Bruce Charlton Email & Phone Number

Pickering, On, Ca

Thornhill, Ontario

Thornhill

Toronto, Canada Area

Supervised a team of 12 with 5 Call Centre representatives (both unilingual and bilingual), 3 Find Best Doc Coordinators and 4 Data Support RepresentativesManaged staffing requirements and daily operationsDevelopment and maintaining the Key Performance Indicators and tracking of progress through reporting, coaching and regular meetings with the teamsAssisted with development of departmental process documentation and implementation of such processesCollaborated with different departments within the organization on day to day activities which involved the varied areas of the company to ensure that call logs and caseloads were moved forward and actioned accordingly

Toronto, Canada Area

Supervised a team of 20 with 5 bilingual representatives onsite and 15 offshore at Manulife Philippines inbound Call Centre operations through evolving operational growth.Managed staffing requirements and daily operations, including first point of contact for Marketing department product promotions and prospect information gathering.Coordinated with offshore team lead to ensure team directives and objectives were met.Oversaw training of representatives, including onsite training and set-up of operations at Manulife Philippines.Coordinated, coached, and tracked Skill Shift sales processes and procedures for Licensed Insurance Advisor teams.Project managed outsourcing of Direct Response Television calls to TigerTel, and daily management of account.Coached team and monitored performance with team building meetings.Analyzed and generated daily reports on call flow, performance and telephone statistics for Sales and Marketing departments company-wide. Collaborated with external vendors for outsourcing calls, and development and implementation of offshore team in Philippines. Travelled to Manila regularly to work with team and ensure success.Motivated staff to achieve KPIs by standardizing process, coaching to ensure consistent service level, and created incentive and team building programs.

Toronto, Canada Area

Responsible for documentation of training materials and processes for approximately 45 Marketing Sales Centre staff on new and existing products. Coached and monitored approximately 45 for quality assurance on service delivery requirements. Reinforced training and reduced knowledge gap, improving performance and efficiency. Regulated training and discussed training requirements, arising from quality issues, with department managers Wrote and tailored scripts and process writing for department, ensure efficiency and precision of call structure. Reduced unnecessary talk times, and kept representatives focused on capturing pertinent information.

Toronto, Canada Area

Responsible for generating, maintaining, and updating information for post merger reimplementation of Intranet, for Customer Service and Claims departments.Revamped and developed new Standard Operating Procedures and Policies for claims and inquiries and ensured post merger integration and compliance of practices across operations. Resulted in smooth transition and efficient and effective performance.Trained new and existing staff on systems, claim processes, and product knowledge, including staff in Barbados Crucible offices on claims practices and procedures.Training and Audits of Third Party Administrators in Ottawa on Claims and Call Centre practices, including Group and OHIP/First Dollar claims, ensuring compliance.Contributed as member of integration teams for training on Liberty Health systems and processes for Waterloo, Toronto and Barbados staff. Participated on Health Council Group on consistency issues throughout regions.

Markham, On

Supervised health and dental claims staff of approximately 20 members per team, and managed daily workflow based on claim volumes as dictated by time of yearGenerated daily reports based on productivity and quality, as well as on-hand claim volumes.Handled escalated issues from internal, as well as external sources. Coached team members and reviewed monthly productivity and quality results on an individual basis. Facilitated one-one coaching and team meetings to train and develop staff Complied with corporate objectives and goals, resolving escalations, exceptions, adapted and collaborated with stakeholders to resolve issues. Achieved recommended KPIs for turnaround on cases and quality of service delivery

Markham, On

Handled escalated calls on all levels through resolution queue, walk-in customers, or direct mail. Collaborated with Customer Service, Marketing, Claims and Operations departments to resolve customer issues in a timely manner. Processed executive correspondence and escalation letters generated within department. Delivered presentations on procedures and process of resolution across departments. Participated in Standard Group Contract Re-Write initiative, including presentation and explanations to Call Centre staff.Submitted feedback to all levels of management on process and procedural issues identified.Communicated with customers on escalated issues, listening, processing information, and diffusing difficulties to resolve.

Markham, On

Processed Non Insured Health Benefits inbound calls from dental, pharmacy, and medical supply providers and made outbound calls for claim inquiries related to Native Indian and Inuit customers. Responded to inbound inquiries with speed and efficiency, ensuring accurate and timely communication of information. Met or exceeded all performance requirements for customer feedback, talk time/quality.