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Customer Service Manager

Vancouver, British Columbia, Canada
August 15, 2018

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Mohamed Alidina 604-***-****

Client Services Manager

Driving continuous growth, business process improvement and customer service excellence

Customer Solutions Professional / Result-driven Manager with 14 years’ track record of accomplishments in support centre operations, business-to-business transactions management and team leadership. Experience collaborating with global teams to provide training and forecasting for support centers - successfully deployed multi-million-dollar CRM tools, phone systems and scheduling tools to management groups and employees.

Offer a heightened sense of responsibility and awareness of the importance of providing quality work and professional customer service based on high standards, SLA and client satisfaction. Confident and effective communicator in French and English demonstrated through coaching, leadership and reporting.

Core Competencies

People Leadership - Hiring, Training & Coaching Customer Satisfaction Enhancement

Workforce Management Software Project Management

Front-end Supervision Technical Training

Service Level Management Scheduling & Forecasting

Professional Experience

PayPal Canada (Acquirer of TIO Networks in 2017) – Vancouver, BC 2016-2018

Supervisor Customer Solutions

Monitored all call center metrics results for offshore call centres in Mexico and Philippines.

Collaborated with the support team to produce training materials for knowledge transfer, coordinating telephony changes, and appropriate resourcing for both offshore and in-house contact centres.

Reported daily, weekly and monthly results to senior leadership team using Power BI and Salesforce.

Established an effective and repeatable approach to consolidating support resources and creating strong shared-services.

Developed and presented scheduling proposals globally, mediated terms and established schedules; constantly analyzing results and adjusting strategies.

Worked with various support teams (customer service, technical support, dealer support) to implement process/tool efficiencies and improvements as well as change management initiatives.

Analyzed trends to determine optimal resource management for both in-house and offshore support resources.

Partnered with the offshore call center to ensure productivity efficiency and excellent customer service.

Developed a customer satisfaction (CSAT) survey to measure the alignment between product or service and customer's expectations.

Successfully created and implemented a call monitoring form and goals for the offshore call center to evaluate the quality of service provided by all CSR.

SOPHOS – Vancouver, BC 2014-2015

Senior Resource Manager

Spearheaded processes for resource management to deliver efficient resourcing and drive customer satisfaction.

Analyzed data using Salesforce and Sophtrac to predict call volume and plan strategy for appropriate staffing requirements while balancing productivity with customer experience.

Reviewed staffing levels real time and perform short-term adjustments.

Collaborated with team leaders to understand and plan growth and future resource allocation strategies.

Led the deployment of Aspect Unified IP to all call centers in the US, Canada, Philippines, Australia and UK, to enable call volume sharing between centers, worth $12M; worked with 25 people to develop a strategy for a best-in-class resource planning operation.

Created an automated system of scheduling and time-off request for the Vancouver office.

Bell Canada – Montreal, QC 2001-2014

Project Manager, DSL & IPTV Test Center 2014

Enabled managers to coach the effective use of productive applications.

Minimized use of non-job-related applications like the Internet.

Deployed VERINT (Video and Audio Call Recording System) worth $8M with a team of 15 people.

Operational Manager, DSL & IPTV Test Center 2011-2014

Managed a team of 25 Customer Service Representatives from diverse backgrounds.

Supervised quality and time of calls including random monitoring to ensure compliance with company’s standards.

Determined and shared call centre and customer service targets.

Coached and motivating people during weekly meetings (1X1), providing performance feedback; recognized productivity efforts and successes.

Managed information and statistics.

Informed staff of legislation, new working practices and technological changes

Analyzed staff turnover, absenteeism and overtime.

Attended weekly meeting to review progress and discuss challenges and solutions.

Increased customer loyalty with a stable customer subscription.

Achieved overall increase in quality and efficiency - boosted team performance by an average of 8% in 2013 and 2014.

Won 2 Quarterly Awards and a trip to Punta Cana based on outstanding performance.

Workforce Manager & Project Manager, DSL & IPTV Test Center 2008-2011

Created schedules for the call center.

Monitored and analyzed call center trends and agent resources.

Managed real time capacity regarding agent activities; coordinated training and meeting activities with supervisors in other centers.

Generated daily agent reports to help in the managing of agent’s daily activities using Symposiums.

Approved time-off request as well as shift swaps and coverage based on the call center forecast.

Collaborated with Forecasting and scheduling teams to align schedules and forecast with business needs and union standards.

Deployed SYMSPOSIUM telephone system worth $8M with a team of 10 employees.

Deployed IEX scheduling tool worth $5M with a team of 15 employees.

Deployed ACTION (scheduling tool) worth $8M with a team of 10 people.

Received the BRAVO Price awarded by VP of the support group.

Workforce Analyst, DSL Center 2005-2008

Created, updated and adjusted schedule on monthly, weekly, daily basis.

Supported management by real-time monitoring, analysis and evaluation of the performance condition of the contact center.

Administered planning as well as overtime and down staffing (under timing) processes.

Previous roles at Bell Canada: Call Center Representative 2001-2005


Applied Project Management, Langara 2018

Bachelor’s Degree in Program Analysis, Institut Demers 2001

Technical Skills

Microsoft Office tools (Power BI, MS Project, Excel, PowerPoint, Word)

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