Experience

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  Sonnet Insurance Company

  • Canada
  • Insurance
  • 100 - 200 Employee

  • Manager, Training, Quality and Communications

    • Jun 2022 - Present

    Responsible for all training, content and communications for the Sonnet DCC. Also responsible for all of agent licensing.

  • Development Team Manager

    • Apr 2018 - Jun 2022

    Directly responsible for a team of 3 frontline Team Leaders and 3 specialty Team Leaders including the billing and back-office team and the Quality Monitoring team. This includes coaching and KPI management for these direct/indirect teams.

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  The Shopping Channel

  • 59 Ambassador Drive

  • Customer Care Manager

    • Jan 2014 - Feb 2018
    • 59 Ambassador Drive

    Managed the day to day operations of a sales and service department including escalation handling, coaching, employee relations and action plan management. Directly managed a team of 5 Team Supervisors and indirectly 80 frontline agents. • Implemented a new disciplinary and performance management program in partnership with Human Resources to ensure a consistent approach in addressing performance issues resulting in 10% fewer grievances for the year. • Selected to work on various process improvement projects including the revamp of the Intense Coaching Unit and Mentor Program after new hire training completion, which led to improved monthly metrics in probation including decreased Average Handling Time (AHT) and an increase in the 90 day retention rate of new hires.• Directed a committee focused on improving the top opportunities from the annual employee survey which resulted in a 15% increase in employee engagement scores.

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  CGA Ontario

  • Toronto, Canada Area

  • Contact Centre Manager

    • Jul 2012 - Dec 2013
    • Toronto, Canada Area

    Managed the day to day operations of a service department including escalation handling, coaching, scheduling, forecasting and key performance metrics for the department. Managed a team of 15 Customer Service Advisors. • Implemented a new telephony system (ICE) for the company. This included a new IVR, a reporting module, call capture and email management system. These modules led to fewer call transfers and a 5% increase in service level as well as enhanced knowledge of inbound call drivers. • Developed and rolled out outbound calling nights which increased new student enrolment numbers by 15%.• Developed monthly forecasts to ensure appropriate staffing levels for peak periods and implemented productivity and call quality metrics for the department. Improved staffing increased services levels by 15-20% and created the need to cross train other departments.

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  Tyco International

  • 95 Bridgeland Ave.

  • Technical Manager

    • Sep 2011 - May 2012
    • 95 Bridgeland Ave.

    Managed the day to day operations of a technical support department in the security sector focused on installer support. This included escalation handling, coaching, performance management and key performance metrics for the department. Managed 3 Team Leaders directly and 38 representatives indirectly.·Worked closely with Human Resources to revise the hiring profile for the technician role, enhancing employee retention and ensuring greater clarity around roles and responsibilities.·Created the job posting for the Technical Support Representative role, pre-screened candidates, scheduled and conducted interviews and negotiated starting salaries.·Hired 10 new Technical Support Representatives to bring department up to adequate staffing numbers to ensure that service levels were met on a consistent basis.·Developed performance objectives for each position within the department for the annual review process which drove accountability upon each employee.

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  Chase Paymentech

  • Technical Manager

    • Jan 2005 - Mar 2011

    Directing all facets of operations and technical support in a medium sized payment processing company. Managing 12 Technical Support Analysts and 2 Advance Product Specialists. ·Managed the merger of 2 diverse teams into one cross functional group which resulted in improved service levels and enhanced customer support for front-line clients.·Facilitated training for all staff on a new performance management system so that employees worked at a high performance level, in compliance with departmental standards.·Worked with each employee closely to ensure personal development through the usage of special projects and additional training, which ultimately impacted employee retention rates.

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  Bell ExpressVu

  • Operations Manager

    • Jan 1999 - Oct 2004

    Managed 12 Team Managers and indirectly 200 agents in a customer service and sales environment for a satellite TV company.·Created and implemented a nine-month project plan designed to increase the Employee Value Index (EVI), resulting in a 6% increase above the company average.·Led project team in charge of developing Team Manager Tools; new structure significantly streamlined data access for all managers.·Fostered employee development by creating management support positions. This provided employees hands-on management opportunities which enhanced employee morale and increased productivity.

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  Client Logic

  • Operations Manager

    • Jan 1997 - Jan 1999

    Oversaw the productivity and profitability of three third party programs including P&G Cover Girl, Kodak, and Chapters, in a blended 400 seat outsourced Call Center. Responsible for supervising a team of 6 Coaches and indirectly supervising a team of 80 Direct Marketing Associates in a 24/7 environment. Worked closely with the Client Relationship Manager to meet the client’s expectations.·Increased productivity by 10%, decreased absenteeism by 3% and increased quality scores by 5%.·Analyzed and managed P&G Cover Girl’s budget of over 4 000 000 per year to ensure client’s expectations were met.·Developed and implemented multiple bonus plans for the Direct Marketing Associates for both the P&G Cover Girl and Chapter’s accounts.