Adrian Mella Email & Phone Number

Toronto, ON, CA

Toronto, Ontario, Canada

- Manage and maintain strong relationships with external suppliers in Canada, India, and the Philippines, and oversee the performance of over 500 front line agents servicing customers by phone and live chat- Partner with suppliers to meet Critical to Quality (CTQ) performance targets, communicate changes, and resolve day-to-day operational challenges.

Toronto, Ontario, Canada

- Coached, developed, and supported a team of seven Front Line Managers while overseeing Customer Service Operations in the Toronto contact centre with over 100 inbound phone agents- Set high performance standards and drove consistent performance management to improve agent efficiency and reduce the call quality defect rate

Toronto, Ontario, Canada

- Led a team of 4-5 specialists ensuring accurate and timely responses to public and private/direct messages in Capital One Canada's social media accounts (Facebook, Twitter, Instagram) and FAQ page- Documented processes in end-to-end social media response to highlight operational and regulatory risks, and implemented new policies and procedures

Toronto, Ontario, Canada

- Managed a team of up to 20 inbound and outbound phone agents and up to 15 case agents across the Toronto and Montreal contact centers, servicing multiple lines of business- Improved service level (SLA) attainment by identifying staffing gaps and collaborating with the workforce management team to optimize schedules- Worked closely with various internal.

Toronto, Ontario, Canada

Customer Service Operations

Toronto, Ontario, Canada

Operations Training Design and Facilitation

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Edmonton, Alberta, Canada