Charisse Servanez

Innovative leader with six years of experience in a bilingual client-facing role as an English and French speaker, with proven record of excellent leadership in a client-centric, high-demand industry. Specializing in SaaS/Operations, I excel in driving new initiatives, redesigning, and implementing processes to improve operational efficiency and client experience. I am results-oriented and highly adaptable, with proven ability to develop and grow professional collaborative relationships.

Team Lead - Homeward Bound, YMCA of Northern Alberta, Red Deer, AB Canada

January 2023 to March 2023

• Collaborated with the City of Red Deer, Coordinated Entry, and other stakeholders in facilitating case management to mitigate homelessness in the city
• Assigned appropriate caseloads to case managers best able to deliver services in a manner that was consistent with the program and with overall ethical standards
• Ensured that caseworkers complied with current laws and regulations, such as FOIP and PIPA, which were designed to protect the confidentiality and privacy of clients and other relevant third parties such as landlords
• Educated the housing team in regards to methodological approaches, skills, and techniques that reflect their understanding of the role of culture in housing stability
• Ensured that the housing team properly maintained, stored, and retained client records in the electronic ETO (Efforts to Outcomes) system and/or paper files
• Monitored case files on a regular basis to ensure these are complete, accurate, and reflective of the individualized service plan and client needs and goals
• Reviewed case files to ensure case managers were conducting the required number of home visits with clients based on acuity
• Approved and signed off on client exits/dismissals, provided clients with my contact information for follow-up/re-engagement with the program as required

Team Lead - Fees, Nationwide Appraisal Services, Markham, ON Canada

March 2020 to August 2022

• Implemented and developed new processes, tools, and documents to further improve team performance and efficiency, in collaboration with Management/Sales teams
• Documented fee contract rules for new and existing, domestic and international clients, and disseminated key information to the Operations department
• Promoted a positive and collaborative work culture, led by example
• Delegated Fees team daily assignments, prioritized and processed tasks within SLAs (Service-Level Agreement standards)
• Monitored and measured the team efficiency, performance, and attendance in collaboration with Management.
• Managed incoming volume, ensured proper support coverage, and provided backup frontline support as required
• Identified process bottleneck and implemented solutions in a timely manner
• Reviewed and monitored KPI’s to increase operational efficiency; gathered, analyzed, and prepared data for weekly KPI Reporting
• Formulated yearly Performance Appraisal Reports
• Provided direction, training, coaching and support with documented feedback to team members as required
• Resolved ad hoc escalations as required

Team Lead - Appraiser Relations, Nationwide Appraisal Services, Markham, ON Canada

November 2019 to March 2020

• Developed KPIs and measurables for team productivity, participated in file/task time-tracking
• Served as a knowledge-resource to the teams, ensured that the teams delivered an exceptional client experience
• Researched and assigned difficult files in rural and remote regions using

Jaspersoft Analytics and Reporting software

• Delegated daily assignments for three teams of approx. 6, prioritized tasks as per SLA standards
• Promoted a positive and collaborative work culture, monitored team efficiency and performance in collaboration with Management.
• Provided direction, training, coaching and support with documented feedback to the team/team members as required
• Supported the Assignment, Post-Completion and Fees team through times of transition from working in-office to working remotely

York University - Glendon, Toronto, ON Canada

B.A. (Bilingual) French Studies

April 2016

Activities and Societies: Executive Vice President - Women Empowerment at York,

Writer - Pro Tem Bilingual Newspaper of Glendon

Additional courses: Professional Communication - bilingual, Franco-Canadian culture in French, Advanced Spanish, and Critical Thinking