Paula Hutton

Experience

• 

  WestJet

  Jun 2004 - Apr 2011

  Led the Materials team through a organizational transition by providing context for change, tools and resources for employees to successfully transitionImplemented a change management and communication plan to ensure all parties were engaged and understood the impending changes and their impactIdentified and worked with key players through organizational changes and utilized face to face interactions to leverage their experience and knowledge to achieve successCorrected negative behaviors by working through performance improvement plans. Improved performance, team morale and increased accountability by providing feedback, coaching and implementing action plansAssisted the Logistics Team in driving the implementation of a dangerous goods training module by:Identified gaps within the systemResearched regulations to map out corrective actionsEnsured data integrityWorked with Instructional Designers to move training standards forward into a Transport Canada regulated program Implemented an end to end training program that met business needsProvided ongoing support by developing a team intranet site Show less • Ensured a consistent delivery of Provisioning (catering) Services to our internal and external guests• Anticipated opportunities to evolve Provisioning Services and relationships in a fiscally responsible manner• Prioritized the new initiatives being implemented based on Corporate and Inflight strategic objectives• Provided a link between Procurement, Inflight and Airport operations which provided smooth transition of processes, open communication and operational consistency• Evaluated (and validated) new ideas proposed by Executives, Directors and/or other WestJet departments for their impact on the Provisioning and Inflight system• Implemented an onboard point of sale system that increased onboard revenue and created onboard efficiencies• Researched, developed and implemented a Health Canada approved HACCP program that ensured safe food handling, storage and proper serving guidelines• Ensured all initiatives were effectively communicated to key WestJet departments and stakeholders ensuring seamless integration of new processes• Developed ‘maintenance plans’ for new initiatives to ensure a continuous cycle of improvement• Managed promotional opportunities for enhanced onboard guest experience • Provided monthly communications to Inflight, Provisioning and third party provisioning partners to ensure consistency and proper vendor management• Worked directly with Marketing team to ensure operational feasibility of new products and communication to the frontline Show less Managed the scheduling of employees while ensuring operational coverage and employee satisfactionDeveloped annual budget for staffing and trainingEnsured monthly scheduling remained within budget and met key performance indicatorsOversaw the recruiting of all positions within the station to maintain proper staffing levels by analyzing attrition ratesWorked with the Team Service Specialists to implement a rewards and recognition programProvided employee reviews quarterly for a team of up to 11 peopleImplemented a successful attendance support program which lowed absences by 4%Oversaw all aspects of People Management within the station Show less

  • Manager, Materials West / Buyer IV

    Jan 2010 - Apr 2011

  • Manager, Inflight System Support

    Mar 2008 - Dec 2009

  • Team Service Manager / Passenger Services Manager

    Jun 2004 - Mar 2008
• 

  Air Canada

  Apr 2011 - Jun 2020

  • Manage, monitor and co-ordinate various activities and processes to achieve excellence in the areas of safety, operational and customer service standards• Anticipate, identify, and resolve service and operational problems with a results-oriented approach to performance. Be fluid in the operation and available to respond to shifting priorities.• Scheduling of daily duties and tasks to maximize efficiency in the operation while maintaining a high level of customer service• Review scheduling requirements daily to maintain corporate staffing budgets and undertime and overtime targets• Monitor and adjust to changing operational dynamics while making appropriate changes in a timely manner.• Department of Transportation mandated Complaint Resolution Officer• Trained in Accident / Incident Investigation in accordance with Transport Canada• Trained as a Threat Risk Assessment representative for Air Canada in accordance with Transport Canada. Represented and assessed impact of security and safety incidents on behalf of Air Canada.• Consistently communicate with employees and customers with company directions and explain the rationale behind our policies or decisions.• Play an influential role in nurturing a sense of ownership across the workforce, so that employees feel empowered to use their judgment and experience to make sound decisions• Responsible for operational safety, a satisfying work environment, improved quality of customer service and compliance to the Official Languages Act in the branch Show less • Deliver Straight Talk sessions designed to provide consistent messaging aligned to our Flight Path• Meet with agents to discuss areas of success and opportunities for improvement• Promote rewards and recognition programs• Act as a coach for the employees, motivate and engage individuals and the team to build a positive and healthy working environment.• Assume a portfolio of local initiatives that promote culture change, community involvement and support our team:• Developed a program for Autistic children with the YYC Airport Authority called YYC Navigators• Promote charitable events within our base and airport community such as the Big Bike ride for the Heart and Stroke Foundation.• Management representative for the Team YYC Social Committee• Responsible for all CSM scheduling and ownership of the Acting CSM program• Local champion for the updated Leads program• Management alternate to the ATW joint OSH committee Show less

  • Resource Deployment Manager

    Sept 2019 - Jun 2020

  • Customer Service Manager

    Apr 2011 - Aug 2019
• 

  Alberta Health Services

  Mar 2021 - now

  • Provide leadership and oversight to a team of 900 clerks, 32 Leads and 6 Supervisors in a fast paced and fluid operational environment.• Development of non-clinical standards and practices to provide excellence in client service while maintaining Health Link’s standards• Develop transitional plans for the demobilization of teams due to the changing nature of the Covid-19 Pandemic response. • Developed and implemented operational plans to ensure the completion of key milestones • Provide guidance and professional development to Supervisor's and Leads • Develop process documents, call handling resources and training materials• Assist in the recruitment, onboarding and orientation of new hire employees• Forecasting of resource plans to meet the internal call center standards and metrics / KPIs• Work with Senior Leadership, Health Link Learning and Development team, the Business and Technology Team, Scheduling and Payroll Teams in support of effective service delivery and safe practices. Show less

  • Manager, Health Link Non-clinical Services

    Mar 2021 - now

  • Manager, Health Link - Vaccine Booking Line / Covid-19 Results Team

    Mar 2021 - Feb 2022