• Handled all schedule-related requests, including PTO, shift swaps and overtime for 50+ agents.• Determined appropriate schedules and made proactive adjustments to meet coverage and service objectives.• Report design for KPIs for Lion Customer Service Centre• Development of performance planning/coaching schedules for agents to ensure meeting of KPIs

• Handled all schedule-related requests, including PTO, shift swaps and overtime for 50+ agents.• Determined appropriate schedules and made proactive adjustments to meet coverage and service objectives

• Wrote reports outlining results to facilitate management decision making.• Identified operational and performance issues and worked with managers and subject matter experts to resolve concerns.• Help to successfully roll out past CRM releases by undertaking thorough and efficient User Acceptance, Regression, and Sanity testing.• Analyzed operational performance to identify pain points and provided actionable solutions to management.• Identified bottlenecks in processes and implemented new and improved procedures and policies to ease friction and improve productivity. Optimized several processes through continuous improvement projects already this year.

• Pursued sales goals with competitive approach and attitude of continuous improvement.• Addressed customer concerns immediately and promptly resolved issues to boost client satisfaction.• Contacted current and potential clients to promote new products.