Deborah Hole Email & Phone Number

Ajax, Ontario, Canada

Markham, Ontario

As part of the Quality team, my main role is to support the development and introduction of a more mature quality management system with particular focus given to document management.

Scarborough

Working within the Information Technology umbrella, I partnered with various departments including the Enterprise Project Management Office, Development, Testing Center of Excellence and Business Systems Support to provide process improvement, training and governance over business and corporate projects. I also worked with the SharePoint application to create content for internal company sites.

Toronto, Canada Area

This role was to maintain and ensure compliance to the quality management system and ISO 9001:2008 standards for the corporate office as well as provide support to the quality representatives at nine sites. Key details include:- Increasing efficiencies for quality representatives by consolidating action registers and implementing audit preparation checklist- Training over 40 North American employees to be internal auditors- Primary administrator for global call centre evaluation reporting tool- Spearheading corrective/preventative action and continuous improvement initiatives- Facilitating strategic meetings for quality councils, management reviews, project implementations

Oshawa

In this role I directly managed a team of approximately 7 team leaders, and indirectly, a team of 22 team leaders and over 300 agents in a fast paced call centre work environment. Key details include:- Establishing and implementing departmental policies, goals, objectives, and procedures- Creating, managing and analyzing performance data and other information- Identifying and developing best practice strategy- Managing staffing level to maximize productivity and cost effectiveness- Motivating departments’ personnel with team incentive programs and goals- Conducting coaching sessions with team leaders and agents- Directly impacted the growth of over 20 employees- Facilitated team meetings and focus groups for product knowledge and customer service excellence

I was accountable for maintaining and ensuring compliance to the quality management system and ISO 9001:2008 standards for a call centre of over 800. Key details include:- In front of achieving ISO 9001 certification five times for the call centre- Establishing yearly audit schedules to ensure all departments and processes were audited to- Managing internal auditing team of over 10 for 4 years- Leading corrective/preventative action and continuous improvement initiatives- Working with all departments to establish and improve over 50 processes- Providing presentations on the quality management system- Facilitating meetings for quality councils, management reviews, project implementations

Same activities as Quality Manager (see above)

Provided support for front line representatives and management within a large business unit.Motivated and encouraged employee goal alignment, and development of subordinates skills through personal interaction and communication.Maintained consistent interaction with CSR's to achieve high standards of customer service excellence as well as addressed CSR performance issues, attendance and productivity.Encouraged and facilitated co-workers and frontline staff development through individual coaching of Client Requirement and Customer Service Excellence.Scheduled and facilitated team meetings for Product Knowledge and Customer Service Excellence as well as Lead Focus Groups for concerns amongst employees.

Developed frontline staff through individual coaching of Client Requirements.Enhanced communication flow between management and the Client.Developed and implemented work flow and documentation processes for the client and management.

Created documents to ensure compliance with ISO Standards.Facilitated and Trained Quality Assessment Panels.Traveled to different business sites to train Quality standards and other roles.Successful candidate for implementation of a new business unit launch.Trained as Internal Auditor.

Handled inbound calls from across North America for five different programs.Provided courteous and efficient customer service with their needs at hand.Member of the Partnership Council by voicing any questions, comments or concerns from employees and implementing corrective action.Entrusted by supervisors to handle the follow up of customer documentation through communication with the client.

Itil Foundation Certificate

This is an introduction to the lifecycle of managing IT services to deliver to business expectations. The core disciplines of ITIL best.

Project Management Basics Certification

Shift Elearning - Level 1 Certification

Iso 9001 - Lead Auditor Course - Rabqsa Certified

Diploma, Travel And Tourism