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Dena GRIEVE Jan12 20151
- 1. Dena Grieve Cell:(204) 918 - 0813 Res: (204) 339 - 6160 234 McIvor Ave., Winnipeg MB R2G 0Z8 E: dmgrieve@mymts.net PROFESSIONAL PROFILE Independent and collaborative team worker focused on customer and employee satisfaction People-oriented focused on client relationships and customer service excellence Effective communication skills and highly developed analytical problem-solving skills supporting continuous process improvement Self motivated, goal oriented, and reliable, recognized by promotion to higher responsibilities. Computer literate, quality conscious and a continual learner Consistently recognized by individual/team Achievement & Service Excellence awards, Customer Commendations, and numerous Peer ‘Thanks’ awards. CAREER SUMMARY Admin Assistant HP Company, Winnipeg, MB 2008 - 2015 Administrative support to Canadian Service Centre • Monitoring/analyzing employee productivity to assess performance and for client billing • Responsible for opening all “new hire” requisitions for 10 managers in Canada and US • Coordinate and set-up interview schedule for recruits considered as potential new hires • Monthly reporting on customer satisfaction, Service Level Agreements and productivity data • Client billable work processing IMACs and following up to ensure completion and closure • Client billable work processing Work Orders for Manitoba Government Account • Local and national representative for employee social committee(s) • Coordination of local/national social events as part of a national employee satisfaction program • Organization of Special Events and administration of funds allocated to support programs • Volunteer monthly at Siloam Mission Lunch Program, as part of a corporate give-back initiative Senior Customer Service Agent CanWest Global, Winnipeg, MB 2007 - ‘08 • Responded to customer enquiries and request for service calls • Provided advice and direction according to request and contract requirements • Investigated, resolved or escalated as required • Documented contact details following standard operating processes in call tracking tools
- 2. Dena Grieve Cell:(204) 918 - 0813 Res: (204) 339 - 6160 234 McIvor Ave., Winnipeg MB R2G 0Z8 E: dmgrieve@mymts.net ISM - IBM Global Services, Winnipeg, MB Customer and Employee Satisfaction Analyst 2003 - ‘07 • Led performance improvement producing and reviewing operational metrics through reports and scorecards of Customer Satisfaction, Quality Call Monitoring and New Business in the Monthly Operational Reviews with Senior and Line Managers. • Worked with managers to review / analyze current results and emerging trends • Tracked positive attainment results in all areas and recognized individuals and departments • Tracked areas for improvement or investigation and suggested remedial actions Quality Tele-monitoring Representative 2002 - ‘03 • As employee - management liaison, facilitated employee satisfaction focus groups. • Key collaborator in national Employee Satisfaction/Recognition programs to acknowledge customer service excellence, team building on a national level and improve staff morale • Coached and mentored analysts to comply with standard operating processes / procedures National Production Monitor – Customer (End User) Survey Process 2000 - ‘03 • Taped customer survey calls monthly for all departments to ensure quality assurance. • Reviewed survey calls, tabulated results, reviewed results with management • Coached and mentored analysts to comply with standard operating processes / procedures • Monitored weekly and monthly production numbers to ensure a significant sampling was completed to support the call volumes per client for all locations nationally National Quality Customer Service Team – Call Monitoring 1998 - ‘00 • Taped customer service calls monthly for all departments to ensure quality assurance. • Reviewed operational calls, tabulated results, reviewed results with management • Coached and mentored analysts to recommend improvements in call handling and performance based on results and adherence to standard operating processes / procedures Customer Satisfaction Analyst – Customer Survey Team 1997 - ‘98 • Conducted Customer Satisfaction Surveys by phone to Customer End Users • Documented contact details in custom designed customer survey tool • Documented Commendations to acknowledge service excellence and Detections to initiate further investigation both directly linked to the customer survey feedback. Help Desk Analyst 1995 - ‘97 • Responded to customer enquiries and request for service calls • Provided advice and direction according to request and client contract
- 3. Dena Grieve Cell:(204) 918 - 0813 Res: (204) 339 - 6160 234 McIvor Ave., Winnipeg MB R2G 0Z8 E: dmgrieve@mymts.net • Investigated, resolved or escalated as required • Documented contact details following standard operating processes in call tracking tools Help Desk/ Data Entry Supervisor The North West Company, Winnipeg MB 1987- ‘95 • Responded to customer enquiries and request for service calls • Provided advice and direction according to request • Investigated, resolved or escalated as required • Documented contact details following standard operating processes in call tracking tools IT EXPERIENCE AND PROFICIENCY • MS Windows • MS Office: Word, Excel, Access, PowerPoint, and Outlook • Internet and Social Media • Data Management Tools – use of custom and commercial applications and tools to manage and maintain details of work performed. EDUCATION & PROFESSIONAL DEVELOPMENT Quality Assurance Management Certificate University of Manitoba Continuing Education 1999 Corporate Training and Professional Development Courses • About Motivation • Empowerment, • The Writing Process • Enhancing Your Listening Skills • Communication Etiquette. • Leadership Skills • Presentation Skills • Communication Skills • Time Management • Measuring & Managing Customer Satisfaction & Loyalty • Diversity Training • Front Line Leadership Development • Quality 101 • Customer Support Partnerships • Power Packed Communication Skills for Women – CareerTrack • Service Excellence - Manitoba Quality Network Conference • Managing Culture (Corporate Change focus) - Tivoli Seminars COMMUNITY RELATIONS AND VOLUNTEER INVOLVEMENT • Trained Doula (Birth, Labour, Postpartum Coach) • Ronald McDonald House Manitoba - Volunteer including participation in McHappy Days and Fundraising Gala • Food Service at Canteen Selkirk Arena • Self-Employed, home-based sales/service, for various home or personal care products • Community/Corporate Volunteer to support fundraising and contributor as a prize donor • Planning and coordination of a fundraiser social for a liver transplant patient
- 4. Dena Grieve Cell:(204) 918 - 0813 Res: (204) 339 - 6160 234 McIvor Ave., Winnipeg MB R2G 0Z8 E: dmgrieve@mymts.net • Respite Care for families of children with autism