call centre, contact centre, customer service, manager, director, executive
Contact Information
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PROFILE
An accomplished, results-driven leader with a solid background in customer service and call centre management. Proven track record of mobilizing teams to consistently meet service level targets and business objectives. A team player with the ability to build solid working relationships with colleagues at all levels within the organization.
HIGHLIGHTS OF QUALIFICATIONS
15 years experience in all facets of call centre operations, from staffing and scheduling to forecasting and reporting
Exceptional knowledge and understanding of call centre systems, metrics and tools, including AVAYA, Witness, Eworkforce Management, Cisco and Prairie Fyre, as well as web based systems such as Google Analytics, Web Trends, comScore
Experienced in building a call centre from the ground up as well as integrating call centre operations as a result of company mergers
Strong technical, analytical and problem-solving skills
Solid managerial skills with the ability to coach, motivate and develop staff
Managed a 24/7 Contact centre with a 0% turnover for a period of two years
Fluent in English, French and Arabic with a good understanding of Italian
Proficient in Microsoft Office Products
Held progressively more senior positions and consistently assigned additional responsibility
PROFESSIONAL EXPERIENCE
AdMeld (Startup company) New York (Contract) 2008 2009
Consultant
Established the initial requirements to create reporting tools
Created a process flow to resolve customer issues
Worked closely with the Engineering Team to create a web based reporting module
Established the initial Quality Assurance process
JumpTV (Startup company) Toronto, Ontario 2006 2008
Head of Customer Retention and Operational Reporting (started as Director, Call Centre)
Created a Customer service/Call Centre Department (Subscriber Satisfaction/Customer retention)
Managed a Customer retention team
Lead the integration of the customer service function as a result of a new company acquisition
Implemented a rotating schedule to ensure 24/7 coverage
Monitored and reviewed quality and productivity
Developed procedures and processes for issue resolution
Liaised with internal departments to improve communication
Implemented new systems to increase productivity and efficiency
Implemented new ways to assist customers in a quick and easy manner, such as FAQ and suggested website improvement based on feedback
Prepared daily, weekly, monthly and ad-hoc reporting and analysis
Prepared reports, including charts and graphs, and presented recommendations for action plans to management
Provided Key Metric reporting and customer insight analysis for the Sales and Distribution teams
Implemented and tested systems to ensure reporting accuracy
Analyzed trends and provided feedback/recommendation to various departments.
Liberty Health/Maritime Life/Manulife Financial, Markham, Ontario 2000 2005
Call Centre Manager, Integration Team 2004 2005
Successfully managed the integration and transition of two call centres relocated the functions of 90 employees to a third, out-of-province location. Reviewed and implemented various processes to align the call centre operations with the rest of the company.
Managed and represented the call centre during the integration of the Claims, Enrollment, Finance and Underwriting departments.
Core member of the Telephony Selection Team reviewed and assessed various systems.
Lead the Call Centre Disaster Recovery Plan Project.
Implemented processes and ensured call centre and web site compliance for Privacy and Confidentiality legislation.
Commended by senior management for the creation and implementation of call centre metrics that resulted in increased productivity and higher service levels.
Call Centre Manager and Operations 2002 2005
Managed the Call Centre Operations and team of Customer Service Representatives, as well as the Training and Claims Adjustment Departments.
Responsible for the hiring, development and performance management of customer service representatives, team leaders, business analysts and training staff.
Credited with increasing employee morale and building a sense of teamwork.
Developed performance standards to increase productivity and customer satisfaction. Utilized Quality Monitoring techniques and analyzed supporting data to increase productivity, enhance customer service and achieve operational efficiencies.
Coached, mentored and developed managers and staff to achieve high performance standards. Increased daily service level average from 28% to 78%.
Oversaw a budget of $1.5 million.
Worked closely with peers and other service center groups to effect changes and enhancements in a seamless manner and to ensure consistency of messages across all teams.
Operations Manager 2001 2002
Conducted accurate forecasting, scheduling, budgeting and reporting to increase overall operating efficiencies and meet service level targets and quality goals. Analyzed and implemented programs to determine improvement opportunities that supported company objectives.
Analyzed and designed call flows based on call centre needs.
Designed and implemented auto attendant and Interactive Voice Response (IVR) solutions based on business priorities, in conjunction with IT/Telecom.
Created a scheduling tool that resulted in improved service levels.
Provided in-depth daily, weekly and monthly analysis of call centre results to senior management.
Manulife Insurance Co., Toronto, Ontario 1998 2000
Bilingual Customer Service Representative Call Centre
Leons Furniture, Toronto, Ontario 1995 1998
Customer Service Manager
Managed the customer service department, including the hiring, coaching, training and discipline of seven employees.
Established solid working relationships with manufacturers and vendors.
PROFESSIONAL DEVELOPMENT
AVAYA Administrator and Operator
Eworkforce Management Administrator and Operator
Witness Operator
Quality Service Skills and Quality Service Skills Coaching
