Carlos Nakhle
Technical Coordinator at OnX Canada- Claim this Profile
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Topline Score
Bio
Amir Hegazi
Carlos is a pro-active, hard working, talented individual with great ability to anticipate and resolve problems and find workable solutions. He is outgoing with great communication skills, and ability to infuse fun and joy in the most mundane work environments. He's a great team player and manager at the same time, capable of inspiring people and getting them excited about doing their job well and achieving great results. I highly recommend Carlos.
Maryam Golabgir
Carlos was the brilliant face behind JumpTV’s Call center and Performance reporting. He had a way of making all those reporting numbers that never made sense to anyone to not only make sense but to tell a story about what was going on with our traffic. Carlos was one of the few people at JumpTV who would drop everything and anything to help others in need. I learned how to generate reports using Crystal reporting tool and other data base reporting tools from Carlos. He is a great friend, and co worker. I would love to work with him again in the future.
Amir Hegazi
Carlos is a pro-active, hard working, talented individual with great ability to anticipate and resolve problems and find workable solutions. He is outgoing with great communication skills, and ability to infuse fun and joy in the most mundane work environments. He's a great team player and manager at the same time, capable of inspiring people and getting them excited about doing their job well and achieving great results. I highly recommend Carlos.
Maryam Golabgir
Carlos was the brilliant face behind JumpTV’s Call center and Performance reporting. He had a way of making all those reporting numbers that never made sense to anyone to not only make sense but to tell a story about what was going on with our traffic. Carlos was one of the few people at JumpTV who would drop everything and anything to help others in need. I learned how to generate reports using Crystal reporting tool and other data base reporting tools from Carlos. He is a great friend, and co worker. I would love to work with him again in the future.
Amir Hegazi
Carlos is a pro-active, hard working, talented individual with great ability to anticipate and resolve problems and find workable solutions. He is outgoing with great communication skills, and ability to infuse fun and joy in the most mundane work environments. He's a great team player and manager at the same time, capable of inspiring people and getting them excited about doing their job well and achieving great results. I highly recommend Carlos.
Maryam Golabgir
Carlos was the brilliant face behind JumpTV’s Call center and Performance reporting. He had a way of making all those reporting numbers that never made sense to anyone to not only make sense but to tell a story about what was going on with our traffic. Carlos was one of the few people at JumpTV who would drop everything and anything to help others in need. I learned how to generate reports using Crystal reporting tool and other data base reporting tools from Carlos. He is a great friend, and co worker. I would love to work with him again in the future.
Amir Hegazi
Carlos is a pro-active, hard working, talented individual with great ability to anticipate and resolve problems and find workable solutions. He is outgoing with great communication skills, and ability to infuse fun and joy in the most mundane work environments. He's a great team player and manager at the same time, capable of inspiring people and getting them excited about doing their job well and achieving great results. I highly recommend Carlos.
Maryam Golabgir
Carlos was the brilliant face behind JumpTV’s Call center and Performance reporting. He had a way of making all those reporting numbers that never made sense to anyone to not only make sense but to tell a story about what was going on with our traffic. Carlos was one of the few people at JumpTV who would drop everything and anything to help others in need. I learned how to generate reports using Crystal reporting tool and other data base reporting tools from Carlos. He is a great friend, and co worker. I would love to work with him again in the future.
