Experience

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  Aimia Inc, TD Travel Rewards Centre

  • Dundas Street West, Etobicoke

  • Team Leader

    • Jan 2008 - Present
    • Dundas Street West, Etobicoke

    Responsible for achieving the Team monthly targets and yearly objectives.Key areas of focus:Performance management, Employee Engagement and Customer Excellence call quality metrics. Setting realistic targets, monitoring progress, analyzing data, performance metrics and introducing sales incentives for a Team of over 20+ . Key Accomplishments:• Led the creation and development of a new out bound sales department with the objective to improve customer retention and capitalize on upselling opportunities. Exceeded call out targets, increased revenue from card holder fees and increased sales by 20%. • Department was nominated and awarded a semi-annual award 2013 for demonstrating the true meaning of team work to achieve a client focused goal.• Introduced new metrics and instilled a competitive and disciplined atmosphere. Transformed under performing agents into high performers by setting expectations, explaining the metrics, monitoring progress and coaching them one on one in the areas of improvement. • Achieved year on year outstanding results. Increased travel sales, talk ratio, booking ratio. This improved the team's efficiency and the average handle time which had an impact on the overall call centre efficiency.• Improved customer experience and consistently achieved call quality over 90%, which had a positive impact on sales and customer loyalty.Technical Skills:M.S Office, M.S Outlook,Excel, Power Point, Call centre and sales database and technologies: NICE, IEX, Inview, Imprint, Engage, Avaya, Symposium and Sabre

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  Aimia Inc

  • Dundas

  • Team Lead

    • Feb 2007 - Jan 2008
    • Dundas

    Proactively involved with the call centre team and assisted with daily routine issues and took corrective measures and encouraged them to maximize potential to enhance customer experience. Improved my listening, analytical and problem solving skills by managing customer escaltions effectively. Introduced tips on how to minimize errors within the call centre resulting in a decrease in the number of escalations. Service recovery was a key to building customer loyalty.This was a challenging and rewarding experience.

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  Gray Mackenzie and Partners Travel Services U.A.E

  • U.A.E and the head ofiice in the U.K.

  • Manager

    • Jun 1995 - Jun 2003
    • U.A.E and the head ofiice in the U.K.

    Successfully managed a team of 16+Key areas of focus: New Business Acquisition, Revenue Generation, Employee Engagement, Performance Management, Customer Service.