Brendan Ledger Email & Phone Number

Toronto, ON, CA

Toronto, Ontario, Canada

Leading the teams that deliver 11/10 experiences to our customers each day!

Toronto, Ontario, Canada

Building the foundations to take 7shifts Support to new heights!Over the past 2 years we have:- Continued to deliver customer love as our company grows in Product & Revenue- Implemented new technology to better serve our customers including chat bots, new phone & chat systems & knowledge base- Built our operations team to support the growing needs of the.

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Aligning talented people on self-service, product enablement, quality control, tech stack & data and process improvement to allow our Support team to deliver!

Toronto, Ontario, Canada

Stepping in to lead & support our retailer onboarding team as they transition to a new leader (and making a few improvements along the way).

Toronto, Canada Area

• Leading a team of talented Technical Support Agents, Team Leads and Product Specialists in providing award-winning Customer Service and bringing delight to our retailers. Over the past few years in Vend, I've built the.
• Provide strong leadership and be the face of support in North America
• Develop strong Team Leaders to effectively manage the team and day to day operations
• Ensure the team is performing at their best while they feel at their best
• Recruit excellent talent to join our team
• Develop people into different roles with Support and the rest of the organization

Stood up our retailer onboarding team in Auckland (remotely) while acting as a consultant on our biggest account to date before handing over to the local Team Lead.

Auckland, New Zealand

Lifted engagement, enhanced culture and improved results through passionate leadership and a drive for service excellence while we searched for a new leader for the team.

Toronto, Canada Area

Stepped forward to lead the team through a transition of change in leadership and operations.

Toronto, Canada Area

In this role, I was a Customer Support Specialist bringing my years of experience in Customer Support to the forefront to deliver exceptional customer service.Key Responsibilities:Support a complex Saas product through phone and ticketsProvide great customer serviceBe a mentor to others newer to the workforce

Toronto, Canada Area

Achieved 103% of Quota in Q4 2016 - My First 3 months in a Sales role. 110% in my first full quota month.Building lasting relationships with new and existing clients, taking a consultative approach to providing telephone and access solutions to Small Businesses across Canada. Strong knowledge of IP-Voice Solutions, Dedicated Access, Hosted Phone Systems.

Responsible for delivering projects and process improvements for the Customer Operations teams. I worked closely with a number of customer facing operational teams taking a project from idea to delivery; ensuring what is delivered is in scope and adds value to the business and customers. In this role, I worked with a number of different delivery teams.

Tasked with bringing three elements of the team (Training, Development and Quality) together to deliver one prioritized road map and hit strong targets. I succeeded in this role by setting KPIs, reviewing the 'as is' operations of the team, identify opportunities to add value, creating a prioritized road map and influencing the teams' behavior to deliver.

Trained new and existing Customer Support Representatives on Sports betting, eGaming and procedural knowledge.Identified a need for training analysis and implemented reporting to allow us to track progress and improve our training.Developed a more efficient way to grade and track CSR contact quality scores that saved time and helped quantify knowledge.

First point of escalation for Customer Support Representatives and Customers.Provided excellent customer service ensuring a customer's query was resolved to satisfactory.Coached CSRs on Product Knowledge, Soft Skills and Procedures.

Assisted customers through Live Help, Phone and Email.Constantly achieved Quality, Productivity, Handle Time and CSAT scores.A guru of eGaming Queries, Processes and Products.

Developed promotional campaigns and delivered to customers through multiple CRMs.Updated multiple CMSs with promotional content.Reported and analyzed customer's game play to improve marketing campaigns.

Business Management, Bachelor Degree Level 8

Education record

Leaving Certificate