Augustus Amul Email & Phone Number

Toronto, Ontario, Canada

Star Telecom is a Cloud Communications and Customer Experience solutions provider based in Toronto, Canada with customers spanning North America and Europe. Our services are designed to address complex telecommunication and customer experience needs of contact centres and enterprises. We solve specific client challenges by providing managed solutions like.

The NuVoxx team has two decades of experience delivering cloud-based hosted Interactive Voice Response (IVR) applications, voice broadcasting and other automated voice services. Over the years, the NuVoxx team has provided IVR services to some of the largest contact center outsourcing organizations in North America as well as a number of Fortune 500.

• Accountable for national program management, reporting and operations support in the achievement of Customer Experience KPIs/Targets across Rogers, Fido & 3rd Party Vendor Contact Centres (Consumer Care, Business Care.
• Developed call centre training programs and content to drive performance by analyzing customer feedback and employee scorecard data collected through Customer Experience Survey across Call Centres, Online Chat and.
• Identified, conceptualized and launched service initiatives to drive frontline engagement; influenced stakeholder buy-in, promote customer experience culture through recognition programs, Yammer initiatives, training.
• Responsible for Front-end administration of Verint Call Recording system across Rogers and Fido, proactive health monitoring, data management, user engagement & support and adherence to Privacy, PCI and PIPEDA.
• Managed Accessibility portfolio and led visually impaired team in providing business insights, removing inclusion barriers and participating in accessibility related initiatives to help improve the customer and.

• Launched an Agent level Quality Monitoring Program which elevated customer experience results (CSAT/LTR), increased compliance to business processes, improved resolution rates and identified process improvement.
• Project managed the onboarding of new 3rd Party QA Vendors in partnership with Procurement, Finance and IT Teams through RFP Process. Delivery of SOW requirements and agreement, coordinated TTT sessions with Rogers.
• Operations management of Quality Support Department of approx. 200 personnel. Internal (45 HC) and 3rd Party Offshore QA Vendor (160 HC). Maintained a 90%+ Employee Engagement across my vertical over consecutive years
• Developed new Quality Portal and Quality Expectations Tools accessible to Team Managers and Frontline Agents, one-stop shop dashboard to view team/individual performance
• Led and managed MBR and QBR sessions with QA Vendor Primes and Rogers Business Unit stakeholders to review performance results, targeted insights and set strategic objectives. Grew quality program portfolio to onboard.
• Improved operations efficiency & deep dive analytics efforts through innovation. Launched the Journey Mapping Tool which enabled the of centralization of customer interaction metadata attached to call recordings & chat.

• Responsible for National Compliance Reporting and cascading business insights to Senior Leadership, Rogers and 3rd Party Vendor Management Teams. Built and maintained strategic partnership with vendors and other.
• Innovated reporting playbooks and methods to ensure accurate and concise information is presented easy to understand
• Led, coached and motivated a highly skilled team of Senior Business Analysts, Program Manager, Database Analyst, Application Developer, Witness Administrators & Compliance Analysts in various regions (GTA and Moncton)
• Initiated and led Adhoc Deep Dive Analysis to capture business intelligence and insights, report on findings, provide actionable recommendations, responsible for team operations and budget allocation
• Provided strategic and operational leadership to Compliance Department, Reporting and Analytics Team. Oversaw Rogers Call Recording System Administration (Witness)

• Quality Operations team SME in Rogers and Third-Party Governance meetings to assess change management impacts, training requirements and Quality Programs and Customer Satisfaction impacts
• Successfully implemented various levels of complex changes within National Quality Operations such as System and tool Changes, Introduction of Net New Programs, Change to Coaching Methodology, Team Calibrations and.

Toronto, Canada Area

• Specializing in Weddings, Event Photography and Corporate/Fashion Portraiture: www.aperfectpicture.caCapture real moments, create beautiful art and establish strong connections with clients. Transforms photos into.
• Invite clients to experience product and service through 1:1 and group consultations. Create a welcoming, customized and well researched service to ensure client, vendor and creative partnerships reflect clients.
• Welcome collaborative consultations, recommendations and negotiations to ensure project scheduling, timelines, budgets and adjustments/issues are resolutions focussed and in alignment with client requirements
• Responsible for organic and targeted business development, implementation of sales and marketing strategies, facilitation of end to end customer experience.
• Recognized as a trusted professional through robust networks, industry leaders and referrals to promise and overdeliver project visions. Intuitively active listen, observe and research client values and relationships.

Course Completion

• Managing at Rogers • Seven Habits of Highly Effective People • Advanced Business Writing • Dealing with Difficult Conversations • Hiring.

Certification, Managing Matters

Diploma, Computer Programming Program

Diploma, Computer Systems Analyst Program

Public Speaking