Experience
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OnX Canada
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Canada
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IT Services and IT Consulting
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200 - 300 Employee
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Technical Coordinator
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Jan 2022 - Present
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Independent Consultant
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Whitby, Ontario, Canada
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Customer Service and Operations Leader
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2019 - Present
Independent Consultant providing expertise in all facets of call centre and customer service operations. • Analyze call centre data and processes • Provide recommendations to improve client and employee satisfaction • Create plans for start-up organizations Independent Consultant providing expertise in all facets of call centre and customer service operations. • Analyze call centre data and processes • Provide recommendations to improve client and employee satisfaction • Create plans for start-up organizations
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VP Support and Service
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2012 - 2018
Setup, organized, and successfully managed the following areas of the business: • 24/7 Contact Centre team • 24/7 Moderation team • Charge Back team • Developed strategies and department goals to support annual and long-term corporate goals. • Built a team offshore, and transitioned all outsourced functions that resulted in a 25% cost saving • Built and implemented strategic programs that drove high levels of customer service • Executed on customer growth, retention and satisfaction KPI's within all inbound channels • Implemented and oversaw learning strategies focused on new hires, customer experience and product launches within the Customer Care department. Assisted in training all new hires across the company to have a basic understanding of the company’s products and services provided through the company’s various online properties • Worked closely with Product Management, Marketing and other teams to develop brand and marketing strategy to promote subscriber growth and retention • Worked closely with external partners, vendors and payment processors, located around the world • Developed processes to proactively monitor fraud and user non-compliance. • Promoted continuous improvement and ensured that the company’s multilingual team provided the highest level of 7x24 quality customer service and customer support for all products and services. • Proactively identified and escalated key business and website functional issues • Ensured issues were resolved in a timely manner and that the team professionally communicated with a unified message and approach • Recruited, trained and coached team members Show less
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Mercer
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United States
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Professional Services
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700 & Above Employee
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National Outsourcing Contact Centre Leader
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2010 - 2011
Led and managed the day-to-day operations of the Canadian Contact Centres, ensuring that Mercer’s 60+ clients and their members received the highest quality member services in English and French. • Provided ongoing strategic and technical direction in order to promote a best-in-class approach to contact centre operations. • Provided direct oversight to the Team Managers and Quality Leads in each contact centre and ensured they provided proper supervision and support to the agents. • Calculated, reviewed and analyzed agent performance statistics and strategized for efficiency gains. • Managed agent compensation including a quarterly incentive program. • Priced contact centre services, participated in sales meetings, and facilitated client tours of contact centres. • Oversaw contact centre implementations and ensured completion of contact centre deliverables. • Ensured conformity with CICA 5970 certification requirements, including leading audits, reviewing results, and implementing any required changes. Show less
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AdMeld (Start-up Company)
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New York, United States
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Consultant
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2008 - Jun 2009
• Established the initial requirements to create reporting tools • Created a process flow to resolve customer issues • Worked closely with the Engineering Team to create a web based reporting module • Established the initial Quality Assurance process • Established the initial requirements to create reporting tools • Created a process flow to resolve customer issues • Worked closely with the Engineering Team to create a web based reporting module • Established the initial Quality Assurance process
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JumpTV
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Technology, Information and Internet
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1 - 100 Employee
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Head of Customer Relations & Operational Reporting
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2006 - 2008
• Created a Customer service/Call Centre Department (Subscriber Satisfaction/Customer retention)• Managed a Customer retention team• Led the integration of the customer service function as a result of a new company acquisition• Implemented a rotating schedule to ensure 24/7 coverage• Monitored and reviewed quality and productivity • Developed procedures and processes for issue resolution • Liaised with internal departments to improve communication • Implemented new systems to increase productivity and efficiency• Implemented new ways to assist customers in a quick and easy manner, such as FAQ and suggested website improvement based on feedback• Prepared daily, weekly, monthly and ad-hoc reporting and analysis• Prepared reports, including charts and graphs, and presented recommendations for action plans to management• Provided Key Metric reporting and customer insight analysis for the Sales and Distribution teams • Implemented and tested systems to ensure reporting accuracy • Analyzed trends and provided feedback/recommendation to various departments. Show less
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Director, Subscriber Satisfaction
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Jun 2006 - Mar 2007
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Manulife
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Canada
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Insurance
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700 & Above Employee
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Call Centre and Operations Manager
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2000 - 2005
Liberty Health/Maritime Life/Manulife Financial, Markham, Ontario 2000 – 2005 Call Centre Manager, Integration Team 2004 – 2005 • Successfully managed the integration and transition of two call centres; relocated the functions of 90 employees to a third, out-of-province location. Reviewed and implemented various processes to align the call centre operations with the rest of the company. • Managed and represented the call centre during the integration of the Claims, Enrollment, Finance and Underwriting departments. • Core member of the Telephony Selection Team; reviewed and assessed various systems. • Lead the Call Centre Disaster Recovery Plan Project. • Implemented processes and ensured call centre and web site compliance for Privacy and Confidentiality legislation. • Commended by senior management for the creation and implementation of call centre metrics that resulted in increased productivity and higher service levels. Call Centre Manager and Operations 2002 – 2005 • Managed the Call Centre Operations and team of Customer Service Representatives, as well as the Training and Claims Adjustment Departments. • Responsible for the hiring, development and performance management of customer service representatives, team leaders, business analysts and training staff. • Credited with increasing employee morale and building a sense of teamwork. • Developed performance standards to increase productivity and customer satisfaction. Utilized Quality Monitoring techniques and analyzed supporting data to increase productivity, enhance customer service and achieve operational efficiencies. • Coached, mentored and developed managers and staff to achieve high performance standards. Increased daily service level average from 28% to 78%. • Oversaw a budget of $1.5 million. • Worked closely with peers and other service center groups to effect changes and enhancements in a seamless manner and to ensure consistency of messages across all teams. Show less
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