National Customer Service Manager-pharmaceutical warehouse and distrib
Resume:
JANE GOULD
Home: 905-***-****
Email: ***********@*******.***
PROFESSIONAL PROFILE
An enthusiastic, highly motivated and resourceful professional with expertise in management and operations supported by an assertive and results oriented attitude. A team player and strong leader with the ability to excel within a challenging and demanding environment communicate effectively with all levels of management, staff and customers; prioritize and delegate workload to meet deadlines; manage various projects/campaigns simultaneously and adapt readily to the demands of the job.
EMPLOYMENT HISTORY
Rogers AT&T, Kitchener, ON June 2009 - Present
Team Manager, Moves and Concierge/Loyalty/ Retention Care
• Responsible for maintaining/exceeding all call centre metrics in care service.
• Managing a team up to 21 CSC’s
• Training, coaching and performance management of all CSC’s.
• Quality Assurance – responsible for assessing 21 agents – 2 remotes/ 1 side by side once a week for compliance and customer satisfaction.
• Responsible for analyzing reports in achieving constant improvement within the call centre.
• Implementation of new department: hothouse loyalty – involved in initial set-up of department e.g. policies/procedures.
• Fostering an environment of open communication that encouraging employee empowerment.
Sun Life Financial Inc, Kitchener, ON May 2008 – June 2009
Operations Supervisor, Group Benefits
• Responsible for managing, training, coaching agents in the group benefits division (medical, dental, life)
• Monitoring performance of the call centre, looking for trends.
• Analyzing call centre results, improving processes and results to achieve all metrics.
• Quality Assurance – responsible for assessing 16 agents – 1 remote/ 1 side by side once a week for compliance and customer satisfaction.
• Conducting regular reviews and meetings.
• Ensuring that all training material is up to date and communicated to all staff necessary.
Minacs- Sprint USA, Mississauga, ON November 2007 – March 2008
Operations Manager: Call Centre
• Managing: 10 team leaders and their respective teams of 15 agents each.
• Monitors center performance to ensure quality and service goals are met.
• Implementing new processes to ensure high standards of performance
• Meet forecasted and budgeted FTE financial targets as per annual budget.
• Responsible for hiring all internal management personnel
• Conducting regular evaluations on all subordinates, through coaching, development and effective performance management.
• Analyze and review departmental processes and work flows for constant improvement
• Very knowledgeable in all Hr policies, including hiring, performance management and termination.
Rogers AT&T, Mississauga, ON November 2005 – November 2007
(The Shopping Channel)
Team Manager/Trainer: Call Centre
• Trained, coached, motivated and supported call centre agents to achieve quality standards.
• Responsible for training new hires in the call center and home based.
• Quality Assurance – responsible for assessing 16 agents – 1 remote/ 1 side by side once a week for compliance and customer satisfaction.
• Revamped training program to improve the development of new agents.
• Assessed and coached staff to improve individual and team quality performance.
• Improved agent’s quality performance by conducting daily assessments.
• Dramatic improvement in adherence, attendance, quality results for team.
• Utilized strong computer skills; PowerPoint, Word, Excel and Microsoft Mail.
• Floor Manager Responsibilities: addressed escalated concerns internal/external, fostering customer/employee loyalty
• Facilitated bi-weekly team meetings to communicate changes in policies and procedures and address staffing concerns.
Nordia Inc., Kitchener, ON May 2000 – March 2005
(Bell Canada and Excel Inc.)
Team Manager Operations (411 Directory Assistance): Call Centre
• Trained, coached, motivated and supported call centre agents and new team managers to achieve quality standards.
• Identified operational and system challenges to improve functionality.
• Assessed and coached staff to improve individual and team quality performance.
• Improved agent’s quality performance by conducting daily assessments.
• Fostered an environment that encouraged open communication and employee empowerment.
• Managed to achieve and exceed individual and team corporate objectives.
• Implemented the disaster recovery plan ensuring uninterrupted service levels.
• Strong computer skills; PowerPoint, Word, Excel and Microsoft Mail.
• Addressed escalated customer complaints in a timely manner fostering customer loyalty.
• Facilitated weekly team meetings to communicate changes in policies and procedures and address staffing concerns.
• Excellent time management skills, which allowed time to develop new packages to assist in new procedures.
• Quality Assurance – responsible for assessing 25 agents – 1 remote/ 1 side by side once a week for compliance and customer satisfaction.
Rogers AT&T., Kitchener, ON October 1997 –May 2000
(Wireless Communication)
Team Manager Operations: Call Centre
• Coached, trained and developed agents, meeting quality, efficiency, productivity and consistency.
• Assisted with workforce management in running the line ensuring calls are answered in a timely manner by an adequate number of agents.
• Quality Assurance – responsible for assessing 18 agents – 1 remote/ 1 side by side once a week for compliance and customer satisfaction.
• Fostered a positive team environment building team and individual morale.
• Implemented and developed procedures focusing on customer retention which improved/reduced costs for the call centre.
• Strong knowledge of all aspects of cellular service; exceptional customer service, referral process, billing, technical troubleshooting
• Spearheaded the “startup” of a new department within call centre (75 agents); Pay As You Go Activations; e.g. develop reports, consistent training, coached, motivated agents and evaluated all agents
• Conducted regular monthly team/ training meetings to communicate policies/procedures and address/answer any agent’s concerns.
• Analyzed hardware subsidy program and implemented report to decrease costs.
EDUCATION AND PROFESSIONAL DEVELOPMENT
Ryerson Polytechnical Institute, Hospitality and Tourism Management
Business Training Courses Completed:
• Franklin Covey; 7 Habits of Effective Mgmt (3 Day Course), Achieving Extraordinary Customer Service (ACER), Harassment Training, Workplace Hazardous Materials (WHMIS), Effective Business Writing Skills, Managing 101, Management:Empowering Employees, Advanced Excel, Word and PowerPoint, Empowering effective teams.
• Managing union activity, Conflict Resolution, Peer panel Resolution, Management of performance and development seminar, Root/Cause Analysis training, Labour Relations Training (Union), COPC Certification, First Aid Level 1 Certificate. Interviewing skills management and part of the contact center development team ensuring all mgmnt/training skills are universal across Canada.
• Employee of the month March 2007
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