Experience

IO Solutions Contact Center

• Canada
• Outsourcing and Offshoring Consulting
• 300 - 400 Employee

• Team Manager

  • Jul 2021 - Present

  Offer an outstanding customer service and quality during supervisor calls or while taking calls (mentoring) • Manage the agents so that they get the expected results both in terms of sales and quality. • Strengthen the quality with the team to which he/she will be dedicated by doing listening with the agents (side by side) and remotely with systematic feedback in both cases. • Efficiently develop the skills of the employees, especially in call management, sales and quality. • Implement specific and customized coaching plans and set goals to achieve for agents. • Ensure that agents use their tools properly. • Be a mentor for agents. Take calls to show the right way to do things when necessary. • Manage employee’s records (Absence, work hours, offline activities, disciplinary measures, etc...) Show less



Tim Hortons

• Canada
• Food and Beverage Services
• 700 & Above Employee

• Fast Food Team Member

  • Jul 2018 - Jan 2021

  Greet customers and guide them regarding products available on the menu • Take guest’s orders and process the same quickly • Pack or serve the ordered meals as per client preference • Provide timely and courteous food and beverage services • Generate bills and collect payments Greet customers and guide them regarding products available on the menu • Take guest’s orders and process the same quickly • Pack or serve the ordered meals as per client preference • Provide timely and courteous food and beverage services • Generate bills and collect payments



Super 8 by Wyndham

• United States
• Hospitality
• 200 - 300 Employee

• Front Desk Representative

  • Jan 2018 - Jul 2018

  •Reserved hotel rooms over the phone, collected payments and cancelled/refunded bookings. •Communicated with housekeeping and maintenance departments to resolve guest complaints and requests. •Handled company correspondence, phones and email, and responded to customers. •Assisted in facilitating shipments, received and processed billing information •Completed scheduling duties and organized phone calls and appointments •Reserved hotel rooms over the phone, collected payments and cancelled/refunded bookings. •Communicated with housekeeping and maintenance departments to resolve guest complaints and requests. •Handled company correspondence, phones and email, and responded to customers. •Assisted in facilitating shipments, received and processed billing information •Completed scheduling duties and organized phone calls and appointments