Experience

Permacon

• Canada
• Wholesale Building Materials
• 1 - 100 Employee

• Customer Service Team Leader

  • Feb 2019 - Present

  Customer Service Team Lead responsible for Montréal, St Eustache and Metcalfe teams. Customer Service Team Lead responsible for Montréal, St Eustache and Metcalfe teams.



Ultramar

• Canada
• Oil and Gas
• 500 - 600 Employee

• Customer Service Team Leader

  • Jan 2016 - Jan 2019



Shaw Communications

• Canada
• Telecommunications
• 700 & Above Employee

• Supervisor Customer Care

  • Apr 2007 - Nov 2015

  Responsible for leading, supporting, and developing teams of 15-25 by providing on-going coaching, support and feedback ensuring our department and business objectives are met in a fast paced customer-focused environment. Teams ManagedPAS Team - National Personal Account SpecialistSED Mentorship – Agents mentored for CCSR (Customer Care Support Rep)Customer Care team - Customer Care Representatives Customer Relation Backups – Agents supporting C.R skill-setTechnical Support Representatives TeamCustomer Loyalty team – Loyalty Care RepresentativesKey Achievements •Personal Assistant Team Spearheaded national alignment for department as in Montreal and CGY Centers and brought visibility to ensure positive relationships within Customer Care Group. Increased productivity, efficiency and net gain by reducing customer churn rate of portfolio.• SED Mentorship Team:Instrumental in the ongoing development and success of this team and developing talent for Customer Care Support Team•Customer Care TeamHire, train, coach and develop team to drive business success through exceptional customer experiences while generating revenues and reducing expenses. Manage a high performing team, occupying #1 rank for all KPIs. Mentor peers in core strength areas; coaching, development, organization, planning, execution in order to bring them to manage high performing teams and positively impact business objectives. Participate in multiple customer care projects to increase productivity, knowledge, quality and service; brain teasers, Supervisor Activity, Training Program, HAFH, QA focus group, xplornet. Replace any Supervisor on vacation or leave and assist team alongside mine. Replace Customer Care Manager.•Customer Relations BackupsBuilt and organized program structure to Coach and develop future talent for Customer Relations Team while in the Customer Care department and meeting both Customer Care and Customer Relations business objectives. Show less

• Sales and Promotions Coordinator

  • Mar 2008 - Mar 2009

  Responsible to plan and promote call center initiatives and contests on national and regional level to deliver call center sales results. Liaise between Customer Care call center, Marketing team and Marketing Partners from providers. Build and deliver reports to Management team with sales and upgrades results daily and monthly



Grand International Trading

• Canada
• Wholesale
• 1 - 100 Employee

• Sales Account Manager

  • Jan 2005 - Mar 2007

  Service existing accounts and establish new accounts in Eastern Territory to drive sales results and participate in trade shows across Canada when needed Service existing accounts and establish new accounts in Eastern Territory to drive sales results and participate in trade shows across Canada when needed