Francis M.

Operations & Service Delivery | Social Media | Digital | Customer Experience | Telecommunications | E-Commerce | Retail | Healthcare

Toronto, Ontario, Canada

About

Operations Team Lead with 14+ years of extensive expertise in customer experience and telecommunications, adept at leveraging platforms like Salesforce.com and Shopify Plus to drive service excellence. Demonstrates a visionary approach to enhancing service levels and key metrics, underscored by leadership in managing escalated queries and fostering strong interpersonal relationships. Committed to advancing industry standards through innovative system operations and API gateways, focusing on future-ready solutions in digital and e-commerce landscapes.

Experience

  • Operations Supervisor at TP
    May 2026 - Present · 2 mos

  • Healthcare Provider at Qualicare
    Mar 2026 - May 2026 · 3 mos

  • B2C Customer Service Representative at Pacific Smoke International Inc.
    Jul 2023 - Jun 2025 · 2 yrs

  • Operations Team Lead at IntouchCX
    Aug 2022 - Jan 2023 · 6 mos

  • Virgin Mobile UAE (Dubai, Dubai, United Arab Emirates)
    • Shift Lead / SME
      Jul 2019 - Jan 2022 · 2 yrs 7 mos

      - Supports 10-15 agents - Supervise 5 overnight agents - Subject Matter Expert for New hire onboarding - Handles Supervisory calls and Retention

    • Costumer Service Specialist / Social Media
      Aug 2018 - Jan 2022 · 3 yrs 6 mos