Experience

• 

  Kitco Metals Inc.

  • Canada
  • Retail
  • 100 - 200 Employee

  • Customer Care Supervisor

    • Dec 2016 - Present

    Overseeing daily activities in the call center: including call volumes, call quality, sales numbers (Navision), and scheduling, interviews (iCMS), analysing call center statistics and reports (Mitel and custom in-house reporting). Taking decisions on escalated issues that relate to customers as well as customer service representatives. Manage and organize training for new hires into the call center.Managing social media: posting interesting and relevant content, using SEO and measuring analytical data, replying to comments and managing inboxes (Instagram and Fabebook, etc.) Creating and writing unique product descriptions, FAQ, managing and uploading content for our online store (Drupal), copywrite for promotional emails.Project management: Work with other deparments to act as lead of the sales team in order to improve customer experience with different projects (Jira and Confluence).

  • Customer Care Agent

    • Aug 2012 - Present

    Help desk for CSR's. Create and manage Knowledgebase. Take escalated calls from upset customers in order to resolve their issues. Lead trainer for new customer service representatives. Lead trainer in the call center for new projects, systems, procedures, as well as ongoing workshops for the call center.

  • customer service agent

    • Aug 2010 - Aug 2013

    Receiving calls from customers interested in precious metals. Provide customers with information regarding buying and selling. Opening accounts and placing transactions for customers over the phone.

• 

  Fido Solutions

  • customer service

    • Mar 2007 - May 2010