British Columbia, Canada
Among my achievements:
• Change Activist & Keynote Speaker to bring the Customer Service Industry to the future at the Future Call Center Summit held at Orlando FL.
• Lead strategist in changing national Contact Management at Best Buy & Future Shop Canada . Created a brand new Vendor Quality Assurance and Contact Center Management Strategy to improve Contact Center & E-Commerce Channels
• Multiple awards and accolades including Manager Award for Most Improvement in CSAT in all of North American Call Centers, an honor bestowed by SQM Group.
• Expertise in building Internal & External Brand Presence using social media for hiring, retention, ESAT, CSAT as well as gaining efficiencies.
• Change Leader with extensive experience with both process and system change leadership. Successfully led outsourcing of Product Tech. Support from Maryland, USA to New Delhi, India and established Contact Center with the assistance of Training and Operations Support Teams both in the US and India.
• Relationship builder with a proven track record of driving positive results and sharing best practices.
• Information Technology expertise allowing bridging of the Operations and IT Leadership.
Specialties:Call Center Operations Leadership, Strategic Outsourcing, Process Optimization, Leadership development, Recruitment Strategy, Cross Functional Projects, Policy/Procedure Development, Operational Streamlining, Cultural Management, ROI Accountability