Greater Montreal Metropolitan Area
Bilingual, professional communicator and active listener who leads, motivates and inspires team members on all levels. Experience in effective operational leadership provided to colleagues and direct reports, in mentoring direct reports for career development and succession planning, in root cause analysis based on metric reporting, surveys and feedback in order to build better coaching sessions and in meeting Service Level Agreements (SLAs). Able to manage and customize CRM tools such as Remedy, and to create project management and process improvement training programs
Managed a team of 6 analysts; managed the systems and resources responsible for monitoring, tracking and producing effective call centre forecasts, schedules, and analysis, as well as key operational reports to ensure achievement of operating objectives. Achievements: Worked with direct reports to assure similar processes and procedures are used in Montreal as are used across the North American enterprise. Revised and implemented 10+ processes in order to assure uniformity between sites in Montreal and Concord. Increased accountability of WF analysts through mentoring, coaching and off-site communications training, resulting in better time management, communication between peers and process efficiencies, allowing the team to function despite 30% less staff due to maternity leaves.
Managed a team of 66 associates and 3 team leaders. Handled change management to introduce new concepts and to prepare the team for company-wide business alignment change (SAP, Service Model Transformation Project). Prepared, processed and conducted annual performance appraisals for team members. Achievements: Restructured the Care Centre staffing to optimize productivity, reduced AHT, optimized analysis/reporting, workforce planning; provided adequate coaching and training to associates in their new roles. This impacted service level productivity by 30% and maintained an 86% average in quality scores. Introduced a merit pay program, clearly defined KPI’s and scorecards, impacting employee satisfaction. Conducted regular associate feedback sessions, and communicated to management team. Employee engagement survey scores were increased by 20%. Prepared the centre for implementation of the Service Model Transformation project, by ensuring proper training and development of associates, efficient resource allocation for testing and consulting, defining new roles and responsibilities for all positions in the centre; introduced change management plans for mandatory overtime and use of vendor support and introduction of new software to improve customer satisfaction scores (Echo surveys, Virtual hold, etc.). Customer satisfaction scores increased by 20%.
Managed a team of 8 analysts whose responsibilities included: training and assisting Lloyd’s stakeholders who were using a proprietary platform (Lineage) specifically created for Lloyd’s brokers, coverholders and underwriters. Ensured that proper tools were in place for measuring staff productivity; coordinated with IT on all Disaster Recovery issues in relation to the Contact Centre. Produced reports and quarterly PowerPoint presentations on productivity and progress of Contact Centre Analysts. Hired staff, carried out performance appraisals and made salary recommendations. Achievements: Reduced the number of processes by empowering staff to review and update existing processes as well as eliminate any that were unnecessary, resulting in better productivity, and improved understanding and ownership of staff towards their responsibilities. Increased First Contact Resolution by 10%. Reduced Average Handle Times by 60 seconds with the introduction of new reports.
Managed a team of 10 retention representatives. Facilitated the transition from analog to digital Boomerang devices. Improved and maintained agent productivity through report analysis, training and coaching. Hired and evaluated staff. Produced statistical reports for the Operations Manager to monitor SLA delivery standards for the team. Achievements: Coached and trained staff on different sales techniques in order to achieve a 60% conversion rate. Developed and implemented reports based on Interactive Client software, resulting in meeting the standard call metrics required by management. Maintained less than 5% abandon rate.