers in North America
- Accountable for the seamless execution of scheduling home deliveries in Canada and United States
- Plan and drive strategic projects and promote continuous improvement projects and lean strategies
- Drive the development, execution, and continuous improvement of key processes to ensure compliance within company policies and procedures
- Work closely with the network leadership team across the fulfillment network to develop and execute long-term strategies
- Partner with the Regional People & Culture Manager to develop and promote people and culture initiatives, delivering a best-in-class employee experience
- Be accountable for the overall leadership pipeline of the region, ensuring we have the talent to take on greater responsibility to support our growth
National Customer Experience Manager
Levitt-Safety Ltd
Oakville, ON
08.2018 - 03.2020
- Manage the National Customer Service Team
- Interim Inside Sales Manager (Nationally)
- Chair of Operational Excellence
- Chair of Complete, On-Time, Error-Free Reporting
- Chair of National Training Initiative
- Revamp of processes for Customer Service and Sales
- Project Management
- Creation of KPIs for Customer Service, and assist other departments with the initiative
- Implementations of Process Improvements utilizing Salesforce
- Contract Management
- P&L Management
- Team training, Performance Reviews, Team Meetings
- Overseer of Proposals Nationally
- Change Management Initiative
- Administrator to Ariba and all other portals
- Manage the Rx Division
Customer Service Manager
Day and Ross Dedicated Logistics
Mississauga, ON
12.2011 - 07.2018
- Manage the National Customer Team - Training, Performance Reviews, Meetings
- Monthly meetings with B2B Clients
- Project Management – Scanning/Tracking Software - Fieldworker
- Implement Service Level Agreements in conjunction with clients
- Developed service procedures, policies and standards.
- Review accuracy of routes nationally
- Presentations to Directors on progress of department quarterly
- Launched onboarding of new OEM customers (Automotive Dealerships)
- Key Account Maintenance
- Aid OEMs in distribution hand off and warehousing
- Cultivate a culture of continuous improvement within the organization
Education
Associate of Applied Science - Business Administration
Mohawk College
Hamilton, ON 09.1997 - 04.2000
Skills
Customer service and care
Software
Salesforce
SAP
Microsoft Pro
Freshdesk
Tableau
Lattice
Certification
Mental Health First Aider
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Mental Health First Aider
11-2021
Final Mile and Delivery Care Manager
Article
12.2020 - 08.2022
National Customer Experience Manager
Levitt-Safety Ltd
08.2018 - 03.2020
Customer Service Manager
Day and Ross Dedicated Logistics
12.2011 - 07.2018
Associate of Applied Science - Business Administration
Mohawk College
09.1997 - 04.2000
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