Experience

Helix Global Solutions

• Canada
• Consumer Services
• 1 - 100 Employee

• Customer Service Director

  • May 2007 - Present

  Responsible for hiring, coaching, developing and driving performance to ensure client and department targets are met or exceeded. Manage all call center metrics and KPIs to drive performance such as productivity, service levels, reduce transfers, improve first call resolution, optimization of all queues, calls/hour, occupancy, AHT and longest call waiting (less than 2% rate for over twenty second wait). Oversee a team of 25 employees which comprises of call center agents for a call center, operational 7 days a week along with customer service representatives for both local and International customers. Scheduling, weekly and monthly internal reporting as well as client monthly reports .



Proax Technologies Ltd.

• Canada
• Automation Machinery Manufacturing
• 100 - 200 Employee

• Purchasing Manager

  • Nov 1998 - May 2007

  Making sure that inventory levels were well identified and objectives were met. Orders were fulfilled within the expected Service level agreements and Stock was properly updated as needed. Making sure that inventory levels were well identified and objectives were met. Orders were fulfilled within the expected Service level agreements and Stock was properly updated as needed.