Cecilia Mansbridge

Experience

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  BC Hydro

  Jan 1999 - Jan 2004

  Customer Service Representative
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  Accenture

  Feb 2005 - Aug 2009

  As a key liaison between multiple operational departments, a third party vendor, training, and the project team, I was responsible for ensuring that operational service levels were not compromised due to the SAP project while identifying opportunities for cost savings. Managed, enhanced and maintained the SAP training plan to optimize training requirements and remove duplication. Savings to date: 677 days or 7% of original plan.Created and helped maintain meaningful reports to clearly communicate vendor performance metrics to a broad audience. Produced a monthly invoice report for use by both internal and external parties that increased accuracy, as well as decreased Accenture's monthly costs by approximately 3% or $13K.Successfully identified, tracked and mitigated operational costs with the team during SAP implementation. The outbound dialing initiative brought in $160K over two months and is continuing as a revenue-generator due to this success for both the client and Accenture. Show less Led team of four Forecasting and Planning Analysts (FPA’s) in two remote locations; efficiently staffed five inbound call centres (Canada, USA and Philippines) with a mix of union and non-union staff for six utility clients within budget.Provided long term forecasting and staff planning for the Enmax, Terasen and SourceGas clients utilizing a combination of analytical models, software programs and input from multiple stakeholders.Led monthly client meetings as a forum to effectively communicate upcoming staffing requirements, explain potential hotspots and mitigation plans, facilitate discussion around historical and future events, and emphasize recent successes for both parties. Worked with HR, Learning and Operations teams for each Canadian call centre (Calgary, Niagara, and Fredericton) to efficiently and successfully recruit, train and staff each site. Show less Primary responsibilities included accountability of Customer Care service level metrics, independent verification of operations through process controls and audits, and management of client requests.High involvement with client managers to present Customer Care metrics, communicate and manage requirements for both parties, resolve issues and ensure coordinated and efficient delivery of workProvide objective and subjective evaluation of service performance of Customer Care, escalation of potential issues and recommendation of solutions. Show less As the project manager for two projects occuring simultaneously, I managed all aspects of blueprint, design, build, test and deployment for the integration of both a Paper Queue and a Performance Management Dashboard in the call centre. Coordinated and led two teams consisting of multiple consultants and stakeholders across Canada to ensure deliverables were achieved on time and on budgetThe Paper Queue implementation automated correspondence gathering, significantly increased completion metrics and turn-around times, and decreased administration time.The Performance Management Dashboard application automated and enhanced reporting while saving a minimum of 1 FTE in administration for multiple user types. Show less I was the first point of contact of the call centre Director for workforce planning and analysis, and provided accurate information and innovative ideas used by multiple levels of management for decision-making. This included:Leading a team of nine staff responsible for efficiently scheduling 200 employees in multiple sites to meet essential Service Levels while staying within budget constraints.Operational Sponsor for ERP (Enterprise Resource Planning) roll-out across Canada. Escalated multiple issues in a high-pressure project environment to ensure a successful rollout, created additional training materials for call centre employees and saw that 100% of call centre employees were paid on time.Budget variance analysis for the call centres which is budgeted at over $10 million annually. Show less

  • Overview - Accenture Roles

    Aug 2009 - Aug 2009

  • WFP Business Readiness Lead - EGD SAP Transition Project

    Jan 2009 - Jul 2009

  • Senior Forecasting and Planning Analyst

    Dec 2006 - Dec 2008

  • Service Performance Manager

    May 2006 - Dec 2006

  • Project Manager

    Feb 2006 - May 2006

  • Manager - Workforce Planning and Administration

    Feb 2005 - Feb 2006
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  Pacific Insight Electronics

  Jan 2010 - Jan 2012

  Lean Team Coordinator and Production Support

  Initiated and led the implementation of Lean Manufacturing principles at Pacific Insight through training, administrative organization and communication. • Initiated and implemented 5S and Kaizen events on the production floor. Cost savings of $50K.• Organized multiple levels of Lean training sessions for 100% of staff with content adjusted relative to skills, knowledge, and focus of each group.

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  WorkSafeBC

  Jan 2012 - now

  Case Manager

  In this complex, decision heavy role, I manage 80+ claims simultaneously, working directly with injured workers, employers, and medical providers. I gather information from multiple objective and subjective sources, perform analysis and evaluation of complex and conflicting data, identify appropriate law, policy, and procedures, build engagement and influence with participants to work towards a common goal, make financial decisions that directly impact key stakeholders, and manage difficult conversations daily. • Mentor for new learners, 2022 to present - Provide coaching, support, and guidance to new learners and new-to-role transfers. - Create tip sheets providing step-by-step guidance for otherwise undocumented processes.• Member of CMS* RRP Enhancement team [*WorkSafe BC Customer Management System] - Identify, propose, and document improvement opportunities for CMS software. - Support information gathering meetings, provide iterative feedback in Agile sessions, and complete user acceptance testing (UAT). - Create, lead, and host demonstration sessions for staff regarding new updates and processes.• Innofest participant, 2020 and 2022. I was part of a multi-department team provided direct input and feedback to the plan and participated in the pitch which was held virtually to an audience of multiple employees including upper level management. - 2020: Our “Reply to Sender” initiative decreased clicks and increased accuracy; went live on January 30, 2021. - 2022: “Digi” the Decision Assist Optimizer won third place in Innofest 2022. Show less

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  Virtual Gurus

  Jan 2021 - Jan 2023

  Virtual Assistant

  In addition to working at WorkSafeBC, I took on an opportunity to learn new skills providing virtual administrative support for multiple clients in a variety of time zones across North America. This dynamic position required extreme organization, responsiveness, flexibility, and learning and utilizing a wide variety of software systems. • Supported multiple organizations simultaneously, with key clients including a cancer nonprofit and a financial and insurance advisor.• Strong results within the Virtual Gurus company, including “VA of the Month” awards in April 2022 and November 2022. Show less