Angela Wright Email & Phone Number

Markham, Ontario, Canada

Developed the LTC Operations Manager Onboarding Program, designed to guide Administrators, Executive Directors, and new Operations Managers through a new Operations Manager's first 90 days.Trained Employee Service Centre staff on Workday processes during the Workday integration.Project: FlexStart Operations Manager Onboarding Program for LTCRole: AdministratorImpact: Provided new Operations Managers with a customizable, on-demand training program. This initiative has decreased the hours required for one-on-one support from Learning & Development, while ensuring a consistent and flexible onboarding experience.

Markham, Ontario

Oshawa, On

Ontario, Canada

Develop and deliver initial and developmental training to call centre agents. Perform gap analysis, create and implement training plans to address agent needs and increase customer satisfaction scores. Write call handling process and maintain shared knowledge database. Coach and develop designated trainer skills in classroom facilitation and creation of training materials.

Ontario, Canada

Delivered quality training to CSRs with a focus on sales and retention. Successfully met retention and first time pass rates from the training programs. Coached employees how to reach sales and retention goals. Analyzed new agent call scores for learning gaps and developed job aids and tools using a variety of programs to facilitate agent learning and address employee needs and client requirements. Received client recognition for development of training tools

Ontario, Canada

Answered inbound contacts from customers. Delivered overview of services provided and educated callers about features of interest while exceeding sales and quality goals. Received client and Concentrix recognition awards for providing high quality customer service and achieving sales and retention goals.

Call Centre Agent 634-E, Call Centre Customer Care, Completed

Received certification as a journey person in the Call Centre Customer Care apprenticeship program.

Legal Administration, Law