Workforce Analyst

• Mar 2019 - Present

Business Analyst / Sales Team Lead

• Dec 2017 - Mar 2019

- Coach and develop performance plans for a sales team to achieve targets such as conversion and quality. - Work with developers and managers to ensure systems meet program requirements and perform test cases before implementation. - Communicate with stakeholders over a range of departmental metrics and manage performance drivers. - Regularly create agent-level incentives. - Handle client callbacks, supervisor calls and initial contacts.

Real-Time Analyst

• Sep 2016 - Dec 2017

- Support operations management to meet contracted service level requirements and maximize occupancy. - Monitor queues and administer skill sets over multiple sites. - Create ad hoc reports on key performance metrics. - Report on code abuse and schedule non-adherence. - Host frequent touchpoint meetings to discuss previous day, running, and forecast performance. - Optimize schedules and recommend short-term staffing changes to ensure consistent coverage and promote occupancy.

Real-Time Dialer Analyst

• Jan 2016 - Sep 2016

- Originate productivity and performance reports for outbound sales teams. - Administer the dialer program, cut and upload leads into the progressive dialer campaigns and maintain their parameters. - Analyse dialer data and apply changes to increase sales, right-party contacts and lead consumption. - Draft campaign-level call schedules each day and monitor agent adherence to the published schedule. - Supervise and provide floor support to sales agents. - Update daily and… Show more - Originate productivity and performance reports for outbound sales teams. - Administer the dialer program, cut and upload leads into the progressive dialer campaigns and maintain their parameters. - Analyse dialer data and apply changes to increase sales, right-party contacts and lead consumption. - Draft campaign-level call schedules each day and monitor agent adherence to the published schedule. - Supervise and provide floor support to sales agents. - Update daily and intraday sales reports sent to agents.

Customer Service Representative

• Jun 2015 - Dec 2015

- Contact existing President’s Choice Financial MasterCard customers to sell and cross-sell available services. - Exceed sales and quality performance goals.

Subtitle Editor

• Apr 2016 - Apr 2016

- Make English-language subtitles for academic film ‘Europe Outside Europe’ by Dr. Agniezska Weinar. - Make English-language subtitles for academic film ‘Europe Outside Europe’ by Dr. Agniezska Weinar.

Customer Relations Associate

• Feb 2015 - Jun 2015

Diagnose performance issues for residential cable internet services and follow through with resolution, such as: change the customer's internet package to meet their needs, cross-sell computer technician services for unsupported problems, create a ticket or schedule a technician, educate the customer and guide the customer through resolution process. Diagnose performance issues for residential cable internet services and follow through with resolution, such as: change the customer's internet package to meet their needs, cross-sell computer technician services for unsupported problems, create a ticket or schedule a technician, educate the customer and guide the customer through resolution process.

Cartography Fact Checker

• Nov 2014 - Nov 2014

Recommend changes to make a large floor map of migration patterns in the Americas easier to read, consistent and agree with a variety of respected sources. Recommend changes to make a large floor map of migration patterns in the Americas easier to read, consistent and agree with a variety of respected sources.

Journalism Intern

• Jul 2014 - Aug 2014

Capture, voice-over and edit video footage for the English news broadcast. Help write, translate, and edit stories from Kinyarwanda and French into English. Capture, voice-over and edit video footage for the English news broadcast. Help write, translate, and edit stories from Kinyarwanda and French into English.

Research Intern

• Jan 2014 - Apr 2014

Research photographs for television documentary series about residences in the Capital Region. Also time code, describe visuals, and transcribe audio from National Film Board archival footage for future use. Research photographs for television documentary series about residences in the Capital Region. Also time code, describe visuals, and transcribe audio from National Film Board archival footage for future use.

Office Production Assistant

• May 2013 - Sep 2013

Prioritize and distribute work orders based on quantities, shipment dates, and sling types. Track work orders. Scan, file, and email inspection results to sales staff. Input and upload results to an online database. Print and make sling labels. Prioritize and distribute work orders based on quantities, shipment dates, and sling types. Track work orders. Scan, file, and email inspection results to sales staff. Input and upload results to an online database. Print and make sling labels.