Brad Monkman

Skills

  • Expert Level of Microsoft Office
  • Expanding knowledge of Database software
  • Excellent Customer Service Skills
  • Eager to learn
  • Leader in a Team or independent environment
  • Strong Interpersonal Skills
  • Resourceful
  • Ability to adapt with changing priorities and fluctuating workloads
  • Optimize processes at all levels of my career

Experience

Staff Scheduling Associate(September 2020 – Present)
Quinte Healthcare Corporation (Belleville, ON)

  • Interpret Collective Agreement for 3 different Unions for the purposes of Scheduling
  • Find inefficiencies in process and work with scheduling team on how to improve
  • Assist with creating worksheets and calculators in MS Excel to improve accuracy
  • Create documentation used for training staff on scheduling related tasks.

Dispatch(December 2019 – Dec 2020)
Pioneer Health Care (Belleville, ON)

  • Receive calls for service from Hospitals and Private clients, providing estimates in cost and timing where applicable while delivering high levels of customer service
  • Communicate with crew and clients to keep timelines on track
  • Process orders and dispatch to most appropriate team keeping an eye not to deadhead while meeting service levels for contracted clients
  • Supervise attendant staff helping provide direction when needed.
  • Create and send daily reporting.

Customer Service Representative(May 2019 – September 2019)
Cascades Container-board Packaging (Belleville, ON)

  • Process customer orders in SAP
  • Proactively communicate with customers regarding production deadlines and promises
  • Create reporting solution to highlight the cost of production mistakes

Elevate Plus Administrator(April 2018 – June 2019)
Loyalist College (Belleville, ON)

  • Process information into CAMS
  • Work with Elevate staff to gain efficiencies in process
  • Communicate with clients via phone and email
  • Create external communications documents with Adobe InDesign

OntarioLearn Technician(December 2017 – March 2018)
Loyalist College (Belleville, ON)

  • Develop proactive communications from continuing education to students using Constant Contact
  • Process registrations for OntarioLearn platform
  • Assist students having issues accessing OntarioLearn Portal and LMS. (Blackboard, Moodle, Desire2Learn)
  • Prepare, maintain and audit database files for Registrations and courses
  • Create and edit CRNs in Banner
  • Process action items in FirstClass

Sales Associate(March 2017 – January 2018)
The UPS Store (Belleville, ON)

  • Promote services to customers with a customer service focus.
  • Key Holder
  • Work to develop procedure documents for undefined or poorly defined procedures
  • Receive, and create shipments following all policies and procedures.
  • Create custom excel documents to perform previously manual functions automatically.
  • Create online and print marketing materials for store.

Dialer Manager (March 2016 – December 2016)
S&P Data (Trenton, ON)

  • Determine strategies to properly manage lists to desired targets.
  • Implement changes during the day to help manage agents to Increase sales on the list over it’s entire effectivity
  • Work with Avaya PDS applications such as Editor, Monitor, Analysis, Supervisor Telnet and PC Analysis Extract
  • Present weekly results to clients, make suggestions as to where we can make more list optimizations
  • Forecast Lead Exhaustion rates to manage pacing and list delivery target dates

Intraday Specialist (November 2015 – March 2016)
S&P Data (Trenton, ON)

  • Reporting for the Corporate Contact Centre Operations
  • Monitor agent activity to ensure operational effectiveness
  • Manage to achieve desired Service Levels for multiple lines of business
  • Create automated reporting systems for daily business operations

Workforce Planner (April 2015 – October 2015)
Assurant Solutions (Kingston, ON)

  • Create and maintain staffing plans and schedules
  • Monitor Queues to ensure effective current day use of staff
  • Create reports to illustrate current trends for use in Quarterly business meetings with client.
  • Make staffing suggestions and determine if and when additional staff is needed on the day
  • Work with external staffing partners and outsourced contact centres to ensure proper staffing levels.

 Finance Analyst (October 2014 – April 2015) 
Sears Canada (Belleville, ON)

  • Analyze Existing processes for potential inefficiencies
  • Use VBA scripting to eliminate repetitive tasks
  • Add functions to existing processes for auditing
  • Script other applications through VBA like Monarch, and Lotus Notes
  • Help manage id creation for a rollout of hundreds of delivery sites in the span of a few weeks

Workforce Management Administrator and Scheduler (October 2011 – October 2014)
Sears Canada (Belleville, ON)

  • Provide advice and support nationally to Contact Centre teams to maximize their effective use of WFM Software
  • Actively participated in the national roll-out of a new Avaya/Verint WFM Solution.
  • Interact with vendors regarding challenges with the WFM Applications
  • Implement processes that are used within WFM and Operations, nationally
  • Create custom reporting solutions using Excel, Access, Scripting, and SQL
  • Train Management in all contact centres how to  effectively manage adherence on their teams.
  • Educate  outsource partners on the functionality and use of Sears Canada WFM systems
  • Create meaningful schedules to optimize staffing efficiencies  and decrease payroll across multiple sites for approximately 700 people
  • Create short and long term Call Volume and workload forecasts for multiple queues.

Workforce Management Team Leader (October 2012 – October 2013)
Sears Canada (Belleville, ON)

  • Filter, delegate and action requests from Operations Managers and Directors
  • Lead Workforce Management Teams in multiple sites
  • Audit and improve team processes and tracking systems
  • Provide feedback support and motivation to individual associates and teams
  • WFM Administrator

Real Time Analyst (June 2011 – October 2011)
Sears Canada (Belleville, ON)

  • Reporting for the Corporate Contact Centre Operations
  • Monitor agent activity and effectiveness to ensure operational effectiveness
  • Manage to achieve desired Service Levels for multiple lines of business
  • Create automated reporting systems for daily business operations
  • Developing policies and procedures documents for new and current business systems

Placement Student (Nov 2010 – April 2011)
Nesda Technologies (Belleville, ON)

  • Created many new HR policies and procedures to help bring Nesda compliant with government policies
  • Review and organize invoice, timesheet and work order archiving system
  • Build, repair and upgrade workstations
  • Perform inventory check; revise and improve inventory systems

Sales and Customer Service (August 2009 – May 2010)
Canadian Wireless Communications (Belleville, ON)

  • Direct Customers to the most appropriate products and services for their needs
  • Built rapport with customers quickly

Senior Support Professional (November 2002 – December 2008)
Stream International (Belleville, ON)

  • Create and revise policies for front-line agent use
  • Developed training and other resources for new and expanding material
  • Trained and provided feedback for customer service and technical issues
  • Identified and analyzed data to determine service issues and submit information
  • Supervised agents to ensure they were performing and improving on desired metrics
  • Supervised and monitored floor for agent metrics as well as critique and provide feedback to improve agent performance
  • Extremely high customer satisfaction levels while providing efficient service

Education

Business Administration, Loyalist College (January 2009 – November 2014)

  • Advanced Business Administration Diploma
  • Human Resources Focus

High School Diploma, C.H.S.S. (June 2002)

  • Studies focused on technology and the services industry