1. Cindy Charter
2639 Highway 311
Upper North River
Nova Scotia, B6L6J6
Cell - 9028908653
Home - 9028937036
cindycharter9@gmail.com
June 12, 2016
Summary
Operations Management # Program/Project Management # Customer Relationship Management
# Process Improvement • Performance Optimization • Personnel Development • Logistics •
Training • Alberta Construction Safety Association Leadership for Safety Excellence Course •
Accident Investigation Course # Peoplesoft •Payroll • Hiring •Scheduling • Managerial experience
in the Customer Service and hospitality industry • Dependable, reliable, determined and capable
of working without supervision • Friendly and personable; enjoy working as a team member •
Capable of handling concerns and complaints efficient and effective fashion • Strong product
knowledge and able to enlighten others with this information • Proficient in Word, Excel, Power
Point, Electronic email
Experience
Operation Manager at First Canada February 2014 - Present
 Managing up to 100 employees including Safety Officers, lead hands, dispatchers and drivers.
 Assisting with and dispatching and scheduling for workers in a camp setting for the client as well
as scheduling of drivers, safety personnel, and dispatch office
 Scheduling, Dispatching, Recruiting, Terminating.
 GPS Tracking through Geotab
 Review Resumes, contact potential hiring candidates, conduct telephone interviews. Prepare
documents for Back Checks. Set up Drug & Alcohol Checks and all aspects of hiring employees.
 Booking Flights and rooms for staff.
 Ensure fit for duty and consistent on-time performance on all routes. Ensure proper equipment
utilization available for scheduled maintenance. Communicate effectively with customers,
operations, maintenance, safety, training and the union in order to perform activities in the best
possible manner.
 Monitor service levels to ensure that performance statistics meet our customer operational
requirements.
 Ensure proper resources exist to support the budgeted workload and develop
contingency plans necessary to accommodate peak capacity requirements.
 Support the attraction and retention of qualified drivers; manage staff attendance.
 Interaction with Union representatives in any grievance, performance, and disciplinary issues
 Collaborate with other managers or staff members to formulate and implement policies,
procedures, goals, or objectives.
 Implement schedule and policy changes.
 Ensure that staff members comply with administrative policies and procedures, safety rules,
union contracts, and government regulations.

2.  Plan, organize, or manage the work of subordinate staff to ensure that the work is accomplished
in a manner consistent with organizational requirements.
 Set operations policies and standards, including determining safety procedures.
 Direct investigations to verify and resolve customer complaints.
 Direct activities related to dispatching, routing, or tracking transportation vehicles.
 Preparing billing. Payroll, Peoplesoft, Conduct employee training sessions on subjects such as
hazardous material handling, employee orientation, quality improvement, or computer use.
 Serve as contact persons for all workers within assigned territories.
 Promote safe work activities by conducting safety audits, attending company safety meetings, or
meeting with individual staff members.
 Canadian Centre for Occupational Health and Safety Accident Investigation, WHIMIS,
Leadership For Safety Excellence Course
Work Force Logistics Coordinator at Fluor Canada June 2012 - February
 Coordinate and supervise all bussing transportation activities, to and from site to camp, site to
flight check-in, camp to aerodrome.
 Directs all contractors and sub-contractors to achieve company objectives, within budget, with
quality that conforms to original contract and project scope.
 Maintain schedule, monitor execution with the ability to identify and solve problems. Initiate and/or
request changes or modification to work scope Order new units in a consistent manner to
decrease delay necessary for modification of services.
 Maintain positive relationships with passengers, contractors, and client.
 Review schedules and supervises all phases of daily work tasks.
 Promote job site safety, encourage safe work practices and rectifies reported job hazards
immediately.
 Ensure all contractor employees and sub-contractors are adhering to the site & company policies
and procedures.
 Maintain an organized data system, including the site office.
 Act as an adviser on job related problems
 Deal with individuals requesting information or service
 Ensure environmental and safety aspects are considered and reported in the event of safety
incident or environmental concern.
 Assess work scope completion upon receipt of contractor invoices and accept invoice
 Perform other related duties as assigned
Customer Service Representative at RBC December 2011 - June 2012
 Provide professional, attentive and accurate transactional core banking services to high value
clients and responds to clients by identifying needs, offering value-added advice, opportunity
spotting, and by taking personal accountability for the resolution of client concerns.
 Key Accountabilities: Respond to client initiated contacts, delivering fast and efficient service,
assisting with financial transactions such as deposits, withdrawals, cheque cashing/ordering, bill
payments, money orders and transfers, and foreign currency exchanges. Resolve problems at
first point of contact where possible and refer to more complex situations to senior officers.
 Look for sales opportunities with all clients and refer to appropriate internal officers. Adhere to
compliance routines in carrying out transactions.

