Experience

Utility Network & Partners Inc.

• Canada
• Utilities
• 1 - 100 Employee

• Manager, Customer Service

  • Jan 2014 - Present



Clearview Plumbing & Heating

• Customer Service/Office Manager

  • Oct 2012 - Dec 2012

  • Supported a team of inbound and outbound customer service representatives with coaching and customer service training. Recruited new agents as required. • Co-coordinated all aspects of general office administration including HR, facility maintenance, service contracts such as IT, phone services and outside call center providers and organized company events. Developed and implemented new internal processes as required. • Supported a team of inbound and outbound customer service representatives with coaching and customer service training. Recruited new agents as required. • Co-coordinated all aspects of general office administration including HR, facility maintenance, service contracts such as IT, phone services and outside call center providers and organized company events. Developed and implemented new internal processes as required.



ENMAX

• Canada
• Utilities
• 700 & Above Employee

• Team Lead, Revenue Cycle Operations

  • 2011 - 2012

  • Provided strong leadership and motivation to a team of 15 billing representatives to ensure that service levels, productivity and quality standards are consistently achieved or exceeded.• Developed cross-training program for staff to expand their skill sets and established new performance benchmarks for team.• Coached agents with focus on their quality of work and individual performance metrics. Recognized team members for their successes and contributions.• Managed work standards including absenteeism, schedule adherence etc. to the expectations set by the company.• Actively recruited new members to team.

• Team Lead, Customer Contact Center

  • 2008 - 2011

  • Provided strong leadership and motivation to a team of in-bound customer service representatives to ensure that service levels, productivity and quality standards are consistently achieved or exceeded.• Coached agents focusing on call quality and individual performance metrics. Recognized team members for their successes and contributions.• Monitored business processes through error tracking and performance reporting and identified and implemented process improvements as required.



Accenture

• Ireland
• Business Consulting and Services
• 700 & Above Employee

• Team Manager, Customer Contact Center

  • 2006 - 2008

  • Provided strong leadership and motivation to a team of in-bound customer service representatives to ensure that service levels, productivity and quality standards are consistently achieved or exceeded. • Provided strong leadership and motivation to a team of in-bound customer service representatives to ensure that service levels, productivity and quality standards are consistently achieved or exceeded.