Brantford, Ontario, Canada
About Me I am a people-focused leader with a passion for helping individuals and teams reach their full potential. Throughout my career, I have built a reputation for fostering positive workplace relationships, motivating others to succeed, and creating environments where employees feel supported, engaged, and empowered to perform at their best. My experience includes leadership, operations, workforce planning, coaching, performance management, customer service, and process improvement. I thrive in fast-paced environments that require adaptability, problem-solving, and strong organizational skills. I enjoy bringing structure to complex situations, identifying opportunities for improvement, and collaborating with others to achieve meaningful results. What motivates me most is working with people. I take pride in building strong relationships, mentoring team members, recognizing individual strengths, and helping others develop confidence in their abilities. I believe that successful organizations are built on trust, communication, accountability, and a shared commitment to excellence. Known for my positive attitude, strong work ethic, and ability to lead with empathy, I am driven by opportunities to make a meaningful impact on both business outcomes and the people I work alongside. Whether coordinating operations, supporting customers, or leading teams through change, I am committed to creating solutions, driving success, and helping others achieve their goals.
Lead and manage a team of 40–50 customer support agents in a high-volume call centre environment. Drive team performance through structured 1:1 coaching, real-time feedback, and performance improvement plans. Consistently deliver top revenue performance across teams through data-driven decision-making. Analyze KPIs, including CSAT, productivity, and conversion rates, to optimize operational efficiency. Collaborate with internal stakeholders to align support strategies with business objectives. Implement process improvements that enhance customer experience and reduce resolution times. Act as an escalation point for complex customer issues, ensuring timely and satisfactory resolutions.
Tending to agents daily needs. Pushing performance and providing feedback on calls.
I got a chance to experience and try many different roles as a Billing -Chat agent, Cable - technical support representative and in Collections as a financial service representative.
Managed a team of 25–30 agents supporting high-volume customer interactions. Delivered ongoing coaching, call audits, and feedback to improve quality and consistency. Retention tools and discounts such as Churn based on customers tenure, financial hardships and extenuating circumstances. Understanding of Churn analysis to reduce cancellations and drive subscription renewals. Tracked and reported on team performance metrics and productivity. Resolved escalated customer issues with a focus on empathy and customer retention. Designed engagement initiatives, including contests and incentives, to improve morale and performance. Supported onboarding and training initiatives to reduce ramp-up time for new hires.
Handled high-volume inbound and outbound customer interactions related to billing, collections, and account management. Negotiated payment arrangements and resolved delinquent accounts while maintaining positive customer relationships. Delivered exceptional customer service while consistently meeting or exceeding performance targets. Engaging in retention strategies with CHURN to ensure long term success. Utilized CRM systems to document interactions, track accounts, and ensure compliance. Identified customer pain points and provided process improvement feedback to leadership. Maintained strong communication with customers across phone and email channels. Demonstrated adaptability in a fast-paced, metrics-driven environment.
Managed customer inquiries for home and commercial services in a high-volume environment. Scheduled service appointments and resolved billing issues efficiently. Ensuring customers see the continued value in product for re-enrollment by consistently providing open communication, knowledge and support. Prevent customers from cancelation requests with retention strategies and CHURN. Achieved high sales conversion rates for maintenance and service plans on HVAC equipment. Delivered excellent customer experiences through effective communication and problem-solving.
Scheduling same day furnace and water heater repair/maintenance appointments and providing customers with specific plans to cover these costly maintenance and repairs for their furnace water heater and ac units.
Filling farm orders, administering a range of vaccines , record and observe growth and development