Customer Service Manager
Resume:
SUMMARY
Over ** years' experience in customer service (front line to QA)l. Identifying inconsistencies, analysis of complex problems, systemic solution development Experience managing quality of service to top financial institutions and energy providers Manager coaching to connect procedural details to their effects on the larger business Personable and direct training and style, performance improvement for front line operators Champion of building a culture of positive reinforcement with targeted and personalized improvement
EXPERIENCE
Parking Enforcement Officer
Richmond hill, Ontario
CIty of Richmond hill/ Apr 2016 to Dec 2016
Responsible for ticketing/issue warnings and/or towing illegally parked vehicles. The officers are also required to attend/investigate parking complaints that are received from the public and take appropriate action.
Prepare and maintain required records, including logs of parking enforcement activities, and records of contested infractions.
Appear in court at hearings regarding contested traffic citations. Bilingual Quality Assurance Coordinator/Auditor (promotion) Toronto, Ontario
Tyco Intergrated fire and security/ Jun 2014 to May 2016 Analysis of legacy processes geared toward improving customer and operator experience; drafted QA policies and procedures and analyzed data to identify areas for improvement Developed preventive actions by identifying training needs; part of Cross Monitoring Operations Standard Team; lowest scoring center in North America made into one of the best.
Audited over 200 calls per week from 8 different departments from in/outbound teams on two different platforms.
Full scope of account service: building and retaining accounts by creating special instructions, testing and troubleshooting with clients to ensure optimized service Apprentice (part-time)
Toronto, Ontario
Renovate/ Jun 2012 to Current
Worked with a General Contractor part time for 5 years on projects that included: Renovations: Bathrooms, Decks, Kitchens, Sale centers, Airport, restaurants. Tools trained with:
Saws: Table, Jigger, Circular, Band, Compound
Drills: Hammer, Impact, Compact
Sanders: Belt, Disc, Orbit, Sheet, Angle grinder, Planer Nail gun, Tile cuter, Router
Bilingual CC3 Customer service agent
Toronto, Ontario
Tyco IFS/ Apr 2011 to Jun 2014
System Monitoring: Monitor alarms (Access & CCTV)
Provide support to Installation/Service technicians to troubleshoot issues Complete internal investigations for service tickets and investigate card access and passcode S .
Kris Stefani
kristoffer.stefani@gmail.
com
4-441 Kingston Road
Toronto, ON
issues.
Monitor CCTV system by performing periodic audit of site cameras Provide support to other CMC teams (Toronto/Montreal/Kansas/Aurora) Provide training to new associates
Security Supervisor
Toronto, Ontario
Primary Response/ Feb 2008 to Apr 2011
Vulnerabilities detection for high profile customers Performed audits of 250 security sites Managed quality of service and performance of site guards
Security portfolio included static and dynamic surveillance, fire alarms, enforcement of the Canadian Criminal Code and Trespass Act; distinguishing criminal character traits, anticipating and diffusing problem situations.
EDUCATION
Public and Private
Sheridan College
Oakville, ON, Canada
Social Sciences
Dawson College
Montreal, QC, Canada
Rosemere High school
Rosemere, QC, Canada
SKILLS
MS Office, Power Point, Excel, Sedona, Manitou, Nice, Mastermind (DOS program), March Networks, Remote link, Audio log, LMS, Indigo Vision, ISL, Bold Investigator
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