Carline Kropf Email & Phone Number

Canada

Canada

Kitchener, On

Kitchener, On

• Successfully overseeing two Bell Canada lines of business in a Customer Contact Centre environment, ensuring the departments are efficient and profitable while exceeding customer and client expectations.• Monitoring existing processes and analyzing their effectiveness; creating strategies to improve productivity and efficiency; managing quality assurance programs, while supervising and developing Managers and customer care/ loyalty representatives.• Organizing, inspecting and producing various reports to illustrate areas of success and to isolate sections which require improvement while communicating on a daily basis these findings to stakeholders, customers, clients and employees.• Supervising a staff of 8 Managers, and 140 agents while maintaining a productive, rewarding, and financially viable work environment.• Managing multiple projects contemporaneously - always maintaining quality results and assuring to meet all requested timelines.• While driving successful results and leading a motivational and organized management team, I also successfully maintain a transparent and mutually respectful relationship with the client (Bell Canada). I am able to communicate my department's accomplishments, simultaneously proposing and designing initiatives to continuously improve.• Solving problems is a core responsibility in my day to day tasks whether I am fixing agent/managers' schedules, payroll issues, IT concerns, agent/manager conflicts, disciplinary conversations and Bell's process/application issues.• Continuously improving Leadership by developing and executing workshops; holding weekly team meetings and conducting weekly one-on-one meetings with each of my Team Managers.

Nordia Head Office

• Accountable for the organization, execution and outcomes of all 12 Training teams (31 lines of Bell business) across Canada and ensure each team member had a defined role; created measurable objectives, established high expectations, and assigned accountability.• In 2014, my team trained over 2700 new agents and cross-trained over 1400 tenured agents into new lines of business and planned/executed the launch of 5 new call centres while reducing training attrition by 11%.• Instrumental in the creation and execution of Nordia’s new Training team structure by creating a 11 page SOP adhered to by all teams; constructed our teams’ job descriptions; hired and lead my own management team; built and initiated new processes to improve daily activities.• Spearheaded the overhaul of Nordia’s Training curriculums, minimized the theoretical material and increased the practical component of the training course which led to the substantial reduction of training timelines, improved on-boarding performance with significant impacts to cost savings.• Ensured maximum impact of training programs by establishing metrics which indicated successful delivery and knowledge transfer, and communicated accomplishments and areas of opportunity to all Trainers – improved future classroom and production results.• Assisted in the development and controlled the execution of training strategies/plans for large scale training initiatives/projects outlined by the client or partnering with Senior Management to jointly assess and determine necessary knowledge, skills and abilities required to perform effectively and efficiently. Develop training solutions to address identified performance or process variances.

Kitchener, Nanaimo, Orillia, Sherbrooke And Quebec City

• Managed and developed training and recruiting teams, by supporting five Call Centres concurrently with 15 staff members at one time.• Led and drove training quality and consistency for all lines of business in each centre.• Was accountable for managing agents, Trainers, and associate Trainers during the training process, including coaching sessions, disciplinary actions, and when necessary terminations.• Responsible for all training programs and training outcomes, conducted needs' assessments, subsequent training, and evaluations as a result of product, process, or technology changes.• Determined the best instructional methods for each training session and ensured all in-class training is in compliance with customer requirements and the financial indicators of the centre .• Provided a support system to Operations during the transition of employees post-training, as well as outside of the initial training environment when gaps in knowledge or performance were identified.• Participated in the recruitment process (pre-screening, testing, and interviewing) for new hires.

Kitchener

• Promoted to management in 2008 and was responsible for managing 6 Trainers, as well as the organization of resources and assurance of delivering a quality training program for all 6 lines of business – Bell Mobility Consumer; Bell Mobility Prepaid; President’s Choice Mobility; Bell Satellite Television, Bell Relay Service and Credit Approval Service.• Improved the training attrition within the first twelve months in my new position; reducing the attrition by 10%.• Organized, executed and managed 25 initial training classes per year with an attrition average of 20.15%, managed and tracked completion for approximately 55 Continuous Training initiatives per year, while handling the disciplinary actions (up to termination) for all new hires and Full Time Trainers.• Key stakeholder in many Kitchener enhancements – planned, executed and managed the training off 400+ staff members on Bell’s new telephony system; created, managed and enhanced Nordia’s new 10 Day Academy Bay process for all centres and all lines of business; constructed and implemented an amalgamated Training/Recruiting Department while improving areas of concern, and aligning a proven, successful on-boarding method across all lines of business; and supported the opening and closing of many lines of business within Kitchener – responsible for the organization of training content, delivery and quality.• Encouraged personal and professional growth and development for all my staff by ensuring their awareness of my expectations while creating a supportive and positive structure for the team – acknowledging a job well done and not hesitating to provide constructive criticism when improvements needed to be made.

Kitchener, Canada Area

Waterloo, Ontario

St. Thomas, Ontario

Bachelor Of Arts (B.A.), English Language And Literature, General

Education record