Organize, support, and lead a small team of highly specialized Registry support agents. We provide 24/7 support to organ donation and transplantation coordinators and physicians across Canada who use the Canadian Transplant Registry which facilitates inter-provincial organ sharing. In situations that can be life or death, our support team (myself included) need to be highly trained, knowledgeable and organized during normal business operations as well as business continuity scenarios providing service without hesitation.

Oversee the daily operations of the call centre ensuring its efficient functioning.Ensuring that phone agents had the knowledge, education, technology and positive attitudes to promoting a productive and enjoyable work environment.Attain and exceed monthly call centre sales targetsAttain and exceed monthly call management targetsOrganized and scheduled up to 6 Supervisors & manage between 40 - 60 call centre agents.Improved communications between Management and Agents vis-à-vis the productivity expectations of Sales (tickets per hour) and service standards (World Class Service & Quality Assurance.)Improved communications between management and Agents vis-à-vis the expectations with Schedule adherence. Liaise and coordinate as necessary with the Winnipeg call centre, Client Services, QA & Training, Call Centre Technology Team, Human Resources and Credit departments to ensure proper efficient functioning of the call centre.Coordination of Air Canada Centre Premium ticket sales to ensure proper function and staffing to ensure a smooth sale to ACC Premium customers. Liaise on a weekly (if not daily) basis with MLSE Ticket office and Suite Department to handle any and all customer escalations. Processed Suite orders during the Premium sales and handled any customer problems and sought quick resolution. Deal with minor to medium Human Resource issues to ensure a safe work environment for all.And more.

Supervision of the call centre's daily operation including agents scheduling, attendance adherence, Ticketmaster quality adherence, interviewing, training and disciplining.Scheduling, training and support to call centre supervisors.Daily cross departmental liaising with a variety of Ticketmaster departments and people to ensure proper call centre functioning, event sales and resolution customer escalations. Duties also include regular supervisor duties.

Reporting to the Lead Supervisor duties include answering questions and assisting sales agents as necessary. Taking and resolving customer service escalations.As a QA supervisor duties include recording, evaluating and reviewing call samples with agents identifying areas of improvement and praising agents for good performance.Additionally, duties include training new hires or train employees on new policies or procedures. Furthermore to build a strong working relationship with employees to earn trust and respect in the workplace.

Receive and process ticket order requests via phone and respond to customer's event inquiries.Up-selling and cross-selling of Ticketmaster products and services as well as the products and services of event promoters.Toronto Argonauts Football Club Account Executive,; Proactively pursued new customers in general and corporate markets for a relationship with the football club for season tickets and group/bulk sales. Further, to maintain and enhance existing relationships with clients. Also, addressed concerns of season ticket holders and general Argos fan inquiries. Assist in game day operation of Will Call Box Office, helped to address problems or concerns of season ticket holders, and other duties as prescribed. Further

Main task was the selling of Toronto Argonauts season tickets, group tickets and other ticket packages to local businesses and to the public at large. Manage and provide a superior customer experience to ticket holders and fans.