Customer Service Training

Holly Veenhof

*** ********* ****** 519-***-****

London, Ontario N6C 2B3 ca.linkedin.com/in/hollyveenhof ********@*****.***

Profile

An accomplished Customer Service professional with more than 18 years of experience in supervisory and front-line service roles. Enjoys working in and creating a positive environment where proven motivational, diplomatic and organizational skills have successfully improved the results of the organization. Understands the importance of delivering dynamic, precise and innovative service within a diverse team in a very busy and demanding workplace.

Customer Focus and Quality Service:

Developed area policies and procedures related to Customer Service during and after ramp up of the Centre and monitored compliance. Ensured strict procedural compliance was achieved in concert with high productivity results by tracking Quality Assurance and performance metrics.

Acted as a point of contact for escalated customer and territory issues, monitored the Lifetouch Canada National Facebook Page.

Liaised with client via email, phone, conference calls and personal contact to ensure understanding and focus through all project stages.

Successfully assisted customers by phone with computer and internet related technical support issues.

Routinely involved in focus groups, up training and self-improvement projects.

Consistently met or exceeded customer service and Centre goals, recognizing the importance of speed, precision and quality to the customer, company and client.

Administrative and Operations:

Reporting directly to the Operations Manager, responsible for overseeing a Contact Centre with 20 full time and seasonal staff. Responsibilities included recruiting, hiring, payroll, training, scheduling, quality monitoring and daily supervision.

Developed and maintained multiple spreadsheets and trackers through Word, Excel and Google Docs, assuring accuracy and completeness of data.

Utilized Kronos to adjust and monitor schedules of customer service representatives. Balanced workload to business volumes ensuring optimal use of resources.

Collaborated with the lab, territories and Winnipeg Operations Centre to establish consistent working practices, aimed at consolidating policies and procedures.

Team Supervision and Coaching:

Directly responsible for motivating, coaching and counselling all staff to achieve and maintain outstanding customer service and goal objectives during very demanding, high volumes of customer contact.

Conducted multiple team building and up-training sessions designed to motivate and encourage each employee to strive for success. Promoted to responsibility of managing up to 30 agents in an ever changing call centre environment, focused on the success of each individual through training, coaching and counselling.

Involved in ramping up of a new project and client, successfully managing team through the challenging transition.

Work Experience

Lifetouch Canada, London Operations Centre 2008-2014

Operations Supervisor- Customer Service

TeleTech Inc. London, Ontario 2000-2008

Operations Supervisor- Customer Service 2003-2008

Technical Support Agent 2000-2003

Education

Fanshawe College, London, Ontario

Certificate- Computer Systems Support Parts 1 and 2

Diploma- Social Service Worker and Behavioral Science

Professional Development

Training:

Leadership Institute-Development First, Strategies for Self-Development

Leaders and Readers Book Study

Fresh Leadership Certificate

E-learning courses- Leadership Essentials, Motivating and Optimizing Performance

Supervisor Certificate 1 and 2

Labour Relations Training

DDI Interview Certificate

QA Certification

WHMIS

WSIB Certification

PCI Compliance Training

Technical Skills

MS Office, Google Docs, email, Contact Center Management, Workforce Management and numerous other in-house software programs. Comfortable with computer hardware and basic networking.

Contact this candidate