Christopher Macdonald Email & Phone Number

Toronto, ON, CA

Toronto, Ontario, Canada

Waterloo, Ontario, Canada

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.

Toronto, Ontario, Canada

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.

Toronto, Ontario, Canada

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.

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..

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.

Business Administration, Management And Operations

Business Administration And Management, General