Addison Or Email & Phone Number

525 University Ave

North York

Plan, organize, and execute (POE) special projects and incentive programs to support the overarching goals of the business, such as: Roam Like Home, Rogers Mobile Application Rewards, Device Launch Events, and In-Store Retention Program. Establish employee performance goals to drive achievement of KPIs. Field customer escalations; track and monitor staff schedule adherence; review CRTC complaints; review 50 calls per week; and facilitate weekly team meetings. Supervise 25 employees.Key Results:• Two-time winner of 2014 and 2016 “Circle of Champions” trip for Managers; surpassed KPIs on every target and ranked among the best-of-the-best nationally. • Powered consistent achievement of all KPIs – team won 2016 Business Impact Award and ranked 4th among 60 teams.• Boosted Net Promoter Score (NPS) by 25 points (2015 – 2016); managed site-wide customer experience portfolio.• Received employee survey scores within the top 10% of the company each year during tenure and secured an average 98% score for coaching effectiveness. • Elevated engagement, while cultivating a high-performance team culture.• Handpicked to participate in Leadership Development Program (LDP); mandated with executing special projects for senior leadership• Reviewed 50 calls per week to identify skill gaps and coaching opportunities; elevated performance results.

North York

Managed a high-volume workload and resolved ~400 inquiries per week. Drove achievement of multiple key performance indicators and benchmarks, including Customer Experience, Deactivations, Average Handle Time, and Cost per Save. Negotiated a balance between business objectives and client needs. KEY SKILLS:• Winner of Diamond Club (2012) – delivered best overall performance in all key metrics.• Promoted to “Sales Prime” (2012); delivered one-on-one coaching and drove a 50% lift in monthly team sales.• Selected to participate in “The Path” program.