Giancarlo Hechema
Director Service Center Operations for North America at Akelius Residential Property AB- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
-
English Native or bilingual proficiency
-
French Full professional proficiency
-
Italian Full professional proficiency
-
Spanish Full professional proficiency
Topline Score
Bio
Credentials
-
Certificate in Personal Finances
-May, 2015- Nov, 2024
Experience
-
Akelius Residential Property AB
-
Sweden
-
Real Estate
-
400 - 500 Employee
-
Director Service Center Operations for North America
-
Aug 2018 - Present
Manage all service operations in North America including managing 6 team leader’s one manager and 100 employees. Responsible for the performance and development of management and agents Efficiently improve processes and procedures to ensure first class service Recruit as per staffing needs and handle disciplinary measures as needed Ensure KPI’s and ticket processing are maintained while staying in line with monthly budget Motivate team to foster employee engagement and retention Show less
-
-
-
Voxdata
-
Canada
-
Outsourcing and Offshoring Consulting
-
100 - 200 Employee
-
Call Center Manager
-
Aug 2016 - Aug 2018
Monitor and document employee performance and initiate corrective action plans Recruiting and disciplining as per staffing needs and handle corrective measures as needed Coaching and training a team of 75 employees including 5 supervisors and 3 quality analysts Ensure sales, customer service quality and order processing targets are achieved Prepared all campaign reports to the Vice President including the escalation of any campaign related deficiencies Monitor and document employee performance and initiate corrective action plans Recruiting and disciplining as per staffing needs and handle corrective measures as needed Coaching and training a team of 75 employees including 5 supervisors and 3 quality analysts Ensure sales, customer service quality and order processing targets are achieved Prepared all campaign reports to the Vice President including the escalation of any campaign related deficiencies
-
-
-
RBC
-
Canada
-
Banking
-
700 & Above Employee
-
Call Center Manager
-
Nov 2011 - Aug 2016
Manage the call center and administration team of 75 employees including 4 team leaders Present and communicate new procedures of products to employees in regards to investments and retirement savings plans Coach train and mentor agents and management in regards to quality, administrative processing and sales. Manage the call center and administration team of 75 employees including 4 team leaders Present and communicate new procedures of products to employees in regards to investments and retirement savings plans Coach train and mentor agents and management in regards to quality, administrative processing and sales.
-
-
-
abrdn
-
United Kingdom
-
Financial Services
-
700 & Above Employee
-
Call Center Manager
-
May 2008 - Nov 2011
Recruit, Train and coach the Service and Administration Team including 2 team leaders and 45 agents in regard to Group savings and retirement regulations, investment options and pension legislation Increase the productivity of the Office in terms of call quality, order processing, retention, and call content / quality and not ready time. Help provide support to the team and act as a point of reference. Participate in the hiring process and onboarding of new agents and team leaders Show less
-
-
Education
-
2016 - 2016
CSI
Branch Compliance Officer, Branch Management -
2016 - 2016
CSI
Certified Financial Service Advisor, Financial Planning and retirement planning -
2015 - 2015
CSI
Certificate in Personal Finance, Investments retirement planning -
2011 - 2011
CSI
Canadian Securities Course, Investments and Securities -
2005 - 2008
Dawson College
Business Administration, Marketing/Finance
Community
