Doris Lima
Customer Care Center Manager at Arjo- Claim this Profile
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Bio
Raina Kalia, PMP
Doris is a Social Media Thought Leader. She was instrumental in setting up and leading the Social Media Team at WIND Mobile – which handled emails, chat, and an online community. She was not only instrumental in being the voice of the brand but also in shaping a positive and loyal online community. Doris encompasses the values of leadership, integrity and business acumen. She is extremely generous with her time with people and is extremely supportive in both professional and personal development of her team. Any company will be fortunate to have Doris on their team.
LinkedIn User
I have had the pleasure of working with Doris at two different organizations. The first was at The Shopping Channel where Doris was instrumental in turning around our culture into one that our staff was proud to come to work every day. The second was with WIND Mobile where we were building an entire wireless call centre operation from the ground up in 5 months. In both roles, Doris brought her exemplary professionalism and leadership qualities to the business. Her ability to manage people, processes and technologies to deliver an excellent customer experience is one we can all learn from. Doris was especially instrumental in designing and building our social media strategy for the WIND Mobile business. She has a great deal of depth and real-world experience in this area. I would highly recommend Doris to any organization that wants to truly deliver to their customers.
Raina Kalia, PMP
Doris is a Social Media Thought Leader. She was instrumental in setting up and leading the Social Media Team at WIND Mobile – which handled emails, chat, and an online community. She was not only instrumental in being the voice of the brand but also in shaping a positive and loyal online community. Doris encompasses the values of leadership, integrity and business acumen. She is extremely generous with her time with people and is extremely supportive in both professional and personal development of her team. Any company will be fortunate to have Doris on their team.
LinkedIn User
I have had the pleasure of working with Doris at two different organizations. The first was at The Shopping Channel where Doris was instrumental in turning around our culture into one that our staff was proud to come to work every day. The second was with WIND Mobile where we were building an entire wireless call centre operation from the ground up in 5 months. In both roles, Doris brought her exemplary professionalism and leadership qualities to the business. Her ability to manage people, processes and technologies to deliver an excellent customer experience is one we can all learn from. Doris was especially instrumental in designing and building our social media strategy for the WIND Mobile business. She has a great deal of depth and real-world experience in this area. I would highly recommend Doris to any organization that wants to truly deliver to their customers.
Raina Kalia, PMP
Doris is a Social Media Thought Leader. She was instrumental in setting up and leading the Social Media Team at WIND Mobile – which handled emails, chat, and an online community. She was not only instrumental in being the voice of the brand but also in shaping a positive and loyal online community. Doris encompasses the values of leadership, integrity and business acumen. She is extremely generous with her time with people and is extremely supportive in both professional and personal development of her team. Any company will be fortunate to have Doris on their team.
LinkedIn User
I have had the pleasure of working with Doris at two different organizations. The first was at The Shopping Channel where Doris was instrumental in turning around our culture into one that our staff was proud to come to work every day. The second was with WIND Mobile where we were building an entire wireless call centre operation from the ground up in 5 months. In both roles, Doris brought her exemplary professionalism and leadership qualities to the business. Her ability to manage people, processes and technologies to deliver an excellent customer experience is one we can all learn from. Doris was especially instrumental in designing and building our social media strategy for the WIND Mobile business. She has a great deal of depth and real-world experience in this area. I would highly recommend Doris to any organization that wants to truly deliver to their customers.
Raina Kalia, PMP
Doris is a Social Media Thought Leader. She was instrumental in setting up and leading the Social Media Team at WIND Mobile – which handled emails, chat, and an online community. She was not only instrumental in being the voice of the brand but also in shaping a positive and loyal online community. Doris encompasses the values of leadership, integrity and business acumen. She is extremely generous with her time with people and is extremely supportive in both professional and personal development of her team. Any company will be fortunate to have Doris on their team.
LinkedIn User
I have had the pleasure of working with Doris at two different organizations. The first was at The Shopping Channel where Doris was instrumental in turning around our culture into one that our staff was proud to come to work every day. The second was with WIND Mobile where we were building an entire wireless call centre operation from the ground up in 5 months. In both roles, Doris brought her exemplary professionalism and leadership qualities to the business. Her ability to manage people, processes and technologies to deliver an excellent customer experience is one we can all learn from. Doris was especially instrumental in designing and building our social media strategy for the WIND Mobile business. She has a great deal of depth and real-world experience in this area. I would highly recommend Doris to any organization that wants to truly deliver to their customers.
Credentials
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Learning Shopify
LinkedInMay, 2018- Sep, 2024
Experience
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Arjo
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Medical Equipment Manufacturing
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700 & Above Employee
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Customer Care Center Manager
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May 2019 - Present
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Ozery Bakery
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Canada
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Manufacturing
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1 - 100 Employee
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Manager of Customer Experience
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Oct 2018 - May 2019
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Baxter International Inc.
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United States
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Medical Equipment Manufacturing
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700 & Above Employee
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Supervisor Customer Care, Western Canada
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Mar 2014 - Apr 2018
Managed teams up to 25 customer service representatives for up to 60% of total program revenue ensuring quality results through goal setting and inclusive management. Involved in various projects with a focus on increased patient experience, operational efficiencies and profitability. Managed teams up to 25 customer service representatives for up to 60% of total program revenue ensuring quality results through goal setting and inclusive management. Involved in various projects with a focus on increased patient experience, operational efficiencies and profitability.
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News Marketing Canada
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Advertising Services
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1 - 100 Employee
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Area Manager
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Mar 2013 - Mar 2014
Facilitated in store media marketing campaigns throughout the GTA through marketing materials and team meetings for clients such as Loblaw and Metro. Accountable for training and development of 20 members of the team. Facilitated in store media marketing campaigns throughout the GTA through marketing materials and team meetings for clients such as Loblaw and Metro. Accountable for training and development of 20 members of the team.
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WIND Mobile
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Canada
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Telecommunications
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100 - 200 Employee
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Manager, Social Media and Customer Care
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Sep 2009 - Apr 2012
Launched start-up company customer care team managing a team of 40 WIND social media response representatives and oversaw 3rd party remote overseas agents. Responsible for talent acquisition, SOP development and training. Launched start-up company customer care team managing a team of 40 WIND social media response representatives and oversaw 3rd party remote overseas agents. Responsible for talent acquisition, SOP development and training.
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The Shopping Channel
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1 - 100 Employee
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Team Supervisor, Customer Support
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2008 - 2009
Managed team of 20 customer service representatives for telephone and email interactions through monthly 1 on 1’s, coaching and feedback.
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Team Supervisor, CCC Operations
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2006 - 2008
Monitoring KPI's and ensuring maximum profitability for company. Taking necessary action as required
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Livingston International
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Canada
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International Trade and Development
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700 & Above Employee
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Government Remittance Management Representative
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2000 - 2006
Managed corporate accounts and was responsible for billing, collections, account reconcilation and month end GST payments for Federal Government Managed corporate accounts and was responsible for billing, collections, account reconcilation and month end GST payments for Federal Government
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Education
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2017 - 2018
George Brown College
Social Media Marketing -
1995 - 1997
Humber College
Social Work
Community
