Catherine Brewster Email & Phone Number

Toronto, On, Ca

Mississauga, Ontario, Canada

Toronto, Canada Area

Oversight and leadership of the Customer Assistance portfolio for Mercedes-Benz Canada; Customer Care, Connected Vehicle, Roadside Assistance, and Customer Advocacy. Responsibilities include partnership and collaboration with cross-functional business stakeholders, senior leaders and technology partners to deliver on strategic initiatives and continuously drive improvements to customer experience and operational performance.Related Skills: Strategic Operations Management, Customer Experience, Vendor Management, Contact Centre Operations, Collaboration, Change Management and Transformation, Process Improvement

Toronto, Canada

As the Vice President of Customer Experience for LifeWorks I orchestrated the transition of the service delivery functions in Canada, the US and UK from three independent operating units to a fully integrated global model. This involved the development and implementation of a new global organization structure, service model and case management system (Salesforce).Related Skills: Strategic Operations Management, Service Development and Implementation, Cross-functional Collaboration, Change Management and Transformation, Process Improvement Initiatives

Toronto

With direct oversight of the Canadian EAP service delivery operations, I developed and introduced initiatives that increased customer satisfaction, reduced employee turnover and achieved high levels of engagement within the contact centre. This was achieved by identifying ways to make work meaningful, helping employees bring a sense of purpose and value to the work they were doing and introducing more flexible scheduling practices. Related Skills: Efficiency and Effectiveness, Staff Training and Development, Contact Centre Operations, Employee Succession Planning, EAP Leadership and Management, Change Management

Markham, Ontario

As the Manager of EAP Operations, I was responsible for analyzing and clarifiying issues that were directly concerning the performance of employees within the contact centre. I promoted quality assurance practices to support the achievement of target service levels and performance standards. I oversaw all aspects of recruitment, training, and performance management activities, and played an integral role in the growth and expansion of the service delivery function.Related Skills: Problem Solving and Analysis, Quality Assurance Practices, Staff Recruitment and Management, Contact Centre Operations, Performance Management

London, United Kingdom

As Dealer Support Manager, I established a brand new contact centre to manage inbound and outbound account management activities with the Motability dealership network. I also assisted in the development of online training and incentive programs to support dealers and promote service excellence for all Motability customers.

London, United Kingdom

As the Manager of the Customer Relations department, I monitored operational performance against service level targets to ensure response times and overall quality standards were consistently achieved. I also managed and resolved high level customer escalations, produced monthly reports to highlight trends and areas for improvement.

London, United Kingdom

In this capacity, I provided ongoing coaching, support and mentorship to team members, ensuring the end users of the program always experienced the highest level of service and support.

Post Graduate Diploma, Management Studies

Bsc Hons, Sport And Fitness Science