Responsible for leading and managing an escalation team within Manulife Investments who support both Advisor and Client escalations. • Implemented Quality review program, KPI metrics for the team and standardized our processes.• Created JIRA board to track all items being worked on that focus on customer improvements.• Established support model for MMF and Wealth, including a full transition from GIP.• Improved our monthly reporting month over month by driving changes within… Show more Responsible for leading and managing an escalation team within Manulife Investments who support both Advisor and Client escalations. • Implemented Quality review program, KPI metrics for the team and standardized our processes.• Created JIRA board to track all items being worked on that focus on customer improvements.• Established support model for MMF and Wealth, including a full transition from GIP.• Improved our monthly reporting month over month by driving changes within Salesforce and Power BI enhancements. Show less

Leading a team of associates who deliver outstanding customer service when it matters most. The team works with customer's through their life journeys, from Birth, Disasters, Death and all of the significant steps in-between.

Responsible for leading and managing direct reports within Inforce Insurance. Policy Control, Disbursements, Titles, including day to day operations and project initiatives. Strong focus on coaching and development of staff• Strong focus on Quality – Ensuring the team is aware of expectations which help us all contribute to meeting the target.• Implemented a NIGO team who focus on managing NIGO requests and help us identify top NIGO Trends so we can work to reduce these. • Strong… Show more Responsible for leading and managing direct reports within Inforce Insurance. Policy Control, Disbursements, Titles, including day to day operations and project initiatives. Strong focus on coaching and development of staff• Strong focus on Quality – Ensuring the team is aware of expectations which help us all contribute to meeting the target.• Implemented a NIGO team who focus on managing NIGO requests and help us identify top NIGO Trends so we can work to reduce these. • Strong focus on Process improvements – I work very closely with the documentation team to ensure we have clear processes for our processors. Show less

Responsible for leading and managing the Quality and Training program for customer support within the Bedford office.• Managed 3 team leads, supporting 25 employees. • Improved site Quality scores, from 85% to 88% within 6 months, by providing upskill training and increasing focus on QA program.• Redesigned new hire training content, adding tests and quizzes, creating measurable outcomes.• Reorganized Quality program by completing interviews and defining roles and… Show more Responsible for leading and managing the Quality and Training program for customer support within the Bedford office.• Managed 3 team leads, supporting 25 employees. • Improved site Quality scores, from 85% to 88% within 6 months, by providing upskill training and increasing focus on QA program.• Redesigned new hire training content, adding tests and quizzes, creating measurable outcomes.• Reorganized Quality program by completing interviews and defining roles and responsibilities, creating a dedicated team with improved morale and focus. Supported equivalent program development for operations team.• Implemented new 360 quality program, increasing understanding of Verient capabilities and functions, improving agent morale, and increasing customer satisfaction.• Successfully managed team through change management, keeping focus on business goals.• Increased focus on service levels by creating new quality reports, identifying gaps in knowledge or processes, and providing 40 hours of advanced training for 100+ employees.• Managed team reviewing Remedy templates, improving efficiency by reducing templates.• Organized onsite training sessions, including Apples & Oranges and 7 Habits of Highly Effective Managers, enhancing leadership knowledge. Show less

Responsible for managing day to day operations focusing on service levels, coaching and development of our employees, customer experience and employee satisfaction.• Managed teams of 15 – 50 frontline agents, including temporary agents, remote teams located in Waterloo, and teams in Halifax. Reviewed service level targets and headcount requirements.• Improved team attendance 30% by setting clear expectations and having regular meetings.• Implemented dedicated team, focused on… Show more Responsible for managing day to day operations focusing on service levels, coaching and development of our employees, customer experience and employee satisfaction.• Managed teams of 15 – 50 frontline agents, including temporary agents, remote teams located in Waterloo, and teams in Halifax. Reviewed service level targets and headcount requirements.• Improved team attendance 30% by setting clear expectations and having regular meetings.• Implemented dedicated team, focused on increasing customer satisfaction (CSAT) scores, creating immediate 10% improvement.• Reviewed expectations in pod meetings, increasing team quality scores from 84% to 88%.• Improved BlackBerry Support programs by implementing projects including, creating new KPIs, overnight scheduling, and new QA evaluations, and managing temporary agents and remote teams and CSAT Team. Show less

Provided training, assisted agents with coaching and development, and supported customer escalations.• Created and providing new hire, refresher, and de-escalation training, including new hire training material for Remedy, SAP, and CIC systems. Improved customer satisfaction by equipping staff with effective knowledge and techniques.• Supported agents in resolving customer escalations, utilizing SME knowledge, improving customer experience.• Contributed at weekly meetings by… Show more Provided training, assisted agents with coaching and development, and supported customer escalations.• Created and providing new hire, refresher, and de-escalation training, including new hire training material for Remedy, SAP, and CIC systems. Improved customer satisfaction by equipping staff with effective knowledge and techniques.• Supported agents in resolving customer escalations, utilizing SME knowledge, improving customer experience.• Contributed at weekly meetings by reviewing or introducing new processes, training documents, and team trends from case audit reviews. Show less

Answered customer inquiries, provided troubleshooting for wireless phones and billing issues.• Mentored new hires, supporting onboarding process.• Answered direct customer billing questions, using SAP, consistently exceeding KPI results and meeting all quality expectations.• Assisted with escalation issues by following up calls requiring additional help.

Answered and assisted representatives with any technical questionsAssisted supervisors and worked internally with the client to resolve issues.Troubleshot equipment and coverage issuesResolved issues by working with representatives and internal systems with wireless serviceFiled Tickets for Customers with issues that Technical Support is unable to resolve