Danielle Miller Email and Phone Number

Lead and develop a of a team of Senior Learning Facilitators who deliver training across three brands: Rogers, Fido and Cityfone. Focused on tapping into strengths and talents of the team, to deliver our goal of enhanced productivity while embedding culture and values into the learning experience.

Responsible for developing customer service agents and managers to enhance their capabilities surrounding soft-skills, sales, system transactions and culture. Development includes in-class facilitation, one-on-one and group coaching, as well as behavioral and performance management under the probationary period.

Responsible for the performance and development of Customer Relations call center representatives. Focused on relationship building, coaching, motivating and performance management. Created action plans and guided CSCs toward goals with support and coaching. Facilitated team activities and discussions surrounding business priorities and objectives. Monitored team productivity results and partnered with marketing and Senior Leadership team to discuss trends and roadblocks to achieving organization success.

Focused on connecting with customers, understanding needs and providing value based solutions to retain relationships with our company. Consistently ranked in the top 5% of Scorecard results. Additional responsibilities included: handling escalated complaints, peer coaching and support, short term in-charge team management

Responsible for high standards of product quality, speed and cleanliness. Trained newly hired staff to ensure quality service provided. Supervised and scheduled staff who prepared and served food.