Michael Bertolini Email & Phone Number

Brant, ON, CA

Ontario, Canada

Ontario, Canada

Mississauga Ontario Canada

Toronto, Canada Area

Overseeing any major or minor projects from brainstorming phase unto completion. Including budget, learning materials, organizing training requirements, creation of new user tools, facilitation of training for all departments involved and tracking and monitoring all progress and successes.Conducted audits on all changes, including live and recorded call.

Toronto, Canada Area

Responding to Sears Canada customers in a timely and respectful manner on all avenues of online social feedback. (Facebook, Twitter, Google +, linkedin ect) Ensuring all feedback, weather positive or negative is addressed, and any escalated customer issue gets assigned to a member of the Executive Office for contact. Maintain a strong and reliable online.

Toronto, Canada Area

On temporary assignment:Responsible for undertaking an outbound warm call sales project. Including creating project budget and allowance, learning material and training guides, hiring, facilitating training class and hands on mentoring during project.Organized all CRM data for executive management reviewLead investigator on serious customer experience.

Toronto, Canada Area

Responsible for the intake of all Presidential level complaints and concerns, as well as any concerns directed to the executive or legal teams. Customer issues are received via mail, email, fax as well as social media outlets Facebook and Twitter. Occasionally face to face customer interviews for “walk ins”. Address customer complaints from all lines of.

Rexdale, Ontario

Responsible for coaching and development for teams of up to 15 - 20 agents.Organizing and dispatching service and repair technicians throughout Canada.Communicate department and organizational objectives and goals to agents.Monitor team compliance to quality standards using established audit procedures and systems. (i.e. Live and remote call.

Mississauga Ont.

Customer Service Team Leader