Manager Customer Service

OBJECTIVE: To obtain a full time leadership role where I can pursue my innovative

knowledge in an environment which provides high quality performance and challenges .

HIGHLIGHT OF QUALIFICATIONS AND COMPETENCIES:

5+ years in leading and managing a team

Superior communication skills (listening/verbal/written) and interpersonal skills

Demonstrated detailed understanding of relevant products & services and regularly explains and/or delivers the products and services.

Experienced in demonstrating consulting skills, including facilitation and coaching

Ability to work effectively under minimal supervision, within an environment of constant change and tight deadlines.

Proven ability to excel in any given task

Maintain effective relationship with external clients

Creating different type of trackers for use for coaching and team management

In depth use of Microsoft Office and CRM

JOB EXPERIENCE:

Reliance Home Comfort Mar 2012 – June 2016

Supervisor

Presented and prepared agents of upcoming promotions prior to release date

Handled escalation calls and provided feedback per customers to head manager for company improvement

Monitored sales on a daily, weekly and monthly basis to ensure targets are met

Placed follow up calls to customers and technicians to ensure all requirements are met prior to proceeding with installation

Reviewed and updated internal processes based on agents’ feedback

Coached CSRs through one on ones and side by sides on a daily basis to provide performance feedback and develop action plans to meet all performance targets and remove barriers

Supported CSRs individually in developing their own career path

Performed quality listening on CSRs’ calls daily to assess customer experience and CSR performance, as well as identified customer irritants and trends

Attended meetings to ensure consistency in quality listening across the department

Capital One Jan 2010 – Feb 2012

Assistant Manager

Worked with General Manager continuously for team advancement

Ensured the floor adhered to audit procedures

Led departmental initiative programs as required to recognize individuals with good stats

Researched ways to improve performance through training materials and coaching tools

Provided ongoing floor support daily to CSRs to assist with product and process knowledge and to identify issues

Represented call centre team at inter departmental meetings

Audited agents' calls, attendance and marketing campaigns

Demonstrated a positive approach to ensure the team is confident to learn and grow

ROGERS COMMUNICATIONS Jul 2009 – Dec 2009

Customer Care & Sales

Managed customers’ concerns with their wireless and cable needs and inquiries

Fixed customers’ background issues and performed callbacks

Received top AHT and ACW scores in team

Exceeded quality target and utilized coach back for improvement

Received internal communication and data entry award

Used Microsoft Office for internal communications

Built rapport and probed questions with customers

Recommended/sold Rogers services to customers based on their needs

EDUCATION AND CERTIFICATIONS:

Obtained OSSD from West Hill Collegiate Institute

Seneca Business Graduate

Certified Gas Fitter G3

Certified user of Gastite

Reference Available upon Request

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