Customer Service Manager

Jorge Plaza

** ******* ****** ***. #**** Toronto, ON. M6B-1K2

Email: **************@*****.**

Tel: 647-***-****

PROFILE: Performance-driven, insightful, dedicated Manager/Supervisor/Customer Service with a proven ability to achieve and exceed business-development and revenue-generation goals in high-pressure environments.

• Skilled at building and developing long term relationships with both internal and external customers by focusing on the company's goals and values.

•Comprehensive knowledge and experience in the collection of accounts receivable.

•Proven leadership and team-building skills, coupled with the ability to train teams in managing customer relationships.

•Results-oriented expertise that complements the ability to set and over-achieve targeted revenues and cost initiatives.

•Understanding of Call Centre best practices, methodologies and technology

•Strong team work management and development

•Results oriented: proven track record of generating results

•Analytic thinking, high level of preciseness and ability to concentrate

•Ability to work with and without authority

•Excellent planning, organizing and communication skills

•High degree of integrity to support the customer and the Company

•Excellent business acumen, for analyzing metrics and KPI’s, ability to process information and react quickly

•Proven ability to develop and coach agents

•Initiative and high level of responsibility

•Excellent English language skills with Spanish

PROFESSIONAL EXPERIENCE

MoneyKey –Toronto, ON 2016-Present

Operations Supervisor-Quality Assurance

Leading teams within the contact center to ensure that we deliver outstanding service to Moneykey customers in an efficient, compliant manner

With the support of the Team Leads, oversees the day-to-day operation of the Contact Center team, setting targets, monitoring individual performance and team productivity, and solving issues as they arise

Establish and sustain customer confidence in the services offered by the Company

Cultivate an environment that supports high performance and career growth

Ensuring the Operations Team is practicing and guided by the MoneyKey manual and core values in all interactions with customers and colleagues

Coaching employees and developing individual and team performance metrics directing quality of work and on the job behavior

Responsible for daily, weekly and monthly reporting on productivity and KPIs for the team

Managing call flow and agent productivity with call center phone system

With the support of Team Leads, managing the performance of the Operations Team, conducting performance evaluations, setting goals and targets (individual and team)

Documenting team meetings and personnel developmental sessions

Managing the recruitment needs for the team, forecasting headcount for upcoming quarters and working with the Human Resources team to recruit for new talent

Ensuring new hires are well prepared and integrated in the team effectively

Monitoring internal and external systems for status and optimal performance, ensuring trouble support tickets are submitted as errors arise and following up on tickets to ensure resolution

Managing employees time off requests and schedules through ADP Workforce Now

Creating and managing employee schedules

Key accomplishments:

Developed QA team and procedure for loan and applications including call auditing’s

Implemented new policies and procedures, conducting regular audits to ensure compliance with all existing policies and procedures

Processed and reported daily wires and ACH deposits and withdrawals

4Finance –Oakville, ON 2014-2016

Supervisor Customer Care

Key Accountabilities:

Developed and deployed dynamic operational processes and procedures and ensured that efficiencies are maximized to maintain a balance between the quality of service offered and the profitability of the organization

Implemented sales (loan origination) strategies to exceed the monthly/ annual expectations

Performed consultative sales coaching and training

Created and implemented the use of effective sales scripts

Monitor employee call quality on a regular basis to identify opportunities and improve overall customer experience

Process mapping of the Sales area to identify risks and opportunities

Provides feedback in order to improve the customer experience and the overall sales process

Assisted in the development of documentation of training material

Responsible for employee adherence to company's policies and procedures

Provided on-going coaching to employees; meet weekly with each staff member to discuss performance

Hire new staff and coordinate on-boarding of new employees

Process owner (i.e., systems, production, evaluation, etc.)

Coordinate on-boarding of new employees

Working with the Manager, Training & Quality, oversee new hire and on-going employee development to support continuous improvement

Ensure targets are met; anticipate risks and develop strategies to mitigate these risks

Ensure the Customer Service group is kept current of new initiatives

Conduct semi-annual and annual performance reviews of employees

Partner with internal groups (Marketing, Risk, Finance, Collections, HR, Compliance) in order to understand business requirements and determine how Customer Care can be utilized to support strategies that will improve business results

Collaborate with the management team

Enforce compliance through regular training and update of knowledge

Manage, support and guide direct reports

Performed other duties and responsibilities as required

Meating on Queen – Toronto, ON 2008-2014

Store Manager/Entrepreneur

Successfully managed the growth of the business including day-to-day operations and supervised over 12 employees.

Responsible for the grand opening of the store, employee recruitment and training, sourcing, inventory management and merchandising of products.

Key accomplishments:

•Collaborated on developing a comprehensive marketing strategy, including a professional website, social networking such as twitter and Facebook and google plus

•Developed internal policies and procedures, created production processes, managed vendor sourcing and relations

•Oversaw entire order fulfillment process, delivery logistics, invoicing and billing

•Mentioned as one of the best shops in Toronto by New York Daily Newspaper, Toronto Star, Sun TV, Come Dine with me Canada TV Show

•Rated twice in” Toronto Life Magazine” as top 10 meat shops in Toronto

Rentcash Inc. (The Cash Store) – Toronto, ON 2005-2008 Branch Manager/ Senior Teller

Manage outstanding customer accounts, ensuring revenue goals are met.

Trained and developed new employees to provide outstanding customer service.

Diffused irate-customer encounters by focusing on a mutual solution.

Daily store audits to ensure the integrity of previous days’ activities.

Achieved and surpassed monthly targets by focusing on customer growth and retention.

Hired trained and supervised employees for future growth and expansion.

Key accomplishments:

•Consistently increased revenue by 20-30% and decreased new debt by 10% of established financial goals.

•Recognized for innovative approaches for solving customer issues and taking initiatives to meet and exceed branch targets.

•Promoted to Manager after 1 year of employment

•Named and awarded Manager of the Month for 4 consecutive times.

National Money Mart – Toronto, ON 2002-2005 CSR/ Night Auditor

Hired trained and supervised employees to provide exceptional service

Ensured branch is fully staffed and all financial requirements are processed through head office.

Ensured branch is meeting and exceeding monthly targets. Audited and monitored daily transactions for teller error and security purposes.

Crossed sold all services the company provided.

Balanced and audited the store daily, prepared daily and monthly reports to measure and improve branch performance.

Worked independently, unsupervised and provided an exceptional level of customer service.

Key accomplishments:

•Reduced fraudulent activity to less than 5%; money, cheque cashing, and pay day advances were given priority attention to help reduce fraud.

•Recognized for always going above and beyond the call of duty to ensure the store is always ready for business.

Education and Credentials

•Humber College 2009-2012 (Business Management, General Arts & Science)

•Professional Training: Millionaire mind Intensive program (Peak Potentials) Anthony Robbins Get the edge training system Neuro linguistic (building relationships) programming

•Proficient with Microsoft Office

References upon Request

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