Maggy Porporino-Wade

Operations Manager

Experienced leader, focused on teams. I am able to establish priorities, coordinate and engage team members to consistently meet and exceed results .

acvhpk@r.postjobfree.com

438-***-****

Montreal, Quebec

www.linkedin.com/in/maggypor

porinowade

Skills &

Competences

Team Leadership

Call Centre/Technical Helpdesk

Sales & Service

Process Improvement

Metrics & Reporting

Languages

Native or Bilingual

Upper-intermediate

Expert

English

French

Italian

Interests

Travel Reading Yoga

pottery

Professional Experience

12/2013 - 09/2015 Montreal, Toronto

Senior Manager - Consumer Client Care Wireless

Rogers Communications

Responsible for managing a team of 12 Team Managers, with 200 plus frontline sales and service agents Increased overall team engagement by 10% in the first year ( hosted quarter strategy sessions and frontline focus groups, coaching sessions and metrics reviews ) Brought team NPS ( Net Promoter scores ) into the double digits - highest performing team in Canada 02/2005 - 12/2013 Montreal, Edmonton, Calgary, Vancouver Operations Manager Wireline - Internet/TV/Home Phone TELUS

Various management roles including Training/ Loyalty/ Retention in 200 plus seat site Responsible for supporting 14 team managers in a unionized contact centre environment Mentored Team managers - 5 out of 6 promoted

Reduced employee attrition and increased engagement year over year 01/2004 - 02/2005 Montreal, Seattle

Site Manager Single Point of Contact Centre

Hewlett Packard ( Volt Sciences Consulting) - Contract Supported a team of 13 management direct reports in a 180 seat Level I and level II helpdesk Responsible for financials, work processes, and training as part of this mandate Gained respect with the customer and brought new business to Montreal 5/2003 - 01/2004 Montreal, London, Paris, Atlanta, Singapore Senior Manager Global Support Centre 24/7

Sita Inc - Montreal team, extensive travel required in this role Responsible for first level support, help desk, and NOC ( network operating staff) Reduced operating cost by 20% by reorganizing workforce schedules Implemented Quality program t0 monitor calls + trouble tickets ( Siebel 7 ) 5/2002 - 02/2003 Montreal,Quebec

Director Operations

Paysytems.com

Start up team - hired and trained team of over 50 technical support agents in 4 months Set up 1st and 2nd level merchant support process-web based platform Travelled to Germany to review agreements with Deutsche Bank 03/1989 - 12/2002 Montreal;, Toronto, Denver

Assistant Vice President, Customer Care

Citibank Canada - Diners Club International & Air Canada Worked for 13 years in various management roles /credit card and merchant acquiring divisions Implemented Citi-Quality using Six Sigma methodology - DMAIC Managed a budget of $11Million/various divisions and over 100 indirect reports Education / Certificates

Certificate in Management - Concordia University

Certificate in Human Resources - Concordia University

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