DeAnne Simon-Campbell

Operations-focused Team Lead with experience leading high-volume service delivery, optimizing workflows, and coordinating cross-functional teams to improve performance and client experience. Proven ability to manage complex, fast-paced environments, structure ambiguous processes, and coach team members to deliver consistent results. Experienced in handling escalations, analyzing operational data, and driving process improvements.

Seeking to leverage this experience in an implementation-focused role, leading client onboarding projects while mentoring and developing high-performing teams.

Team Lead at Intellifi Corporation (2022-01 – Present)

• Lead end-to-end daily operations of a high-volume client service environment, ensuring consistent service delivery across calls, chat, and email channels while maintaining SLA targets
• Monitor operational performance through analysis of call volumes, queue trends, and response times, proactively adjusting workflows to prevent service disruptions
• Act as escalation point for complex client issues, resolving blockers and ensuring timely, high-quality outcomes while maintaining a strong client experience
• Translate recurring issues into structured process improvements, reducing inefficiencies and improving resolution consistency across the team
• Generate and analyze performance reports in Excel to track KPIs, identify trends, and support data-driven decision making
• Conduct regular coaching and performance reviews, developing team members' ability to handle increasingly complex scenarios with confidence and autonomy
• Support onboarding and ramp-up of new hires by providing training, documentation, and real-time guidance in a fast-paced environment
• Coordinate cross-functional workflows between customer operations and funding teams, ensuring alignment on priorities, timelines, and deliverables
• Manage and optimize communication workflows within Telax, improving visibility and response tracking across channels
• Proactively identify risks, workflow gaps, and capacity challenges, implementing solutions to improve efficiency and team performance

Information Specialist at Government of Canada (2021-01 – 2021-12)

• Delivered accurate COVID-19 information and appointment scheduling support to 50+ clients daily
• Answered and documented 50+ calls a day
• Scheduling vaccination appointments and providing directions to the destination
• Trained new hires via Zoom on systems, call etiquette, and documentation standards

Front Desk Supervisor at Contemporary Computers (2020-01 – 2021-12)

• Answer a multiple line phone system, manage calls by routing them to the proper extensions or taking messages and delivering them within our message system along with setting up conference calls as requested
• Manage the building log of who is entering and exiting the building
• Accept deliveries and mail, organize them to be distributed to the correct recipients using the office mailing system and ensure they get to the recipient in a timely manner while also managing outgoing mail and packages for pickup
• Handle filing and data entry as requested
• Supervise and oversee Front Desk Clerks, ensuring all staff are providing professional and friendly service
• Proficient in Microsoft office, creating emails, adding licenses, password changes, making shared mailboxes
• Knowledge of Lightspeed retail/ecommerce, Repairshoppr, Bambora

Loyalty & Retention Specialist at Fleet Complete (2018-01 – 2020-12)

• Created and executed strategies to build loyalty across a growing base of thousands of clients
• Handled billing enquiries including Data overages, credit cases, etc.
• Collaborated across teams to represent the voice of the customer within operations
• Redeemed customer experience for at-risk accounts, re-built relationships to retain clients
• De-escalated difficult escalations successfully and kept the company from being sued
• Executed proactive customer outreach campaigns to increase loyalty and reduce churn
• Tracked, measured and analyzed client data to make recommendations to Directors and R&D
• Made strategy recommendations to improve Customer Experience to Executive management
• Hired, trained, supervised and evaluated team of off-shore Loyalty agents
• Trained new hires on tools, Fleet Complete software, reporting, and retention strategy
• Performed other administrative duties and other duties as assigned by manager
• Booking meeting rooms, opening, sorting and distributing mails, photocopying, faxing, and setting up and maintaining filing systems in an organized manner
• Experienced in systems such as Zendesk, CRM, Salesforce, BigRoad admin, 8x8

Customer Service Representative at OLG (2020-01 – 2020-12)

• Composing corporate emails and letters, making templates for the company to use
• Execute the transactional processes related to handling prize claims by customers (via phone, mail, or in person) to ensure swift and accurate disbursal of legitimate claims in compliance with OLG policies
• Create accurate and complete documentation related to a prize claim on OLG systems and systematically file the same upon completion to facilitate tracking and retrieval if required
• Conduct and document interviews and photographs with approved winners to be used for marketing and promotional purposes
• Processing cheques and invoices

GRAPHIC DESIGN CERTIFICATE in Graphic Design – George Brown College (2022-01 – 2023-12)

WEB DESIGN CERTIFICATE in Web Design – George Brown College (2020-01 – 2021-12)

GOOGLE ANALYTICS FOR BEGINNERS in Google Analytics – Google (2023-01 – 2023-12)