Regional Operations Support Manager

• Aug 2021 - Present

Manager, Customer Care

• Sep 2019 - Aug 2021

Analyst - IT Communications, Change Management, Training & User Experience

• Jun 2018 - Sep 2019

Supervisor, Customer Service - Atlantic/West

• 2017 - 2018

Responsible for leading team members of a high volume call centre servicing direct and indirect customers and franchisees through a critical period of organizational change. Performed on-going evaluation and allocation of staff to ensure the team functions at optimum efficiency and effectiveness. Delivered best practices across people, process, and tools with an emphasis on coaching and positive relations with customers and internal stakeholders. Responsible for leading team members of a high volume call centre servicing direct and indirect customers and franchisees through a critical period of organizational change. Performed on-going evaluation and allocation of staff to ensure the team functions at optimum efficiency and effectiveness. Delivered best practices across people, process, and tools with an emphasis on coaching and positive relations with customers and internal stakeholders.

Customer Care Manager

• 2015 - 2016

Directed operations of the Customer Care call centre and managed a team of Customer Care Specialists handling order fulfillment, equipment troubleshooting, and service technician dispatch. Member of Senior Management Team and served as the key point of contact for customer escalations, SLA and KPI adherence, customer insights, and claim/billing resolutions. Directed operations of the Customer Care call centre and managed a team of Customer Care Specialists handling order fulfillment, equipment troubleshooting, and service technician dispatch. Member of Senior Management Team and served as the key point of contact for customer escalations, SLA and KPI adherence, customer insights, and claim/billing resolutions.

Supervisor, Logistics & Customer Service

• 2010 - 2015

Managed carriers, logistics, and customer service for the movement of over 1 million tonnes, or 32,000 loads, of agricultural commodities and crop inputs annually. Lead a team of Logistics Coordinators to effectively plan and execute freight movement through optimal scheduling at negotiated rates providing Cargill competitive advantage.

Logistics Coordinator

• 2009 - 2010

Instrumental in coordinating and implementing bulk truck movement by initiating, planning, negotiating, and scheduling to meet stakeholder needs and requirements. Promoted to Logistics Supervisor.

Sales Specialist

• 2005 - 2008

Successful sales of domestic and international travel and leisure products of the Air Miles Reward Program. Consistently exceeded target KPI by 20% or greater in a high volume inbound call centre. Successful sales of domestic and international travel and leisure products of the Air Miles Reward Program. Consistently exceeded target KPI by 20% or greater in a high volume inbound call centre.

Operations Specialist

• 2003 - 2005