Chantal Goguen

Leading transformational change within GNB with the Enterprise Resource Planning Project to successfully implement Oracle Fusion to Parts 1, 2 and 4.

As a member of the Employee Relations Services team, key responsibilities are; assisting management with the Attendance Support process; providing consultation on HR topics; analyzing data; managing the Long Term Disability program in our department as the Return to Work Coordinator; WorkSafe NB processes; train-the trainer initiatives; interpretation and administration of policies, procedures and collective agreement; and recruitment activities. As a valued team member, I've also been reviewing and analyzing interdepartmental processes as well as finding new and innovative ways of improving these everyday tasks. I am constantly learning and adapting to the ever changing world of Human Resources in the Department of Social Development.

My main duties include answering client calls, booking reservations, customer service, quick problem solving and assisting with customer travel plans. I am also first contact for the company with the public. Dealing with difficult situations, complaints and issuing refunds is also a daily task in my position. I have gained excellent customer service skills while working here and have become a very people oriented person. I have also worked on projects including PC Evergreening. A project making VIA Rail a greener company by cutting out the use of paper documents and improving the everyday work of the Telephone Sales Agents. Aided in the development of the program as well as delivered training to TSA's . Also noted as a resource person during the project. Customer feedback : “Have you heard Chantal Goguen (telephone sales agent) at rendering customer service on the phone? You’d be very impressed. Great job she does. You should hear her brisk efficiency, with such customer friendly informational helpfulness that can be obscured by her delightfully melodious voice. A customer would feel compelled to let her manager know how good a job she does.” Premkumar H. Fall 2011 (http://www.myvirtualpaper.com/doc/celluledesign_en/p11-065_vialogue_ete_automne_en/2011082501/9.html#8)

When I offered my aid to this SME, they had no marketing plan in place. Everything was passed on a word to mouth basis. I designed the logo and kick-started the marketing plan for this small local business. I believe that it's important to contribute to local business to help stimulate our local economy and create an wave effect on the nation. I continue to be a marketing consultant for this home building business and greatly appreciate the experience I acquired here.

During my years at Lawtons I learned how to take on responsibility. After almost a year of working as a customer service agent I was offered the position of Supervisor. I was then responsible of preparing cashes, safe counts and deposits. I also had to motivate the staff and make sure all their duties were done in a timely fashion. This taught me how to manage employees who are also friends, which is a difficult task in it's own. On the weekend I would set up and take down the flyer for the week. I also did a lot of product set up and promos. I learned how to multitask and how to deal with difficult situations. I was also trained as a receiver, I had to oversee the logistics of the merchandising and make sure the product counts were right. I helped look over the resumes and applications that would come in and help with the selection. In some situations my assistance was needed when it was time to terminate employees, this was hard to do but it was a learning experience for me. I greatly enjoyed my time here and believe the skills I learned will serve me in my future endeavors.

Customer service, Cash work, Stock work, Packing, Cleaning, Sorting