Laura Philandez

***-*** ******** ******

Toronto, Ontario

Cell: 647-***-****

abpwlj@r.postjobfree.com

A creative and resourceful customer service professional with progressive experience in helping business groups meet their technology needs. Reputation for building trusting relationships by consistently providing business solutions to meet client demands. Excellent communicator and a dependable individual who enjoys challenges independently and within a team oriented environment.

QUALIFICATIONS HIGHLIGHTSExcellent interpersonal and communication skills Consistently exceed management expectations by ensuring department service levels have been metStrong analytical and problem solving skillsProven ability to concurrently manage and prioritize various tasks and responsibilitiesResourceful and driven individual with a commitment to professional excellence

PLATFORMS / TOOLSWindows 9x/NT/2000/XP and LinuxMicrosoft Office XP and 2003, Remedy, UML 1.2 and MS Project 2003IEX Workforce Management System

PROFESSIONAL EXPERIENCE

Shaw Direct 2008 - 2011

Toronto, ON

Lead – Customer Care Support Representative

Acted as escalation point for customer services representatives (CSRs).Responsible for observing floor behaviours of CSRs to ensure adherence to company operating guidelines.Attended to and addressed floor conduct concerns and handled customer walk-ins.Provided back up support to supervisors and managers.Monitored queue activity, reporting on call drivers and impacting factors.Provided necessary coaching and training to new and existing employees ensuring departmental and individual goals were met on a daily basis.

Shaw Direct 2011 - 2012

Toronto, ON

SchedulerReview the current processes of scheduling and staffing and determine the potential opportunities of improved efficiency that includes schedule rotation, operation hours and staffing of agents for each shift.Use the IEX Workforce Management System scheduling software for the weekly staffing creation of all business and appropriate type of contacts (calls, faxes, emails).Use the required staffing and call center schedules for determining appropriate support to ensure meeting operational commitments.Prepare schedule and incorporate holiday patterns to ensure that holidays are effectively covered.Monitor and documents the quality of transactions; processed incoming and outgoing telephone calls, and provides continuous feedback to staff, and if necessary, escalated to appropriate supervisor.Develop relationships with stakeholders and customers/clients regarding customer service delivery issues and processes.

Shaw Direct 2006 - 2008

Toronto, ON

Customer Care Support Representative

Provided real time support to agents including handling escalation calls and quality coaching; escalation of call drivers to the appropriate supervisor and/or department. Mentored agents and provided necessary coaching and training to new and existing employees to ensure departmental and individual goals are met on a daily basis.Managed live KPIs to meet business targets and generated revenue by achieving monthly sales targets.Identified and recommended solutions for the improvement of overall operations, increased sales totals, minimized customer churn and improved customer satisfaction.Provided professional and knowledgeable service while delivering an exceptional customer experience.Processed customer requests for new services, changes in service, specialty services and equipment purchases.Resolved customer issues, reaching solutions that were mutually beneficial to customers and Shaw Direct.Reviewed, scored and provided detailed/professional feedback on recorded incoming customer calls.Maintained confidentiality of sensitive information at all times.Liaised with the workforce group in order to maximize call centre efficiency.Prepared statistical reports for management team.

Savoy Innovative Technologies 2005 - 2006

Toronto, ON

Business Analyst

Provided support for project approval requirements in alignment with project management gating processes.Performed gap analysis and built business flows of current and future states.Responsible for Business Requirements (BRD) and Statement of work (SOW) for implementing budgeting and forecasting; streamlined budgeting system for three medium size clients.Performed business process improvement for inventory control for logistic company, including integration reference models and roadmaps.Provided cross-departmental communications and subject matter expertise and leadership.Identified user problems/needs and recommended solutions to both technical and business audiences.

Columbia House

Toronto, ON 2003 - 2005

Team Lead

Responded to changes in call volumes and mitigated impacts by making skill set adjustments as required.Answered calls from employees, recorded absences, and escalated to appropriate teams.Maintained outage escalation processes, communicated outages to teams when they occurred and recorded activities in database.Monitored real-time activity of agents, ensuring maximum productivity.Assisted in developing process improvement initiatives and assisted in the improvement of customer service levels.Maintained intra-day reporting of queue and staffing levels to set distribution lists.Tested & monitored telephony systems, including Virtual Hold and IVR.

Rogers Communication / Shaw Cable Systems 1999 - 2003

Toronto, ON

Senior Technical Support Consultant

Provided quick and effective access to standard service requests via a separate channel with pre-defined approvals and qualification processes.Provided a control point where all requests could be monitored against their commitments to the end-user with pro-active notifications.Increased the level of control over standard requests which contributed to the reduction of the cost for these services to the company and customer.Tracked orders according to approved costs, and ensured on time delivery, expediting as required and controlled receipt verification process. Using Remedy, maintained and tracked orders to completion ensuring work orders were updated and all necessary information was captured.Provided technical telephone support for cable internet service.

EDUCATION & TRAINING

Management Trainee Course 1999 - 2000

CITC (Canadian Information Technology), Toronto, Ontario

Personal Support Worker Certificate/Health Care Aide Certificate 1995 - 1996

George Brown College, Toronto, Ontario

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