Canada
Expanded scope to own the Customer Support operations portfolio and teams: - Program Management - Voice of Client - Data Analytics and Generative AI - System Operations (Zendesk, Ada, Telephony) - Chatbot - Training and Development - Workforce Management - Agent Quality Assurance
I stepped into this executive leadership role to steer our support team through the Covid-19 crisis. Highlights: - Led a team of 60+ FTEs in emergency support for those impacted by border closures, grounded flights, and suspended tours - Achieved a 5-year best in NPS in 2020 - Maintained industry leading contact centre results, never exceeding a 1hr call waiting time even at the peak of the crisis - Expanded into the German market, establishing a self-service strategy for internationalization and new language offerings - Created an outbound sales playbook and training strategy to close high-value group leads - Spearheaded a relaunch to the loyalty program, tapping into past customers and encouraging more return bookings I’m most proud of the excellent customer reviews we received through the pandemic. These are reflective of a “customer first” approach that allowed for a year of saved cancellations. Through strong operations, we successfully pivoted to being seen as a true revenue centre for the greater business.
I joined TourRadar to scale the Toronto sales and support team shortly after a 50 million Series C. The team tripled in size and became the largest CS site globally within 3 months at 30+ agents. My focus was to drive revenue and NPS results through a highly engaged, target driven team. I spearheaded projects related to ticketing tools, CRM, phone systems, and QA. Training and knowledge management was a major focus. I pioneered a global framework for individual learning and development through a skills matrix. This helped agents drive their own growth and maximize impact to the business.
Travel has always been a personal passion so when I became the first support manager of operations for Points Travel, I was excited to explore a new industry while remaining true to my tech roots. I could focus solely on the process, cost and performance of support using 3rd party vendors. In this role, I negotiated terms of service and cost through vetting vendor proposals and reviews of contracted KPIs at the call centre level. I became well versed in reporting on support metrics to internal stakeholders up to C-level, translating feedback into strategy, and executing to hit company goals. Over my time here, I was primarily responsible for outsourced contact centre cost and operations. I also oversaw: - Onboarding and training delivery for partner contact centres - People management of in-house Tier 2 escalation agents - Communication of key operational metrics including to both internal and external stakeholders
Manager of Support Services: NA and EMEA | September 2017-October 2017 I managed Vend's support teams in Toronto and London, UK. Working closely with our operations team, I analyzed support volume to optimize scheduling in order to meet SLAs. Together we established a new QA process where contacts were randomly selected and scored on criteria in line with KPIs. This helped surface opportunities to reduce talk time by inquiry type. I also worked closely with our Product team on cost-to-serve and NPS strategy. Team Lead | January 2016-August 2017 I was responsible for driving performance in the NA support team, including Product Specialists and Senior Agents. My direct reports increased from 5 to 15 people, servicing customers across phone, chat, and email channels. During this time I moved away from traditional classroom-style training and implemented a blended e-learning and peer mentorship strategy to onboarding. My team reported 100% approval rates for Learning & Development, Feedback & Recognition, and 96% on Leadership & Communication in Feb 2017 engagement results. In November 2016 I took on a 3 month project in New Zealand where I was responsible for onboarding a new support leadership team. Here I implemented a leadership program focused on coaching, communication, and performance management. Retailer Advocate | September 2014-December 2015 In this role, I worked with retailers across the world to leverage Vend in gaining the most value for their business. I also took a special interest in internal education, drafting and delivering software training presentations in NA and UK offices.
WSLN Learning Coach | May 2014-July 2014 World Service CCP | March 2013-May 2014