Adam Artur Charuta Email & Phone Number

Mississauga, Ontario, Canada

- Setup and GoLive of a new business (web-based) system for existing branches across Canada- Working with 10-100 employees per location- Pre-arrival preparation and data migration from old to the new system- Creation of workshop style classes in pre-UAT environment- Conducting training sessions on handheld devices in person and remotely via Skype/Cisco Webex- Training mid- and senior-management on advanced system functions- Generation and update of process documentation shared online with branches- Canada-wide travel (80% of time) for 2-7 weeks at a time- Post-implementation remote support (providing assistance via employee helpline and group email during on-call shifts)- Testing upcoming software releases in UAT- Scheduling - Equipment troubleshooting. Escalation to OCR Level 2 support if required- Cisco VPN and Webex, SAP Concur Solutions, Service Now, MobiControl by Soti, Avaya CSM

Mississauga, Ontario, Canada

- Inbound Customer Support via Voice, Email and Webchat- 4 Lines of Business- Planning, Design and Execution of Training Sessions - Curriculum Development: New Hire and Continuous Development- Demonstrated utilization of the ADDIE model- Litmos LMS administration- Assessment Creation- Soft Skills Training- In-class group size: up to 30 participants- Virtual Training - Adobe Connect, Webex, Zoom, GoToMeeting- Camtasia- Involvement in the Recruiting Process - Conducting Interviews- Supervision of New Hires During the Nesting Period - Side-by-side Coaching - Daily and Weekly Training Reports- Producing 90 Day Training Plan for the Client- Coordinating and Scheduling Training Sessions with the Work Force Team- Participation in QA Calibrations. QA Evaluations of CSRs- Producing Agent Documentation according to HR Requirements- Design of Job Aids- Mentoring of potential candidates to become future Trainers- WORKDAY portal utilization- On-boarding and Off-boarding of employees

Mississauga, Ontario

- Trainer for Petro Canada brand- Contact Centre Environment- Inbound Customer Support via Voice, Email and Webchat- Customer Groups: Individuals and Businesses- Product: Loyalty Program, Gas Savings Card Products, Car Wash Products, Credit Card- 8+ Client Systems. Citrix VPN. Web Based Applications. DB2. POS Platform by NCR- SugarCRM. Soft Phone- Design of Brand New Material and Adapting Provided Material- New LOB Training Design and Launch- LMS Management

Toronto, Canada Area

- Up to 25 Participants - 5 Day In-Class Curriculum + 1 Week of Nesting- Appliance Delivery Support- 2 Tiers of Support: Inbound and Outbound Calls / Emails- Soft Skills- Multiple Systems + Email Access and Sharepoint- 4 Client Systems. SAP- Citrix VPN- Avaya HardPhone

Toronto, Canada Area

- Up to 25 Participants - 10 Day In-Class Curriculum + 1 Week Nesting- Promotions for US Market- Inbound Calls- Soft Skills- Multiple Client Systems (5) + Email Access and Sharepoint- SAP CRM- PrizeLogic- Helpdesk and ZenDesk - Ticket Creation and Access- Troubleshooting- Galaxy S line, GearVR, GearFit, Appliances and TVs- Early Connect eLearning

Toronto, Canada Area

- Busy Contact Centre Environment (Phone, Email and Online Chat)- Inbound and Outbound- Client and In-House Curriculum. Length: 1hr - 8 weeks- New and Current Hires. Group size: 1-30 participants- Multiple clients in Both US and Canada: Streaming Service, Mortgages, TV / Internet / Phone Service Providers, Home Improvement Store and Consumer Electronics Manufacturer- In-Class and on the Floor Facilitating - Nesting, Side-by-Side- Coaching Current Employees- Mentoring New Additions to the Training Team- Daily Training Reports and Monthly Suggestions for the Client- Support to the Operations and Recruiting Department

Toronto, Canada Area

- Up to 25 Participants - 6 Weeks In-Class Curriculum + 2 Weeks Nesting- Satellite TV Service for US Market- Inbound Calls- Sale / Resale / Retention- Tier 1 Technical Support- Billing / Handling Payments- Soft Skills- 1 System + Sharepoint + Website- Client System: Rio

Toronto, Canada Area

- AT&T University Certified Trainer- Up to 25 Participants - 6 Weeks In-Class Curriculum + 2 Weeks Nesting- IPTV / Internet / VoIP + Mobility for US Market- Inbound Calls- Sale / Resale / Retention- Billing / Handling Payments- Tier 1 Technical Support: Internet Gateways, Cell Phones- Soft Skills- Multiple systems + Knowledge Library + Website- Client Systems: U-CRM, Telegence and System X.

Toronto, Canada Area

- Up to 5 Participants - 5 day In-Class Curriculum + Nesting- Canadian Market- Inbound and Outbound Calls- Mortgage Collections - Payment Inquiries- Soft Skills- 1 System + Sharepoint

Toronto, Canada Area

- Up to 30 Participants - 10 Day In-Class Curriculum + Nesting- TV Streaming Service for US Market- Inbound Calls - Sales / Up-selling / Retention- Billing and Payment Handling- Soft Skills- Technical Support: Streaming Devices (Roku, Amazon Fire, Nexus Player, Chromecast), PC/Mac, XboxONE; Android and iOS App Troubleshooting - Multiple Systems + Sharepoint + Website- Client Systems: Salesforce, Icepak

Toronto, Canada Area

- Streaming Service- US market- Tech Support and Sales- Bilingual (Polish)- In-bound calls

Toronto, Canada Area

- High Tea Service, Special Events, Bar, Room Service- High volume service - up to 800 patrons (Christmas Day)- Micros POS- Up-selling

Toronto, Canada Area

- Luxury boutique hotel with a 24/7 Restaurant and Room Service- Shift leading/worked unsupervised- Working with Front Desk and Housekeeping Departments- Training New Hires- In-Person and Over-the-Phone Order Taking - Beverage Preparation (Alcoholic, Non-Alcoholic, Specialty Coffees, Milkshakes)- Micros POS- Up-Selling

Toronto, Canada Area

- Final Cut Pro- Prepping Supers and Audio Files- Logging and Organizing Projects- Sourcing Stills/Footage- Prepping EDL, OMF Files- Archiving Project Elements to LTOs- Client Services- Office Management

Leeds, United Kingdom

- Hilton Leadership and Hilton Brand Trainer Programs- Banquets, Room Service, Fine Dining Restaurant, Coffee Shop, Bar and Concierge Departments- Silver Service, Fine Dining, Wine Service and the Art of Coffee Making- Daily pre-shift Briefings and Handovers- Programmed Micros POS / User Management / Reports- Training New Employees According to Hilton World Brand Standards - Taught Up-Selling and Suggestive Selling Techniques to Current Hires to Increase the Revenue - End of Day Closing Procedures (Reports / Cashing Out / Stock Ordering / Inventory Count)- Managed Teams of 5-10 Members

Brisbane

- Shift Leading / Worked Unsupervised- Working with Front Desk and Housekeeping Departments- Training New Hires- In-Person and Over the Phone Order Taking - Beverage Preparation (Alcoholic, Non-Alcoholic, Specialty Coffees)- Micros POS- Up-selling / Suggestive Selling