Sean Watson Email & Phone Number

Toronto, Ontario, Ca

Toronto, Ontario, Ca

Toronto, Ontario, Ca

Toronto, Ontario, Ca

San Francisco, Ca, Us

Toronto, Ontario, Ca

• Established outbound sales contact centre and designed outbound lead generation strategies.• Worked with stakeholders to establish requirements and set service level standards for sales agents.• Conducted new hire onboarding sessions and developed training modules for front line contact team.• Structured process and operational procedures for newly launched contact center• Developed reporting schedule, metric standards and established email and calling scripts• Responsible for managing over 70 clients from procurement to renewal• Delivered subject matter presentations at annual conferences for fortune 500 attendees

Toronto, Ontario, Ca

• Analyzed, defined and documented project development end to end from proof of concept, to business readiness testing to product launch• Oversaw day to day delivery of testing operations, including general direction for assigned work area and liaised with third -party vendors• Executed and evolved quality assurance best practices to promote the elimination or reduction of defect opportunities• Developed requirements for frontline training modules and system integration• Developed and maintained test plans, test strategies, and test cases while performing all testing activities including functional, system, regression, performance, and stress testing

• Evaluated daily key performance indicators and identify areas of improvement for frontline staff• Accountable for leading, managing, coaching and developing a team of Customer Care agents• Met and established production and quality goals through coaching of front-line staff• Managed team efficiencies and administrative functions• Prepared daily/weekly/monthly reports for distribution to executive staff• Demonstrated sound judgment and fairness when administering policies and procedures

Gütersloh, De

• Monitored and enhanced the performance of the team in the areas of productivity, following documented processes, customer satisfaction, schedule adherence and employee satisfaction/development• Coached and monitored team on daily stats and productivity• Enhanced the goals of quality support by providing individual coaching feedback sessions and weekly one on one modules that focused on improving customer satisfaction, communication skills and technical abil-ity• Liaised with client on daily conference calls and addressed current and emerging issues• Maintained Quality Assurance certification by performing weekly Quality sessions and Calibrations• Designed and facilitated client service training programs of class of 40+ agents

Gütersloh, De

• Coordinated and facilitated client service training programs for up to 40 new and existing employees as required• Oriented and delivered current policy and procedure training materials to newly hired staff • Ensured comprehension of information delivered by identifying employee skills and transfer of knowledge• Managed participant learning while creating a dynamic learning environment • Maintained official Microsoft training certification

Education record

Education record