3. Custodian at Leon’s Furniture Leon’s Furniture - August 2011 - December 2011

 Responsible for cleaning all offices, bathrooms, and show floor. They also asked me to sell for
their Big Sale Event for 4 days. I did so with no training and was able to assist the customers and
close sales.
Assistant Manager at Saltscapes Restaurant February 2011 - July 2011
 Setting up and conducting interviews for prospective employees
 Meeting with potential and existing clients
 Daily Bank Deposits
 Daily reporting with excel spread sheets
 Assign duties to staff and observe performance to ensure adherence to policies and established
operating procedures.
 Provide training, including safety training, to staff.
 Select or assist in the selection of staff and complete all new hire paperwork.
 Review performance and conduct personnel actions such as disciplinary actions and
terminations.
 Maintain accurate records including cash flow sheet, direct bill accounts, credit card receipts,
reservations, direct bills, and credit cards.
 Conduct or assists in conducting staff meetings.
 Adhere to all company procedures and regulations as well as standard operating procedures.
Receive and resolves or assists in resolving guest complaints and employee issues.
 Assist in General store such as proving product knowledge to our guests and employees
 Answer inquiries pertaining to policies
 Problem Solving - Identify and resolve problems in a timely manner; develop alternative
solutions; using reason even when dealing with emotional topics.
 Customer Service - Manage difficult or emotional customer situations; respond promptly to
customer needs; respond to requests for service and assistance.
 Assist in restaurant such as serving meals, clearing tables, expediting food in kitchen Perform
functions of the General Manager in their absence.
 Assist with sales and marketing efforts as directed
 All other duties as assigned
Operations Manager, Sales Manager, Offline Support Representative ,Team Lead at
Applied learning Lab at Convergys February 2004 - September 2010 (8 months)
 Establishing clear and objective targets & measures for results you are expecting your
agent/team to deliver.
 Effective processes in place to handle changes in priorities
 Making sure priorities are aligned with the broader organization

4.  Being clear about the behaviors expected from agents to demonstrate Identifying specific,
prioritized actions and outcomes as part of the agents development plan
 Listening to learn each other’s perspectives
 Effectively identifying and prioritizing resource needs (e.g., time, tools, money, people)
 Agree on the level of authority and independence your agents can exercise to accomplish their
goals
 Effectively removing obstacles limiting performance and development
 Review and discuss progress on performance & development with appropriate frequency
 Have practices in place that ensure positive consequences for high performance and growth
 Engaging in highly effective and helpful coaching conversations
 Planning of Incentive Promotions to be run, budgeting and creation of Power point deck
presentations
 Reporting/Daily check and Analysis on Sales updates
 Analyze performance results and implement department improvements.
 Analyze and maintain all Client Service Level Agreements
 Ensure department operates efficiently according to client and company measures
 Resolve escalated customer complaints with solid record in customer service improvement
 Determine appropriate staffing and implement strategies to efficiently operate the department
 Support departments to ensure staffing strategies are effectively executed.
 Achievement of budgetary measurements
 Maximize revenue generated efficiency Support long and short term financial projections
 Responsible for selecting, training, developing, and managing performance of direct reports
 Providing prompt and objective coaching
 Volunteered with Recruiting
 Chairperson of Community Action Team, Diversity Team, and Health and Wellness Team
 Succeeded in reducing 60-90 day attrition as Applied Learning Lab Team Leader
 Responsible for helping new hires be self-proficient once they go to production.
 Responsible for attending calls with the Client Tracked agent activities, attendance, call drives,
handle times, idle/aux times, service levels, schedule adherence, and maintaining
staffing/coverage for a general queue, escalation queue and a nesting queue.
 Keep central office appraised of day-to-day operations for our center.
 Gained experience in Quality scoring, coaching and training skills, offering many ideas to help
with Convergys/Sprint goals
 Enforced disciplinary action as required by Convergys Policies
 Chair for the Community Action Team
 Multitasking by filling out consult trackers and answering questions within a set time frame
 Answered supervisor calls to resolve customer issues and complaints while on floor support.
 Reviewed and processed case managements and adjustment requests
 Answered inbound calls for Sprint PCS Used de-escalation skills to resolve customer issues
without the need of a Supervisor Positions;
Manager at Tim Horton’s September 1998 - May 2004 (5 years 9 months)
 Supervised up to 14 employees
 Hiring/termination of staff

5.  Store Front Hostess and Baker
 Daily Cash and Banking
 Maintaining store inventory
 Preparation of all food products to ensure availability and quality to customers at all times
 Maintained financial aspects of the store, daily cash, and reports
 Organized Fundraisers numerous times raising money for the Tim Horton Foundation.
 Attended weekly Manager Meetings on behalf of Owner
Professional References
Robert Gosby – 780-713-8077
Lawson MacDonald – 902-574-0098

6.  Store Front Hostess and Baker
 Daily Cash and Banking
 Maintaining store inventory
 Preparation of all food products to ensure availability and quality to customers at all times
 Maintained financial aspects of the store, daily cash, and reports
 Organized Fundraisers numerous times raising money for the Tim Horton Foundation.
 Attended weekly Manager Meetings on behalf of Owner
Professional References
Robert Gosby – 780-713-8077
Lawson MacDonald – 902-574-0098