Debra C. Email & Phone Number

Toronto, On, Ca

Toronto, On, Ca

Ontario, Canada

Toronto, Ontario, Canada

During Covid my partner and I decided to open an online business to sell products on Amazon. What a ride!! We designed our product, sourced the manufacturer, branding, packaging, shipping, etc. It was a fantastic learning experience and a great way to earn income on the side.

Working with Simply Group, a client in the HVAC and financial lending space, I've been able to implement processes and key performance targets, ensuring that we're delivering quality customer care while providing them with an increase in sales opportunities. Sharing best practices and suggestions to improve, we've been able to work hand in hand to see some tremendous growth to their customer base. Working with inbound/outbound environments we've increased agent productivity by streamlining outdated processes, gaining efficiencies which then allowed us to increase front line output. Transitioning to a work from home model with Covid in March 2020 saw no impact to our delivery.

Toronto, Ontario, Canada

Focusing mainly on Sales, Retention, Customer Service (NPS) and Recovery for both Canadian and American telecom providers. Launching programs for new clients, successfully posted results that matched the incumbent, acquiring additional revenue opportunities. Managing front line leadership, quality analysts, and working closely with recruiting and training, I developed some internal processes that help to acquire the correct candidates, and will serve to shorten both the in class training time as well days spent in nesting. Collaborative team player, always up for a challenge!

Simpro Solutions

In my role here I managed Energy programs as well as several for financial institutions including SaaS both on snd offshore. Handling Customer service, Retention and Sales in outbound, inbound and blended environments, we were able to grow the business through performance, NPS scores and by sharing new ideas with our clients. Responsible for all sales metrics, quality kpi's and developing a culture that promoted a happy and satisfying work life.

Starting as a team lead in 2004, I was able to turn a program around and save the business for my company. I was integral in the successful launch of multiple Energy programs for multiple clients, growing the business for one of those clients to fill seats in three call centres in both North and South America.. As Client Services Manager I continued to foster those client relationships and worked hand in hand with Operations to ensure best practices were shared and followed. Managed up to 17 programs for one client, hitting kpi's consistently. Developed call flows, scripting and call handling processes that streamlined customer experience and increased quality scores.