A customer focused individual with over 10 years of experience working in a fast pace office / call centre environment dealing with a diverse client base. Extensive knowledge of call centre metrics, operations from workforce management to programming and scripting both inbound and outbound capacity.

Core Competencies:

Enthusiastically manage the development of team by ensuring that they receive an adequate amount of counseling, coaching and training

Encourages personal development

In-depth experience monitoring goal setting and problem solving

Highly effective research and preparation of new accounts

Strong comprehension skills and solutions focused

Recognized in delivering on commitments and ensures actions are consistent

Ability to adapt and excel in challenging and competitive environments

Excellent multitasking ability

Employment History:

Managing Director - December 2011 - present

Accountable for the operational excellence and efficiency of the call centre including:

Achieving KPI standards

Ensuring that quality of service is maintained

Financial objectives are met.

Developing and coaching of Call Centre Supervisors, Team Leaders, the Trainer/QA Coach and Programming Specialists;

Assess the need for, and the coordination of IT, programming and training requirements for new and existing clients.

Determines the costs and timelines associated with new account setup and programming.

Work with entire management team to ensure the highest level of support on-going and anticipate problems with staffing and equipment deficiencies

Identifies opportunities for improvement and manage the process of innovative change effectively