Dani McGuire

Lead multi-site service delivery operations, managing diverse teams and customer portfolios while driving strategic initiatives and maintaining government service standards.

Key Achievements & Responsibilities:

• Lead and coordinate operations across multiple service delivery sites, optimizing resource allocation and workflow management

• Manage and develop high-performing teams of service officers, implementing performance management, coaching, and succession planning strategies

• Drive business performance through strategic monitoring of KPIs, quality assurance, and comprehensive reporting to executive leadership

• Resolve complex customer escalations and policy-impacting issues, including emergency/disaster response situations

• Foster strategic partnerships with internal and external stakeholders to enhance service delivery capability and community engagement

• Spearhead innovation initiatives and change management processes, adapting to evolving government priorities and customer needs

• Exercise significant decision-making authority with consideration for broader agency implications and strategic direction

Managed day-to-day team operations while developing staff capabilities and maintaining service excellence across multiple customer channels.

Key Achievements & Responsibilities:

• Supervised team operations including priority setting, resource management, and workflow optimization to meet performance targets

• Led staff development through coaching, training, and mentoring programs, identifying and addressing learning needs

• Established and maintained productive relationships with local stakeholders and inter-agency partners

• Monitored and improved work quality through comprehensive analysis and reporting against established performance standards

• Managed customer feedback and complaints resolution, investigating complex issues and implementing process improvements

• Contributed to business planning and strategy development, driving improvements in key performance measures

• Promoted digital service adoption and self-service channels to enhance customer experience and operational efficiency

Provided specialized support to vulnerable customers facing multiple barriers, coordinating tailored assistance and cross-agency collaboration.

Key Achievements & Responsibilities:

• Coordinated comprehensive support for disadvantaged customers, developing individualized assistance plans and vocational skill development pathways

• Collaborated with government and community services to deliver integrated customer solutions

• Provided frontline customer service including vulnerability assessment, issue identification, and appropriate service streaming

• Mentored and trained junior staff, supporting their professional development and service delivery capabilities

• Resolved complex customer enquiries and complaints, escalating systemic issues through appropriate channels

• Promoted digital services adoption while ensuring accessibility for diverse customer needs

Delivered comprehensive customer service across mainstream, new customer, and specialized incarcerated customer segments.

Key Achievements & Responsibilities:

• Processed customer applications and assessments across multiple payment programs and services

• Provided expert advice on legislation, policies, and procedures to ensure accurate service delivery

• Resolved routine and complex customer enquiries while maintaining high service quality standards

• Participated in quality assurance activities and business improvement initiatives

• Supported vulnerable customers through specialized service channels and appropriate escalation processes

• Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
• Maintained a safe cabin environment by conducting pre-flight safety checks and adhering to FAA regulations.
• Handled medical emergencies calmly and competently following established protocols while liaising with the cockpit crew as needed.
• Enhanced passenger satisfaction by providing exceptional in-flight service and addressing individual needs.