Manager Customer

Sophia Daniel

** ********** ****, ********, ** L*T 1J6

Phone: 647-***-****

Email: *************@*******.***

OBJECTIVE

To secure a challenging position utilizing the abilities developed through my experience and education with the opportunity for professional growth

SKILLS SUMMARY

Supervisor and managerial experience.Superior organizational, analytical, decision-making and leadership skills.Exceptional communication skills (written, verbal and presentation).Excellent conflict resolution and interview skillsHonest and reliable team player, who is punctual and efficient.Personable and enthusiastic personality.

SKILLS AND EXPERIENCE

Success in defining and implementing vision and strategy.Experienced with call centre metrics and standards.Organized, participated, and ensured delivery of training programs.Established contribution goals and performance standards.Proven track record of working with others to improve customer experience while creating and de-cluttering processes and internal systems.Demonstrated expertise in establishing a rapport with irate clients by showing empathy and understanding for individual situation. Ability to adhere to corporate policies and procedures while delivering employee and customer satisfaction.

PROFESSIONAL EXPERIENCE

Alcohol Countermeasure Systems (ACS) - Toronto, ON 2011- Present

Call Centre Coordinator / Supervisor

Managed, supervised, and coordinated the day to day activity of the Call Centre.Supervised and organized up to 20 Call Centre Representatives and Team Leader.Coordinated with I.T. to launch a new call centre phone system.Drastically decreased internal errors by 38%.Introduced team meetings, reward programs, and random monitoring of communication.Introduced metrics, call quality, call monitor, and other necessary call centre standards.Recruited, coached, motivated, disciplined and/or rewarded employees.Conducted performance reviews, determine training needs, and coordinate accordingly.Handled escalated customer inquiries or complaints.Ensured compliance with policies, procedures, and regulations.

bmo bank of montreal - Toronto, ON

Mastercard Contact Centre Agent 2010-2011Responded to inbound customer inquiries, provided resolution or presented options to meet or exceed customer needs in a prompt and efficient manner.Proactively analyzed customer account profile and inform customer of additional products or services to provide additional value to their card product.Conducted financial transactions including balance transfers and fee reversals.Built, enhanced, and protected customer relationships through problem solving.

BMANX Direct Manager – Loans & MortgagesMentored/Coached new hires. 2000-2003Obtained ALD Qualification required for adjudicating lending products.Conducted credit application interview by using customer conversation skills to collect details that highlight client needs.Approved, declined, and negotiated applications with the effective use of the Bank’s automated lending decision-making system.Initially hired as Everyday Banking Agent, promoted due to voluntary internal courses, and keenness for eagerness to improve.

Toronto Dominion Bank - Toronto, ON 1995-2000

TD Insurance Admin. & TD Access Call Centre Assistant Manager

Prepared month-end reports for managers and helped to identify and resolve any problems that occurred.Review call centre team statistics and provide solutions to meet individual/team targets.Performed multi-function roles to meet department’s objectives.Initially hired as Typist, promoted several times due to speed, accuracy, and initiating new projects.

EDUCATION

Ryerson University - Toronto, ON 2007 - 2009

Advance Web Design & Development – Designation Obtained

St Joseph’s College School - Toronto, ON 1987 – 1992

Ontario Secondary School Diploma

HOBBIES AND INTERESTS

Music, movies, event-planning, web-designing, and traveling.

References Available Upon Request

Contact this candidate