Prepare needs analysis for commercial and residential installations, connections, service additions and disconnections of all Cogeco Inc. services. Install, test, troubleshoot and network repair to bring services up to industry standards.• Complete scanning testing and upgrading to HFC Networks, Telephony, PSTN and PBX environments• Responsible for checking IP addresses, telephone demarcation, CATV connections, configuring modems and testing connections to ensure they are live and… Show more Prepare needs analysis for commercial and residential installations, connections, service additions and disconnections of all Cogeco Inc. services. Install, test, troubleshoot and network repair to bring services up to industry standards.• Complete scanning testing and upgrading to HFC Networks, Telephony, PSTN and PBX environments• Responsible for checking IP addresses, telephone demarcation, CATV connections, configuring modems and testing connections to ensure they are live and responsive• Manage commercial customer requests for installation and activation of all new products or service upgrades• Install and service cabling infrastructure and devices for cable, telephone and internet services; includes pre-wiring, installation, termination, testing and incident reporting • Train clients on hardware, software and end user applications• Onboard new employees to field operations and procedures Show less

Administered enterprises’ training portfolio comprising of 18+ distinct lines of business, impacting 5000+ internal and external staff members.• Analyzed learning requests and created response for change management pertaining to skills development of individuals and organizations• Supervised training of onshore and offshore operations teams and staff as well as conveyed expert post-training debriefings• Oversaw operational proficiency (KPI) of all internal and external agents for… Show more Administered enterprises’ training portfolio comprising of 18+ distinct lines of business, impacting 5000+ internal and external staff members.• Analyzed learning requests and created response for change management pertaining to skills development of individuals and organizations• Supervised training of onshore and offshore operations teams and staff as well as conveyed expert post-training debriefings• Oversaw operational proficiency (KPI) of all internal and external agents for three months post training• Managed a team of 14 senior trainers responsible for building and implementing interactive training modules by utilizing in-person/virtual platforms and web-based learning applications• Led incorporation of virtual training and eLearning mentoring sessions reducing annual travelling expenses by $10M Show less

Developed documentation and lesson plans for 8-10 annual classes consisting of 15-28 new hires. Supported preliminary/continuous training modules comprising of 70+ internal and external staff members. • Mentored partner trainers on internal requirements and evaluated their performance• Collaborated with project management team and provided real-time feedback on training initiatives• Supervised employee training activities for all internal and external programs, projects, and… Show more Developed documentation and lesson plans for 8-10 annual classes consisting of 15-28 new hires. Supported preliminary/continuous training modules comprising of 70+ internal and external staff members. • Mentored partner trainers on internal requirements and evaluated their performance• Collaborated with project management team and provided real-time feedback on training initiatives• Supervised employee training activities for all internal and external programs, projects, and campaigns• Successfully planned and launched new partner sites for employee on-boarding and training operations• Interviewed and recruited new agents in adherence to project launch requirements and strict deadlines• Achieved highest performance statistics within the enterprise Show less

Performed monthly assessments on external agents’ set KPIs, devised subsequent reports and delivered them to executive management.• Enhanced thorough site performance for internal/external partners• Collaborated with quality assurance leaders and produced internal/external quality grid• Mentored, coached, and successfully led a team of 25 loyalty specialists focusing on agent quality, process improvement, and performance• Drove overall quality metrics by formulating job aids… Show more Performed monthly assessments on external agents’ set KPIs, devised subsequent reports and delivered them to executive management.• Enhanced thorough site performance for internal/external partners• Collaborated with quality assurance leaders and produced internal/external quality grid• Mentored, coached, and successfully led a team of 25 loyalty specialists focusing on agent quality, process improvement, and performance• Drove overall quality metrics by formulating job aids, huddles, and learning plans Show less