Customer Service Manager

Marie Diks

St. Catharines, ON

*********@*****.*** - 905-***-****

A successful business leader with excellent hands-on experience in performance improvement, project management, people development and revenue generation in multiple types of operations. Skilled in Operations, Account and Workforce Management with success in networking with public organizations and businesses to create successful partnerships. An assertive manager with outstanding interpersonal, communications, negotiation and people management skills. Willing to relocate: Anywhere

WORK EXPERIENCE

Training and Quality Manager

4Finance - St. Catharines, ON - February 2016 to Present Responsibilities

Leading planning/implementation of new initiatives for both new hire training, recurrent training Resolves or and takes action to assist in the resolve account issues using highest quality customer services standards. of conflicts within and between callers and internal functional areas. Actively managing the Quality & Training program for entire contact centre Tracks/Analyzes data and to develop methods to monitor improve overall call quality results. Manages various aspects of project budget and resource allocation. Facilitates the definition of customer requirements. Lead Partners with the Work Force Management team by developing staffing models based on the call forecast.

Work cross-functionally to solve problems and implement changes. Builds/ Manages strategic relationships with Call Center stakeholders to meet/exceed Client expectations. Build coalitions among the various stakeholders; negotiates authority to move the project forward. Consults and provides advice, facilitates discussion and resolves conflict; establishes trust; builds and uses cross-functional relationships to accomplish work objectives. Meets routine deadlines and work schedules as well as timely and accurate completion of special projects and any other duties as assigned.

Understanding, support, enforcement and compliance with all company policies, procedures and standards of business ethics and conduct.

Display a positive attitude as well as professional, polite, considerate and courteous conduct and treatment of others in the course of duties.

Client Experience Manager

Inspire Fundraising Solutions - St. Catharines, ON - August 2015 to January 2016 Responsibilities

Fundraising Firm– Not For Profit Clients – Managed a team of Client Experience Coordinators representing 5+ partners who outsourced outbound fundraising. Generated millions in funds for these organizations.

- Manage all aspects of the client relationship

- Responsible for meeting all client deliverables and exceeding expectations

- Guide the operations team with driving performance and quality

- Manage and drive internal communication between all team members

- Knowledgeable in all areas related to operations, client knowledge, marketing trends and best practices and other areas affecting client’s business

- Support the quality processes driving continuous quality improvements

- Create a variety of engagement initiatives to help surprise and delight members of our team and clients

- Train and develop agents and other management members to be client ambassadors

- Drive building and maintaining company culture

Contact Centre Account Manager

Teleperformance Portugal - Lisboa - May 2014 to August 2015

- Lisbon, Portugal May 2014 to August 2015

OUTSOURCING/OFFSHORING COMPANY - Travel and Tourism Client - Managed German, Spanish and Italian Service and Sales. Portfolio consisting of 10 lines of business, on and off line support; multilingual accounts

•Manage the Contact Center Operation and being responsible for strategic decision-making;

•Defining and implementing action plans to achieve the expected results, working as a focal point between the client and Teleperformance’s internal departments;

•Driving the P&L;

•Driving the operational results (SLAs and KPIs);

•Driving the team (Assistant Call Center Manager, First Line Managers, and Customer Service Representatives) to deliver a service of excellence. Account Manager

Transcom North America - St. Catharines, ON - January 2013 to May 2014 OUTSOURCING/OFFSHORING COMPANY - Food Service Client - Managed entire Canadian Portfolio consisting of 15 lines of business, on and off line support; multilingual accounts

- Manage all aspects of the client relationship

- Responsible for meeting all client deliverables and exceeding expectations

- Guide the operations team with driving performance and quality

- Manage and drive internal communication between all team members

- Knowledgeable in all areas related to operations, client knowledge, marketing trends and best practices and other areas affecting client’s business

- Support the quality processes driving continuous quality improvements

- Create a variety of engagement initiatives to help surprise and delight members of our team and clients

- Train and develop agents and other management members to be client ambassadors

- Drive building and maintaining company culture

Client Relationship Account Manager

Empathica Inc - Mississauga, ON - April 2012 to January 2013 SOCIAL CUSTOMER EXPERIENCE MANAGEMENT FIRM - Multiple Clients including Yum International, Esso, and Hyundai - Managed multiple CRM clients and provided consultative support to improve profitability by focusing on the customer experience; was responsible for all Tier One Accounts Relationship Building – Ensure the good reputation of Empathica is maintained with clients; promote a positive working attitude within the account team.

Analytical thinking – interpretation of data and application of themes to the client’s business Client Communications – Project reporting and executive presentations; ongoing account dialogue to drive the use of, and loyalty to, the Empathica system.

Customer Support – Ensure that all client and customer issues are resolved in an expedient and satisfactory manner.

Project Management – identification, estimation and prioritization of tasks required to deliver first class customer service.

