Maintains and improves operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs. Meets department financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variance. Determines department operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies. Manage team, including employment and performance evaluation.

* Manage a team of Sales and Customer Service representatives who reply to our customers via emails, phones, chats and social media (Facebook, Twitter, Instagram, Bazaar Voice) * Performing employment and performance evaluations, and, if required, carrying out disciplinary action with respect to team members.* Daily coachings to ensure that quantitative and qualitative results are met, including but not limited to, sales objectives* Develop specific, customized coaching plans with sales and customer service reps, set monthly goals, linking behaviours with the required KPI's* Effective skill development of Sales and Customer Service Agents, specifically around, call management, quality, schedule adherence, behavioral growth and sales performance* Help maintain a positive and professional work environment by promoting team spirit and a sense of ownership and leading by example* Recommend and reinforce Aldo Group and Customer Contact Center standards and policies and help identify areas of improvement to ensure customer satisfaction* Provide team members with updates on their performance weekly & lead team meetings to encourage and inform team* Report technical issues in a timely manner to the appropriate departments through service desk Atlassian Jira* First level of escalation for any customer related situations* Monitor agents productivity and ensure that all customers accounts are created and updated correctly in CRM Salesforce* Create and run reporting to identify call volumes and customer behaviours * Real time management

* Responded to customers through multiple contact channels (phone, chat, email & social media)* Attract potential customers by answering product and service questions and suggested other products or services. * Provided and delivered professional, helpful, high quality service and assistance before, during and after the customers requirements are met. * Open customer accounts and recorded customer information through CRM Salesforce* Maintain customers records by updating account information* Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to resolve the matter; expediting correction or adjustment; following up to ensure resolution* Flagging any technical issues with our internal systems as well as our websites with management team & IT, to ensure a better customer experience* Process and review payment information through multiple POS systems, such as Moneris, Cybersource and XBR* Assisted customers complete their online purchasing while up-selling, cross-selling and capitalizing on each opportunity while deepening brand loyalty* Reached and exceeded all KPI objectives, such as average handle time below 7:00minutes, Quality Assurance of 90%+ and all sales targets

Worked Full time after high school (summer 2010) until November 2013 when began position at ALDOremained a part time employee from November 2013 until around April 2015- Serving customers - Preparing orders for special events (weddings, baptisms, birthdays etc..)- Making deliveries to customers houses- Working the cash register - Keeping a clean and positive work enviroment

Worked as an assistant cashier/customer service (Seasonal) November - January 2011-2012November - January 2012-2013- Customer Service (assisting customers with finding gifts for the holidays as well as shopping for themselves)- Sales (Up selling other products, such as leather protectors & accessories to pair with their purchases)

- Waitress during weddings, baptisms and many social events- Preparing the reception halls (decor, sweet tables, bar) - Cleaning up when parties were over

Part time Assistant front desk clerk- Assisted in entering data (Excel, power point) - Assisted in booking rooms for guests/groups (Travel Advisory)- Assisted with advertisement on social media (Facebook)