Amanda Teixeira Email & Phone Number

Toronto, On, Ca

Toronto, Canada Area

- Full ownership of medium to large-scale, complex research projects from inception (initiation and planning), project execution (monitoring and controlling), through to completion. Consistent management of multiple concurrent projects, proven ability to navigate through conflicting priorities and meet tight deadlines while maintaining high levels of client satisfaction and retention.- Key member of leading change within the company via transformation and innovation projects and technologies.- Involvement in the company rollout of the following technologies: IVR (Interactive Voice Response) survey methodology, SMS to Web survey methodology, Online marketplace platforms (including panel recruitment).- Development of departmental policies, procedures and official documentation including quality control, client satisfaction metrics, software training.- Specialist in the Political research sector- heavy involvement in procuring the sampling plans and methodologies for complex elections campaigns and trackers at the provincial and federal levels (Canada); and state and federal levels in the US. - Expertise in quantitative research- public and private sector, specifically healthcare, customer satisfaction, and consumer insights studies. Utilizing both CATI and Online or hybrid methodologies. - Acted as the client’s key point of contact, while developing and maintaining productive working relationships. Independently managed peer-level client relationships (expectations, communications, negotiations, escalation, risk management, feedback, etc.).- Mobilizing and holding both internal operations teams and third party/ vendor partners accountable for the on-time delivery of project tasks, providing timely updates and optimizing their output.- Track project performance, specifically to analyze the successful completion of short and long-term goals. Risk mitigation plans developed with clients to ensure budgetary objectives are met and adjusting as needed.

Toronto, Canada Area

- Responsible for a staff of approximately 4 managers, 15 supervisors and 250 interviewers. - Led the transition from an internal call center to several offshore locations (Jamaica, Pakistan, and Philippines), including a work from home initiative.- Honed change management skills through various restructures, workload fluctuation and transition of staff to working from home, and off shore call centers.- Accountable for all facets of day to day operations including performance management, evaluations, recruiting, quality, training, morale, budget and scheduling.- Resolve conflict with and among staff members as well as with respondents and clients- Initiate and facilitate changes and maintain open lines of communication between the call centers and various shift changes and among all levels within the operation.- Manage all projects, staff development, recruitment, hiring and training, scheduling and administrative tasks in a market research call center.- Develop and implement morale and incentive initiatives and administer progressive discipline as needed.- Responsible for the recruitment, hiring and training of interviewing, supervisory and management staff.- Create and conduct training sessions on communication, teamwork and effective feedback.- Troubleshoot various technical issues.

Toronto, Canada Area

- Manage a high volume of concurrent quantitative & qualitative market research projects in a 24/7 call center environment.- Maintain full project ownership in delivering high complexity custom market research projects ranging in revenue from $10,000-$250,000.- Recognized for meeting monthly and annual revenue and profit targets by maintaining >$100,000 in monthly revenue and profitability >30%.- Client consultant, offering guidance/ insight into survey design and execution, with a solid understanding of the data collection process.- Coordinate programming, data processing, internal and external sample to execute projects within specified timeline and budget constraints.- Subject matter expert (SME) across a range of industries with focus on Healthcare, Automotive and B2B. - Proactively anticipate, plan, troubleshoot, and overcome project challenges in a timely manner. - Designed and rolled out quality assurance processes, interviewer incentive processes, and project reporting processes.- Supervised project teams, programmers, database managers, call center team leaders, accounting, and internal operational staff. - Maintained excellent client and stakeholder relations, oversaw the development and management of all key accounts.

Toronto, Canada Area

- Responsible for a staff of 22 recruiters, and 1 supervisor.- Effectively managed recruitment of concurrent projects including ethnographic research, focus groups, mystery shopping, online bulletin boards and in depth interviews.- Ensure client expectations are met while maintaining industry standards of recruitment and incentivizing of participants.- Moderation of focus groups and in depth interviews. Procured and delivered comprehensive final reports of study findings to clients.- Accountable for performance management, evaluations, recruiting, quality, and training. - Developed and created ad hoc research teams in various markets within brief periods to ensure deadlines are met for custom national and international projects,- Facilitate in house focus group bookings and rentals ensuring client satisfaction and standards are met.- Recognized for utilizing and implementing innovative solutions to find difficult and niche market study participants.