Experience

Mayfair Diagnostics
• Canada
• Medical Practices
• 100 - 200 Employee
• Director, Customer Contact Centre

  • Sep 2022 - Present

Xplornet Communications
• Canada
• Telecommunications
• 1 - 100 Employee
• Senior Manager Contact Centre

  • Jan 2021 - Feb 2022


CCI Wireless

• United States
• Facilities Services

• Director, Inside Sales and Technical Support

  • Jan 2019 - Jan 2021

• Manager, Call Centre Operation

  • Mar 2018 - Jan 2019

  Managing the operation of Technical Support, Customer Care and Sales Team

• Manager, Technical Support / Service & Install

  • Apr 2015 - Mar 2018



Shaw Communications

• Canada
• Telecommunications
• 700 & Above Employee

• Customer Service Manager

  • Nov 2002 - Apr 2014

• Manager Customer Care and Sales

  • 2012 - 2014

  • Managed a team of 5 high performing supervisors• Provided leadership and guidance to supervisors to effectively manage their teams• Lead many regional incentive programs to enhance sales productivity through agent shadowing, real time training, review and evaluations of sales call flow• Increased sales significantly by improving closing techniques• Implemented strategies to reduce employee churn and absenteeism

• Supervisor Support Escalation (Agent Support team)

  • Feb 2010 - Dec 2012

  • Supervised a team of 18-22 helpdesk representatives by providing them training and coaching on agent support, enhanced real time queue management and call quality monitoring• Provided leadership and guidance to helpdesk representative to roll out new business initiatives and sales incentives on the floor• Coached helpdesk agents on leadership and skill transfer techniques to showcase their leadership abilities as a stepping-stone for future leadership positions

• Supervisor Customer Relations (Saves and loyalty)

  • Jun 2008 - Feb 2010

  • Established a Saves/Loyalty team in Calgary • Supervised a team of 18-22 loyalty and retention representatives by providing them training and coaching on goal setting, saves techniques and customer service skills• Implemented the most appropriate HR steps as required including recruitment, performance management and termination • Developed and implemented process improvement initiatives and gap analysis• Created a tool called CR Tool (Customer relations tool) for job aid of loyalty team members with competitor comparison and resources to enhance their performance and saves results Show less

• Supervisor Customer Care and Tech Support

  • Apr 2005 - Jun 2008

  • Mentored, coached and developed team of 20-22 Client Care representatives to achieve higher levels of performance and job mastery • Conducted effective meetings and coaching sessions with employees to achieve targeted sales and customer service goals • Provided timely and complete resolution of escalated issues and concerns raised by team members, peers and or support team resolving their satellite service’s billing and technical problems to client’s maximum satisfaction

• Customer Service & Tech Representative

  • Nov 2002 - Mar 2005

  • Provided world class customer service to clients over the phone• Assisted existing and potential customers with their billing inquiries and sold satellite service over the phone • Provided technical support to clients for their satellite issues while looking to upselling provided that suited their needed through “Solution Selling”



ATB Financial

• Canada
• Banking
• 700 & Above Employee

• Customer Service Representative

  • Aug 2002 - Dec 2004

  • Assisted existing and potential customers with their inquiries on banking services and products • Increased revenue by identifying opportunities to offer services and products that best suited customer’s financial needs • Assisted existing and potential customers with their inquiries on banking services and products • Increased revenue by identifying opportunities to offer services and products that best suited customer’s financial needs



Convergys Customer Management Inc.

• United States

• Customer Retention (Saves) Agent

  • Jan 2001 - Jul 2002

  • Retained over 500 customers on monthly basis reducing churn and keeping disconnects to minimum (AT&T Internet packages and Long distance phone plans) • Assisted customer in troubleshooting their computer problems (software related) • Provided exceptional service to potential and existing customers on various Local/ long distance telephone services and internet package • Retained over 500 customers on monthly basis reducing churn and keeping disconnects to minimum (AT&T Internet packages and Long distance phone plans) • Assisted customer in troubleshooting their computer problems (software related) • Provided exceptional service to potential and existing customers on various Local/ long distance telephone services and internet package