After returning from Maternity leave in April of 2010, I continued as the Script Auditing Team Lead role, moving to the role of Account Manager shortly thereafter. Responsibilities included managing a team of 25+ individuals, completing internal quality for the Quality Assessors, sending daily compliance / procedural infractions for remediation, pulling all reporting (weekly, monthly, and quarterly), hosting coaching sessions on an individual level, hosting co-operative learnings with all Quality Assessors, delegating workload, reporting to the Vice President on a weekly basis, and meeting with the client on a daily and weekly basis.

Returning from maternity leave in May of 2007, I returned to Concentra Solutions as a Quality Assessor. I was responsible for quality monitoring multiple lines of business for contact centers in the business & finical industry. Analyzing analytics of call center Agents using multiple methods of scoring methodology to provide feedback and focus on Customer / Agent engagement along with development and growth in Customer experience. It was also imperative Agents were following regulatory compliance and procedural guidelines. This was outlined within the feedback provided. In 2007, I moved into the Script Auditing department as a full time auditor. The Script Auditing department was responsible for ensuring all scripting had been programmed correctly into the CSR / TSR screens. Any discrepancies noted were sent to the vendor for correction. Once corrections had been made, screens were checked again for accuracy. In February of 2009, I moved in to the Script Auditing Team Lead position. I was responsible for delegating workload, daily / weekly client meetings, finalizing billing numbers, completing all weekly, monthly and quarterly reporting. In June of 2009, I began a 10 month maternity leave.

Moving to the Pharmacentra Team in 2004, I was responsible for marketing new medications in the pharmaceutical industry to Physicians, to assist in expanding their knowledge on medical information available to provide to their patients. I was also involved in the Pharmacy Locator program which is a cutting edge program available to patients that assists in locating medications prescribed to them at pharmacies near their home. I began a 15 month maternity leave in February of 2006, returning in May of 2007.

Beginning my career as a Quality Assessor, I was responsible for quality monitoring multiple lines of business for contact centers in the business & financial industry. Analyzing interactions of call center Agents using multiple methods of scoring methodology to provide feedback and focus on Customer / Agent engagement along with development and growth in Customer experience. It was also imperative Agents were following regulatory compliance and procedural guidelines. This was outlined within the feedback provided.

Working at Tim Hortons assisted in developing my people skills along with furthering my customer experience interactions. As a shift supervisor, I was responsible for assisting management in monitoring the day-to-day activities of subordinates, aiding in monitoring associate productivity, assigning responsibility for specified work and/or functional activities within the framework set by management, giving work directions, and monitoring scheduling for adequate shift coverage. This position also maintains knowledge of and monitors compliance with all corporate standards and, through leadership and example, encourages the highest level of sales and customer service performance by other associates.