- Led a team of Customer Service Representatives, Office staff and Data Recovery Technicians- Worked with the team to make sure data recoveries were up to date and delivered on time- Provided solutions to improve the data recovery process and keep our customers better informed- Communicated and implemented policy changes to the staff- Analyzed phone metrics to ensure the Customer Service Department was properly staffed- Handled escalated calls and answered the phones during… Show more - Led a team of Customer Service Representatives, Office staff and Data Recovery Technicians- Worked with the team to make sure data recoveries were up to date and delivered on time- Provided solutions to improve the data recovery process and keep our customers better informed- Communicated and implemented policy changes to the staff- Analyzed phone metrics to ensure the Customer Service Department was properly staffed- Handled escalated calls and answered the phones during peak periods- Improved morale by having regular meetings and direct communication with staff- Was the lead person in charge of moving the Toronto office- Contacted customers who were declining their cases based on cost and tried to negotiate a solution to fit their budget- Responsible for being the initial point of contact for large volume cases Show less

CAF Optimum Solutions offers a full range of consulting services to businesses of all sizes to help them improve workplace processes, increase employee effectiveness and reduce costs. These solutions span three broad categories: Employee & Organizational Effectiveness, Talent Acquisition & Management, and Call Centre Management Solutions. CAF Optimum Solutions can design customized solutions to fit your organization's needs and budget.

- Led a team of 12 Customer Service Representatives- Implemented a telesales program that increased incremental sales by 100%- Greatly improved morale through regular communication and day to day support- Achieved accuracy and service targets by communicating expectations and enlisting support to make it everyones priority- Reduced error rates to less than 1% by providing feedback on errors and solutions to reduce them

- I was in charge of the Call Centre during the inventory liquidation process and led the former Regal Call Centre team during this time- Motivated employees under very difficult circumstances due to the closing of the company- Managed team morale as we went from a service driven company to a company where the main priority was liquidation and getting rid of the merchandise as quickly as possible- Communicated and implemented quick changes to pricing strategy in a timely and… Show more - I was in charge of the Call Centre during the inventory liquidation process and led the former Regal Call Centre team during this time- Motivated employees under very difficult circumstances due to the closing of the company- Managed team morale as we went from a service driven company to a company where the main priority was liquidation and getting rid of the merchandise as quickly as possible- Communicated and implemented quick changes to pricing strategy in a timely and efficient manner Show less

I managed the Call Centre in 2005 before the company closedI worked as a Supervisor in the Call Centre from 1991 -2005I worked as a Store Manager from 1986-1991Call Centre Manager and Supervisor:- Exceeded service objectives and presented results at weekly meetings- Motivated up to 70 Customer Service and Order Entry Staff by initiating daily meetings and running daily upsell contests- Managed hiring and training in the Call Centre- Responsible for… Show more I managed the Call Centre in 2005 before the company closedI worked as a Supervisor in the Call Centre from 1991 -2005I worked as a Store Manager from 1986-1991Call Centre Manager and Supervisor:- Exceeded service objectives and presented results at weekly meetings- Motivated up to 70 Customer Service and Order Entry Staff by initiating daily meetings and running daily upsell contests- Managed hiring and training in the Call Centre- Responsible for communicating and making for Marketing programs were clearly understood and properly executed- Led Mail order, Fundraising, Mailroom and Reception teams- Coordinated company Phone and Voicemail adds and changes- Assisted in developing a telesales program which resulted in a 3-25% response rate and added over $100K to the bottom line- Prepared Call Centre schedules- Selected to help design and deliver a leadership Development training program for both Corporate and Retail Staff Show less