Katie Consack

Experience

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  Bell

  Jan 2002 - Mar 2011

  Performed analysis, designed and implemented improvement processes and programs with the end goal of providing a better customer experience within the Home Phone organization. Partnered with internal and external management teams to understand root cause of customer impacting performance issues and implement strategic initiatives and standard operating procedures to drive improvement Influenced business decisions as they related to hiring, training and coaching front line employees at external partners located worldwideDesigned benchmarking audit to evaluate external partner performance as it relates to the customer experience with the goal of aligning practices, developing and implementing standard operating procedures at external partner locationsExtensive analysis of performance metrics, including correlation studies and presentation of findings at executive level. Show less Responsible for overseeing day to day operations of various Bell Home Phone partners to ensure consistent delivery of required expectations. Partnered with external operations managers to execute successful launch and ramp of Bell Home Phone campaign Committed partnership to enhance coaching and leadership abilities of partner leadersAnalyzed and communicated results to improve client experience and grow company revenue by focusing on use of behavioral coaching techniques Mentored call calibration sessions to ensure proper adherence to model call flow Show less Lead a team of 20-25 front line call centre sales consultants in a fast paced, competitive inbound call centre environment. Motivated through coaching and mentoring by maintaining a focus on customer service and sale efficiencies. Demonstrated excellence in time management skills in order to balance administrative and coaching responsibilities while maintaining an outstanding level of customer service.Actively engaged in personal development activities with team members, achieving a goal of enhanced professional leadership skills and abilities in a unionized environment.Developed strong negotiation and persuasion skills in order to gain strong commitment from all employees on issues related to their performance and the needs of the business as they relate to the customer experience Show less Handled complex inbound customer inquires related to the suite of Bell products and services. Dealt with sensitive issues with confidentially and a high level of professionalism, while consistently exceeding expectations on key performance indicators. Answered customer inquiries related to billing and provisioning of products and services with commitment to present customized solutions to all customers during inbound contactsExceeded targets on key performance metrics related to customer service, reducing cost and growing company revenue Show less

  • Customer Experience Improvement Analyst

    Aug 2010 - Mar 2011

  • Partner Performance Analyst

    Dec 2009 - Aug 2010

  • Phone Partner Performance Manager

    Jan 2008 - Dec 2009

  • Partnership Management Support Leader

    Jan 2006 - Jan 2008

  • Front LIne Team Leader

    Jan 2004 - Jan 2006

  • Customer Service Representative

    Jan 2002 - Jan 2004
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  ServiceOntario

  Oct 2011 - Apr 2016

  Manage, develop and lead a team of public facing customer service professionals in a busy ServiceOntario contact center. Responsible for overseeing day to day operations and performance management for a group of unionized employees in the Eastern Contact Centre Services Branch. Plan and manage the delivery of ServiceOntario contact centre services to meet and exceed customer expectations and service levelsEstablish expectations, objectives, goals and accountabilities for team of customer service professionals Optimize staff performance and coach staff to achieve effective team building and maximize employee efficiencies by creating culture of accountability and awarenessQuickly resolve operational and policy issues to exceed employee and customer expectationsProvide input into strategic direction and planning in the roll out of initiatives related to improving the efficiency and modernization of the ServiceOntario contact centre Show less Provide specialized telephone guidance and support for Service Ontario representatives dealing with Driver and Vehicle transactions in the field. Responsible for providing support and accurate interpretation of legislation, policies and procedure related to all Driver and Vehicle related inquiries from over 300 Service Ontario field officesIdentified possible training needs for the field offices based on recurring call types and inquiries related to specific legislation and policy interpretations Through personal development and training ensure the department meets its service level and key performance indicator targets to further improve customer experience Acted as peer coach and trainer for newly acquired staff as they adjusted to the Driver and Vehicle subject matter and processes Show less

  • Operations Manager

    Apr 2012 - Apr 2016

  • Customer Care Specialist

    Oct 2011 - Apr 2012
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  Ontario Ministry of Training, Colleges and Universities

  Apr 2016 - Jan 2020

  Service Delivery Manager

  Provided leadership and direction for local office staff, collaborating with internal and external stakeholders to deliver a variety of ministry-funded programs related to employment and training initiatives. Developed staff competencies through individual coaching and performance management discussions, challenging individuals to find solutions to operational challenges while adhering to guidelines, policies, and procedures. Led staff through organizational transformation by setting and communicating objectives based on the strategic vision of the organization, while fostering a positive and supportive culture for both internal and external stakeholders Show less

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  Ontario Ministry of Labour, Training and Skills Development

  Jan 2020 - Jan 2022

  Provided comprehensive operational, financial, and human resources support to the East Region Senior Management Team through effective planning, coordination, and delivery of branch support services, learning and development, and engagement initiatives. Led and coordinated staffing requests and approvals through local, regional, and divisional processes to ensure a balance of operational capacity within FTE and Salary/Wage budgets. Developed regional learning and development programs for managers and staff, focusing on coaching, career development, and professional growth. Additionally, served as the lead for the East Region Engagement, Diversity, and Inclusion working group, and actively participated in regional and division-wide Anti-Racism working groups. Successfully enhanced operational efficiency, supported professional development, and promoted diversity and inclusion within the region Show less Supported and developed strategies to transition the division to a model aligned with system stewardship of employment services, while coordinating changes from the modernization and transformation of the skilled trades system. Developed methods to manage operational aspects of this transformation, ensuring continuity and engagement with managers, employees, and bargaining agents. Organized a series of training sessions to support managers and staff through all aspects of change during the transformation and ministry integration. Additionally, supported communication sessions for managers and staff around key milestones of the transformation, adapting quickly to the expanding scope of the change management team's role. Show less

  • Branch Services Manager -Acting

    Oct 2021 - Jan 2022

  • Modernization Continuous Improvement and Culture Change Manager

    Jan 2020 - Jan 2022
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  Ontario Ministry of Natural Resources and Forestry

  Jan 2022 - Oct 2022

  Transformation Project Manager - Regional Operations Division

  Project management and leadership support for the implementation of an organizational restructure aimed at enhancing client experience. Collaborated with cross-functional teams to streamline processes, improve service delivery, and foster a more client-centric approach. Significant focus on the developing clear, customized communication materials to support leaders across the organization adapt to changes and monitor progress

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  Ontario Ministry of Natural Resources and Forestry

  Oct 2022 - now

  Manager Partnership Services

  The Partnership Services Section is dedicated to providing exceptional client service across a diverse range of program areas. By fostering positive relationships through collaboration with colleagues, clients, communities, and stakeholders, the section ensures effective service delivery.As the Divisional lead for the delivery and coordination of provincial programs and agreements, the section oversees transfer payments and agreements that span many of MNRF's business lines. Services are delivered directly by staff and in partnership with others across the ministry, including Provincial Territorial Organizations (PTO), First Nations & Métis communities, industry stakeholders, and government agencies through transfer payment and service agreements. Show less