Experience

e-TeleQuote Insurance Inc.

• Health & Life Benefits Sales Supervisor

  • Jun 2020 - Present

  Contact Center Manager



24-7 Intouch

• Team Leader

  • Oct 2018 - Jun 2020

  Coach, train, mentor and develop team members in customer service techniques, providingfeedback and encouragement toward reaching service goalsAssess workloads to meet business and client needsCreate, implement and maintain macros for email and chat service programsPOC for Operations and Training departmentsReview and approve monthly client billing invoicesCreate and maintain efficient scheduling to maintain optimal staffing levelsWork with client to create training… Coach, train, mentor and develop team members in customer service techniques, providingfeedback and encouragement toward reaching service goalsAssess workloads to meet business and client needsCreate, implement and maintain macros for email and chat service programsPOC for Operations and Training departmentsReview and approve monthly client billing invoicesCreate and maintain efficient scheduling to maintain optimal staffing levelsWork with client to create training materials, QA documentation and measurablesActing OM for daily operational functions for multiple BPO programsDaily and weekly data reporting to client and senior managementHandle under-staffing, terminations, and administering disciplinary proceduresDeveloped, implemented, and coordinated learning activities associated with client product andprocesses Show more Show less



Quest

• Insurance Claims & Roadside Assistance Specialist

  • Jun 2018 - Oct 2018



TTEC

• Training Coordinator & Team Lead

  • Jul 2017 - Mar 2018



Ameriprise Financial Services, Inc.

• Client Web Team Coach

  • Oct 2014 - Jun 2017

  Operate Efficient and Effective Delivery of Business as Usual; Strengthen Training and Content; Provide Effective Knowledge and Project Management; On-board and Train Experienced Advisor Recruits Effectively; Ensure SLA goals are met; Reduce Recoveries by coaching and leading through Lean to reduce human errors; Strengthen Employee Engagement; Quality Analysis; Employee Coaching, Feedback and Mentoring.



TELUS International

• Team Lead

  • Nov 2010 - Oct 2014

• S.M.E. - OPTIK

  • Apr 2011 - Apr 2013