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 quality monitoring.Responsible for identifying business needs, and creating improvement methods and facilitating change. Organized training and roll out for new materials and tools for 8 Contact Centers in 4 countries. Monitored adherence to any and all changes to company policy with additional coaching and corrective actions.Created the ‘Mattress Warranty Replacement Program’ process for Sears Canada.Assisted in the redesign and restructure of the Interactive Voice Response (IVR) for Sears Canada.

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 presence by engaging customers in online promotions and social media contests.

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 issues and concerns.Reviewed new processes for accuracies or inaccuracies, and basic understanding for deployment in new business overseas.

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 business within Sears Canada, including all retail, (in store, online, or catalogue) Sears Travel, Sears Photo Studio, Sears Home Services (small and major appliance service and repair) and Sears Home Improvements (roofing, windows, floors, HVAC).Asses all customer issues and assign to one of 30 Officers for customer contact and resolution.Contact customers on behalf of the President or Executive team to discuss concerns and find a quick and efficient resolution and compensation when necessary.Responsible for tracking of all Executive “cases”. Recording all pertinent information in a comprehensive central database to be reviewed by Executives from Toronto, Belleville, and Montreal. Provides support, leadership and guidance to the second tier escalation teams (Internal Quality Team) in each of the three Sears contact centres. Each team comprised of 10 - 15 associates.

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 monitoring)Handle any customer concerns complaints or other high level issues with courtesy and tact in order to provide a quick and efficient resolution.Provide frequent and consistent feedback to agents and maintain ongoing awareness of team and individual key performance indicators (KPI’s) and goals.In charge of motivating and encouraging a positive work environment by organizing monthly incentive programs for agents.Maximize potential of agents using established performance management methods and may conduct of assist in formal performance reviews.Monitored and managed absenteeism and punctuality

Mississauga Ont.

Customer Service Team Leader