Carol Driver Email & Phone Number

New Westminster, British Columbia, Canada

Canada

As the Customer Care Manager, I was responsible for the performance of the team within North America. We supported different brands throughout various platforms including phones, emails, and chat. Our customer satisfaction was high and in turn allowed our team to expand. I was responsible for hiring the talent, performance management of the team as well as 3 Supervisors. This included 1on1's, performance reviews and coaching sessions. In addition I was responsible for budgeting for 2 groups and ensured we managed to budget or below. I handled escalations in addition to being a SME for all platforms while recommending system enhancements. I had the privilege to help design and train a new CRM through Salesforce that replaced our call tracking system. This was met with huge successes and gave us the data to enact change in areas that would benefit our customers. In addition I managed our Quality Assurance Department. In that role, I was able to assist in having all processes and procedures posted on the companies intranet that proved to be very useful by reducing our handle time significantly as all the information resided in one place. I also created a coaching feedback form that was used to train agents on the quality of their interactions and put in a level of accountability. In order to gain efficiency, I researched and worked with our Salesforce team to begin using Activities instead of cases for interactions that did not require an escalation. That change cut approximately 3 minutes off the after call wrap up.

Oversee operations in two countries for over 28 employees. Responsible for Global Online bidding generating over $1.7 billion in Online sales in 2014 and over $2 billion in 2019. Also responsible for customer service support helping our customers navigate and use the company website in addition to general customer service inquiries. Over 65,0000 calls received into the Customer Service team with over 98% answer rate. Low attrition and high engagement is a winning formula for my team. Building tours, coaching, mentoring and performance management also are included in my day to day activities. Working on projects such as concept, requirements, implementation and roll out is a very exciting part of my job which I find very rewarding.

Managed 20+ Financial Service Advisors with all aspects of coaching, developing, performance monitoring, goal setting and escalation. Won multiple team sales awards by coaching and mentoring the team with a philosophy of selling....acknowledge, benefit, close. Ability to mentor a team of advisors to hit and exceed their targets by a personalized approach coupled with accountability and enthusiasm

Managed a team of 45+ in a call centre environment. Provided support in coaching, scheduling, forecasting, escalations, and overall set up and management of the centre.