Experience

MSI Corp

• Canada
• Telecommunications
• 100 - 200 Employee

• IT Help Desk Team Lead

  • Jan 2023 - Present

  - Train Help Desk personnel - Establish Standard Operating Procedures used throughout the Help Desk- Create documentation for Help Desk processes and procedures- Coach and mentor Help Desk staff- Work on escalated Tickets from the Help Desk- Monitor Tickets and internal systems- Create and maintain the Help Desk schedule- Lead meetings discussing focus areas to improve team efficiency- Expand the scope of the Help Desk team as the team grows- Delegate tasks to Help Desk personnel- Administrate VPN and Office 365 environment- Administrate Active Directory Show less

• Front-line User Support Technician

  • Feb 2021 - Jan 2023

  - Front-line Technical Support for all company staff- Create content for internal IT Support Self-Serve website- Established standard operating procedures used throughout the Help Desk- Administrate Active Directory and Office 365 environment- Monitor systems and perform maintenance when necessary

• Data Analyst

  • Mar 2019 - Feb 2021

  - Validate and report data integrity- Communicate data to team leaders and upper management in a clear and concise manner influencing decision making- Create visual reports using Excel- Calculate incentives for over 60 employees- Explore trends and investigate gaps to increase business efficiency- Analyze Quality Assurance reporting data- Maintain monthly CRTC (Canadian Radio-Television and Telecommunications Commission) Quality Assurance reporting- Analyze agent coaching data Show less

• Team Lead

  • Aug 2016 - Mar 2019

  - Coach and mentor agents- Monitor agent performance- Help agents develop sales techniques- Develop strategies and goals with agents- Create training sessions to teach new skills to agents- Train agents on new Sales Campaigns- Provide support- Handle customer escalation calls- Manage a team of 20 - 30 agents- Create and maintain job aids for agents- Create reports for other Team Leaders and upper management for decision making

• Quality Assurance Specialist

  • Feb 2016 - Sep 2016

  - Introduce Quality Assurance standards to a new department for Outbound Telemarketing- Create and maintain records associated to Quality Assurance reporting- Established standard operating procedures used throughout Outbound Tele-Marketing Quality Assurance Department- Maintain and audit IDNC (Internal Do Not Call List) tracking- Listen to 120 minutes of calls daily- Coach and mentor agents- Train agents- Create job aids to help agents achieve outstanding quality- Lead weekly calibration sessions with the client (Bell Canada)- Provide Team Leads detailed feedback for coaching purposes- Provide support- Ensure agents are operating within CRTC (Canadian Radio-Television and Telecommunications Commission) mandate- Create visual reports and communicate data to Team Leads, upper management and the client (Bell) for decision making- Hire and train new Quality Analysts Show less

• Outbound Telemarketing Agent

  • Oct 2015 - Mar 2016

  - Outbound Telemarketing for Bell Canada- Up-sell existing Bell customers- Maintain consistent performance comparative to monthly targets



SYKES

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Customer Service Agent

  • Oct 2012 - Jun 2015

  - Rogers / Chatr - - Help customers with their concerns - Help customers upgrade their mobile devices - Help customers make changes to their mobile account - Correct billing errors - Creating detailed notes on customer accounts following every interaction - Rogers / Chatr - - Help customers with their concerns - Help customers upgrade their mobile devices - Help customers make changes to their mobile account - Correct billing errors - Creating detailed notes on customer accounts following every interaction