Experience

ShipTime

• Canada
• Freight and Package Transportation
• 1 - 100 Employee

• Customer Support Supervisor

  • Nov 2021 - Present

  -Hiring, training, and preparing call center reps to respond to customer questions and complaints -Troubleshoot problems (within our department’s capabilities) with our services -Ensuring customer service reps understand and comply with all call center objectives (i.e., service levels), performance standards, and policies -Identifying operational issues and suggesting possible improvements -Monitoring and evaluating each customer service rep’s performance, providing learning or… Show more -Hiring, training, and preparing call center reps to respond to customer questions and complaints -Troubleshoot problems (within our department’s capabilities) with our services -Ensuring customer service reps understand and comply with all call center objectives (i.e., service levels), performance standards, and policies -Identifying operational issues and suggesting possible improvements -Monitoring and evaluating each customer service rep’s performance, providing learning or coaching opportunities, and taking corrective action, if necessary -Working on various projects ranging from analyzing data to improving how-to resources for customers and other employees -Answering customer service reps’ questions regarding best practices or difficult calls.

• Customer Service Representative

  • Feb 2019 - Nov 2021



Mississauga Monarchs Basketball Association

• Spectator Sports
• 1 - 100 Employee

• Head Basketball Coach

  • Jan 2017 - Jan 2018

  -Delivering and operating a comprehensive basketball program -Instructing, co-ordinating and supervising, while ensuring the safety of all participants -Planning and evaluating the program -Setup and cleanup



Boswin

• Education Administration Programs

• Basketball Instructor

  • Oct 2016 - Jan 2017

  -Delivering and operating a comprehensive basketball program -Instructing, co-ordinating and supervising, while ensuring the safety of all participants -Planning and evaluating the program -Setup and cleanup



University of Waterloo

• Canada
• Higher Education
• 700 & Above Employee

• Marketing and Event Coordinator

  • May 2016 - Aug 2016

  University of Waterloo Athletic's Department -Project management for promoting varsity sport games -Marketing (i.e. planning, executing) -Responsible for checking and documenting varsity athlete's eligibility and other information -Assisted with several informational events to promote various services offered within the athletic department; speaking to parents and soon to be first year university students -Responsible for retrieving information from several staff members and organizing them into documents



CIA Bounce

• Basketball Player

  • Sep 2005 - Aug 2009

  Member of the AAU boy's travel team. Competed in several national tournaments over North America, as well as in France. Also included training camps and practices.