Team Leadership – Ensure that all tasks are allocated to appropriate team members; ensure that all tasks are completed to standard, on time, to enable full customer support. System Functionality – Ensure the system meets or exceeds all operating and functional standards; ensure the system achieves the client’s business objectives. Supplier Management – Ensure that internal and external suppliers are managed to enable full project delivery Account Manager

Aditya Birla Minacs - Mississauga, ON - August 2011 to April 2012

- Mississauga, Ontario, Canada (Now Minacs Group) August 2011 - April 2012

OUTSOURCING/OFFSHORING COMPANY - Automotive, Internet, Telecommunications and Government Contracts - Multiple sites handling all levels of Customer Service Core Responsibilities

● Responsible for "Multiple Line of Business" contracts

● Maintains regular and consistent contact with key Client representatives (VP, Directors, Project Managers, Purchasers, Marketing, Line of Business (LOB) owners)

● Maintain a proactive, mutually satisfactory relationship between contracted or prospective Clients, focusing on stability, growth and longevity.

● Collaborate, Contribute and assist with RFP's and RFP responses.

● Serves as single point of contact with the Client on all escalated issues

● Co-ordinates all changes to SOW/SLA/Contract and ensures that they are documented, communicated and implemented as required

● Liaises with and funnels information to functional departments on Client progress

● Actively involved in cost reduction through operational and technical solutions

● Analyzes and assesses business growth drivers and profit leverage points

● Know and understand the Client's business and business challenges. Work to develop strategy to resolve problems that equate to additional business

● Facilitate regular and consistent (Monthly, Quarterly, Yearly) performance analysis and strategic review meetings with Client

● Work with single Client or group of Clients to identify growth and business development opportunities within the account or accounts

● Quote on new and expanding business opportunities

● Support Project and Process Implementation by attending meetings and providing Client subject matter expertise

● Gather initial Client-related information (training, performance objectives, contract info) Contact Centre Operations/Program Manager

Aditya Birla Minacs - Hamilton and Mississauga - Mississauga, ON - April 2007 to August 2011 OUTSOURCING/OFFSHORING COMPANY - Automotive, Internet and Telecommunications Client - Managed internal and external stakeholders in all lines of business for all North American sector in both English, French and Spanish; including Concierge Program, Regional Consumer Affairs Specialists, Dispute Resolution Team Support, Parts and Warranty Teams, Correspondence and Inbound Support both in Canada and the Philippines.

Ensures operations delivery of client requirements as per contractual agreement

Directs and monitors adequate staffing levels to meet quality and budget standards

Assists in defining and establishing ongoing performance measures for centre personnel

Meets shrinkage and budgetary requirements for staffing and expenditures

Assists Director to establish centre budgets

Liaise with client regarding day-to-day center activities

Promotes positive employee relations

Monitors client expectations and insures effective communications to centre employees

Identifies performance and expectation gaps and facilitates resolution

Assists Client Services support to identify possible new business opportunities

Identifies operating opportunities for continuous improvement and efficiencies

Insures maintenance of standards and objectives related to ISO/COPC compliance Operations Manager

SITEL Corporation - St. Catharines, ON - April 2006 to April 2007

- St. Catharines, Ontario, Canada April 2006 to April 2007

OUTSOURCING/OFFSHORING COMPANY - Telecommunications Client - Handling billing concerns and sales for all existing customers

Core Responsibilities

● Ensure operations delivery of client requirements as per contractual agreement

● Direct and monitor adequate staffing levels to meet quality and budget standards

● Assist in defining and establishing ongoing performance measures for centre personnel

● Meet shrinkage and budgetary requirements for staffing and expenditures

● Complete and Present Yearly, Quarterly and Monthly Reviews to Executive Staff (internal and external stakeholders)

● Monitors client expectations and ensures effective communications to centre employees

● Identifies operating opportunities for continuous improvement and efficiencies

● Insures maintenance of standards and objectives related to ISO/COPC compliance

● Manages, develops and evaluates production staff to ensure proper methods/techniques are used to achieve the highest levels of quality and service to meet the needs of the market.

● Reviews statistical data regarding productivity levels and performance; makes recommendations and takes actions where appropriate.

Contact Centre Workforce Management Analyst

SITEL Corporation - St. Catharines, ON - August 2005 to April 2006 Core Responsibilities

● Responsible for data entry, maintenance and reporting of the workforce management database as well as monitoring network performance on a real time basis and making necessary adjustments to staffing and communicating changes and updates to operations and support groups

● Analyzing historical data and volume projections: monitors and adjusts IEX to maximize resource utilization

● Monitoring scheduling forecast compared to actual volume and making necessary adjustments throughout the day as required

EDUCATION

Six Sigma Master Black Belt Certification

ExpertRating

2016 to 2016

Excel Certification

Institute of Technology 1337

2016 to 2016

PMP Project Management

Skill Success

2016 to 2016

Bachelor of Arts in Sociology

Lakehead University - Thunder Bay, ON

1999

LINKS

https://ca.linkedin.com/in/mariediks

ADDITIONAL INFORMATION

SPECIALTIES & SKILLS

Contact Centre Client Services; Operations Management; Project Management; Talent Development; Managing Key call center metrics (KPIs) and the relationship between key metrics; Sales and Business Development; Customer Experience Management and Root Cause Analysis. Develop, create and manage best practices and processes; Build and nurture client, customer and employee relationships. SKILLS

● Bilingual English and Spanish

● Computer literate with knowledge of Word, PowerPoint, Excel, Avaya, CMS, Siebel, IEX (Totalview), ATG and Outlook

Contact this candidate