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Customer Service Supervisor

Vaughan, Ontario, Canada
February 16, 2018

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Mobile 407-***-****


Fabian Quevedo


I seek to work for a successful company that has strong leadership and vision, whom recognizes and rewards performers as well as be able to utilize my management, supervision and administrative skills to benefit mutual growth and success.


Problem solving oriented, able to co-ordinate the analysis and production of a development team

Interpersonal and negotiation skills involving innovative thinking

Highly enthusiastic, team player with strong leadership and conflict resolution skills

Years of experience in a call center environment with exposure to workforce planning, manager role and new recruit trainer

Previous international experience in an Intraday Analyst contact center and training environment

Able to direct workforce to accomplish objectives involving new ideas and improvements while making strategic recommendations

Excellent business ethics with clear understanding of workforce and management principles

Strong PC skills with proficiency in Windows, HubSpot and Salesforce software, AS/400, Microsoft office; Word, Power Point, Excel, Outlook, Aspect eWFM as well as in and outbound dialer (Avaya, Cisco and telephone application)

Willingness to travel and work flexible/extended hours

Excellent ability to plan, organize, prioritize work and meet time deadlines of clients while keeping customer satisfaction at the highest level possible

Well-organized, efficient multi-tasker who is self-motivated and a quick learner

Excellent interpersonal verbal and written communication skills “English and Spanish”

Ability to work with minimal supervision, independently or as part of a team


Golf Town Canada - Vaughan, ON March/17 – Feb/18

Customer Service-Phone/Email E-commerce Inquiries

Respond to incoming calls and email communications from Ecommerce customers with skill and ability to explain the most complex matters to ensure customer satisfaction and retention

Demonstrated the ability to negotiate skillfully, even in challenging situations while seeking a balance between clients and business needs

Communicate with internal teams as needed (i.e. Merchandising, Shipping and Accounting)

Met and exceeded quality standards set by management consistently

Prioritize daily work load ensuring customer issues are being addressed efficiently and in a timely manner

Handle the daily fulfillment of gift card orders purchased by customers through the web

Kubra/CDS Global - Markham, ON Jan/15 – Present

Customer Care Team Leader and Billing Specialist

Train team members and reviewing their performance from time to time

Take call if needed and be available when an agent appears to need assistance

Perform day to day financial transactions and verify billing accounts to ensure that all payments are accounted for and properly posted

Provide excellent customer service and assist clients in either English or Spanish language to process their payments from different utilities companies trough out US and Canada

IQor Canada Ltd – North York Sep/16 – Feb/17

Outbound Operations Call Canter Manager

Great Motivator and constantly creating energy on the floor.

Directly supervises a Sales team of Call Center agents.

Conducts team training and supervises new or current associates.

Relay attendance issues or behavioral issues to the management daily, including completion and delivery of documentation placement in the agent’s files.

Participates in the interviewing process and makes hiring recommendations

Managing staff to budgeted headcount and driving Sales performance as per provided KPA’s.

Utilizes reporting to manage improvements in individual, team and queue performance

Ability to Identify and address any training or performance deficiencies.

Meet performance standards and targets as per the client SOW or SLA’s.

Monitor calls and provide agents with feedback and create developmental plans.

Conduct floor support and transition new hires on to the floor.

Work in accordance with the client and internal partners.

Supports and communicates sales targets, business goals, quality standards, processes and procedures and policies

Bank of Montreal - Meadowvale, ON March/11 – April/14

Customer Care Financial Representative

Build, enhance and protected customer relationships through listening, problem solving and recommending products

Proactively identified sales opportunities, including cross-selling opportunities to other groups within BMO

Met and exceeded monthly targets on Sales Mix Scores (SMS), Net Promoter Scores (NPS) and Call per Hour (CPH)

Just Energy Corporation - Mississauga, ON Nov/09 – March/11

Call Center Supervisor

Monitored work flow; customer contacts, managed schedules and statistical data by using Aspect eWFM, Excel, Blue Pumpkin

Kept track of attendance, daily statistics, paid time off, sick time, etc

Administer training programs for new hires and existing staff

Performed at least one monitoring evaluation with each agent every two weeks

Provided new and existing customers with information on how they will benefit from products and services of Independent Marketer for gas and electricity

Answered customer inquiries and retain clients using features and benefits as well as retention offers in both English and Spanish Queue


June/08 – Nov/08 Canadian Business College Scarborough, ON

Business Management

April/88 – Feb/91 Technical Institute Simon Bolivar Guayaquil, EC

High School Diploma; Major course, Electronics


Available upon request

Contact this candidate