Lindsay Lepage Townson

Manager, Client Success @O.C. Tanner

CA

I’m privileged to lead an incredible team of Account Managers who are both brilliant and strategic. They are also deeply committed to helping organizations intentionally create thriving workplace cultures with care.My role details include- Reporting to the Vice-President and Chief Operating Officer, my role is to provide leadership and direction to a growing team of Account Specialists-Coach, mentor, motivate and inspire team members through the use of one-on-ones, real-time feedback, regular recognition and personalized career & skill development plans - Use insights gained from client and employee interactions including feedback to drive transformation and change in client service policies, procedures and strategies with the goal of improving client satisfaction- Handle complex and escalated client issues and complaints, ensuring a successful resolution including root cause analysis and correction - Become the expert on all O.C. Tanner\'s proprietary systems and processes in order to support, train and coach my team and cross functional teams- Develop and maintain strong relationships with client relations personnel at head office and global cross-departmental teams to stay up to date with new processes, technologies, training, etc- Establish a continuous improvement methodology, reduce non-value added work, gain efficiencies and improve service levels for our clients

Griffith University

Bachelor of Marketing, Business, Management, Marketing, and Related Support Services

Fleming College

Advanced Diploma of Business Administration- Marketing, Marketing

Recognition Professionals International

Certified Recognition Professional , Human Resources Development

ICA: CAAP

CAAP (Communications and Advertising Accredited Professional) Designation, Business, Management, Marketing, and Related Support Services