Professionally facilitated the success and ongoing development of 2 customer service teams to achieve their goals and KPI’s. Coached and assisted in troubleshooting to understand client programs, policies and procedures while striving for exceptional customer service. Offering encouragement, guidance and constructive feedback to agents.Professionally managed customer escalations and assisted in resolving issues. Provided clear and actionable feedback, coaching and continued training the team to develop exceptional customer service.Analysed data, ran reports and created presentations to highllight team metrics. Worked closely with 3rd party clients to find gaps in knowledge and program to ensure the best possible customer service. Engage with other departments such as QA, training and RTA to ensure agent performance was optimized. Effectively communicated updates on company and client programs, policies and procedure while fostering a healthy pleasant work environment. Detected process gaps and escalated concerns to help align business goals and customer satisfaction.

Led quality assurance for customer care within Xplornet. Oversaw the completion of evaluations by the team for over 500 agents in seven different groups. Handled day-to-day oversight of a team of nine staff including delegating tasks, running daily reports, updating priorities, aiding with hiring and onboarding, and providing training for new hires. Detecting process gaps and gathering QA data to build reports for metrics and analysis were part of my everyday. Acting as a supervisor when needed to help lead and mentor the team as well as creating training material and train new hires were top priorities.

Answered first-line technical calls from customers and resolved internet connectivity issues. Customer experience and retention was always a priority. Coaching and giving guidance to new hires helped them transition to the team.

Provided hardware and software support for 60k including the full suite of software used by students, staff, and professors. Was the network administrator for network accounts including Lightweight Directory Access Protocol (LDAP). Ensured fast action on priority tickets and resolved software and hardware issues for clients on campus via email, phone, remote, and onsite to ensure quick resolutions and limited downtime. Organized network connections for residence move-in weekend and ensured students got online in a timely manner.