Lead the Group Administration team, which includes Plan Member administration, Billing, Client Service and Web Support for Plan Members, Plan Administrators and Advisors. Accountable for people leadership and process effectiveness (including supporting technology). Develop and establish strategies and plans for the Group Administration team to meet department, divisional and corporate goals. Ensure effective operations for transaction and service processes that are designed and managed within… Show more Lead the Group Administration team, which includes Plan Member administration, Billing, Client Service and Web Support for Plan Members, Plan Administrators and Advisors. Accountable for people leadership and process effectiveness (including supporting technology). Develop and establish strategies and plans for the Group Administration team to meet department, divisional and corporate goals. Ensure effective operations for transaction and service processes that are designed and managed within budgets. Track, manage and report on department performance compared to turnaround, quality and productivity standards. Recruit and develop a professional team capable of providing consistently high levels of quality service. Ensure team members have annual scorecards with appropriate goals, coach team members for day to day performance as well as development, conduct performance reviews, and address performance issues. Problem solve service escalations and help enable staff to deliver a first contact resolution with upholding accountability to organizational Service First principles. Show less

Managing a growing call centre department to meet and exceed KPI targets in customer satisfaction (CSAT) and retention, sales revenue, operational efficiency and employee engagement. Responsible for ensuring best-in-class service delivery and coordinate enhanced quality assurance guidelines to optimize contact handling performance. Leverage reporting data to oversee critical administrative tasks including forecasting capacity requirements, developing coverage schedules, cost optimization and… Show more Managing a growing call centre department to meet and exceed KPI targets in customer satisfaction (CSAT) and retention, sales revenue, operational efficiency and employee engagement. Responsible for ensuring best-in-class service delivery and coordinate enhanced quality assurance guidelines to optimize contact handling performance. Leverage reporting data to oversee critical administrative tasks including forecasting capacity requirements, developing coverage schedules, cost optimization and budgeting. Establish business cases to help procure emerging technology solutions with third party vendors and effectively sustain these external professional relationships. Organize the recruitment of new staff and oversee the development of a comprehensive scenario-based remote training program. Leading a team of Supervisor direct reports with enabling support to motivate high caliber productivity and empower the behavioral competency of front-line Agents. Collaborates with various operational stakeholders across the organization including the digital/web teams to share voice of the customer insights and lead continuous process improvement strategy utilizing data analysis and customer journey mapping. Show less

Oversee customer experience communication via written channels including Email, Chat & Social Media. Streamline the handling proficiency of these contact interactions to meet SLA targets, while also enhancing focus on quality assurance guidelines to better emulate organizational brand standards. Lead customer escalation resolution efforts constructively, while advocating voice of customer trends to help initiate preventative measures. Hire, train and develop team members to build a sustained… Show more Oversee customer experience communication via written channels including Email, Chat & Social Media. Streamline the handling proficiency of these contact interactions to meet SLA targets, while also enhancing focus on quality assurance guidelines to better emulate organizational brand standards. Lead customer escalation resolution efforts constructively, while advocating voice of customer trends to help initiate preventative measures. Hire, train and develop team members to build a sustained high-performance team culture through influential and relational coaching, balanced scorecards and SMART goal action planning to deliver an effective and consistent problem solving approach to support a customer-centric service recovery objective. Manage data analysis to report operational customer trends and formally present recommended process improvements. Show less

Held various team leader support roles that was primarily responsible for coaching teams on the execution of a tailored CX philosophy that held principles in effective service delivery, sales revenue generation and problem solving recovery actions in call centre operations. Cross-functional project involvement for a variety of customer-centric objectives. Conducted root cause analysis of core productivity KPI metrics for the design and implementation of a functional performance development… Show more Held various team leader support roles that was primarily responsible for coaching teams on the execution of a tailored CX philosophy that held principles in effective service delivery, sales revenue generation and problem solving recovery actions in call centre operations. Cross-functional project involvement for a variety of customer-centric objectives. Conducted root cause analysis of core productivity KPI metrics for the design and implementation of a functional performance development strategy. Successfully led teams consisting of up to 20 direct reports. Show less

Helped successfully manage a high traffic retail store, growing revenue to over a million dollars annually. Led a team of 12 direct reports, guiding individual performance contributions in sales & service KPI objectives. Creating a fun and engaging work atmosphere for employees which directly influenced positive customer satisfaction and retention.