Experience

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  BlackBerry

  • Halifax, Nova Scotia

  • Team Leader/ Supervisor

    • Dec 2006 - Nov 2013
    • Halifax, Nova Scotia

    Team Leader of Customer Loyalty Department Feb 2013- Nov 2013• Strategically managed multiple teams at the same time with varying responsibilities and skills • Completed regular case audits and call monitors to identify gaps and coach to improvements• Handled Executive Escalations, Better Business Bureau, Personal Injury and Legal cases and provided out of the box solutions to improve the customer experience and resolve issues• Experienced with achieving Service Level targets. This included monitoring the queue and making decisions to achieve service levels such as changing skill sets, cancelling offline time, and engaging on call teams • Created interview guides, job profiles and job postings for both the Analyst and Customer Loyalty roles• Received several “&it shows” internal awards for contributions to the business Team Leader of Consumer Analysts Oct 2008-Feb 2013• Designed and implemented a support coaching program for frontline employees to improve quality assurance and efficiencies through mentoring and goal setting• Trained analysts on coaching techniques, audited their coaching sessions with frontline employees and provided feedback to ensure consistency• Instrumental in implementing improvements to business processes and procedures to increase efficiency, knowledge sharing and the customer experience • Participated in multiple projects as a subject matter expert to improve processes and procedures and ensure decisions aligned with business objectives• Responsible for the design, delivery and re-engineering of all BlackBerry Customer Care training globally• Filled in for managers when neededTeam Leader of BlackBerry Customer Care Associates Dec 2006-2008• Dynamically managed teams to meet and exceed metric and productivity targets • Utilized reports to identify and coach to attendance and behavioral issues • Conducted interviews and made hiring decisions

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  Minacs

  • Halifax, Nova Scotia

  • Team Lead

    • Jun 1999 - Dec 2006
    • Halifax, Nova Scotia

    Sales Leader In-bound Campaign May 2003- Dec 2006• Worked on the launch of the Hewlett Packard sales campaign • Liaised with the training department to design and develop training content for the campaign and trained two classes on Technology products and sales• Sales leader of the quarter (Second quarter 2006)• Attended various seminars on Time Management, Coaching and Development, Team Building, Leadership and Motivation to improve skill set• Filled in for the Sales Manager when needed• Participated in several company fundraisers to promote the Minacs Culture Team Leader Out -bound sales campaigns June 1999- May 2003• Consistent in developing employees to meet and exceed metric and quality targets• Responsible for facilitating client call-monitoring sessions on credit card campaign• Served on the interview panel for the Leaders in Training Program and was chosen as a mentor for this program each year

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  The English Institute of Multin and ECC English Institute

  • South Korea

  • English as a Second Language Teacher

    • Jul 1996 - Feb 1998
    • South Korea

    -Taught English as a second language to Preschool, Middle School and High School students as well as adults

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  Vista School Board

  • Bonavista, NL

  • Grade Six Teacher

    • Feb 1995 - Jun 1995
    • Bonavista, NL

    -Taught various components of the grade six curriculum-Led class discussions and worked with small groups and individual students-Planned and modified curricula material for various learning levels-Designed and taught full units of work in accordance with the objectives as set out by the Department of Education-Used learning centers to provide additional development for advanced students-Used a variety of techniques to determine student mastery level-Liaised with the Special Needs Teacher to develop lesson plans for special needs students

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  Burin Peninsula School Board

  • Grand Bank, NL

  • Grade Seven Teacher

    • Oct 1994 - Dec 1994
    • Grand Bank, NL

    -Taught French, Social Studies, Math and Physical Education at the Junior High level