Emily Luu Email & Phone Number

Montreal, Qc, Ca

Montreal, Quebec, Canada

Montreal, Quebec, Canada

-Designed and facilitated onboarding programs for new hires, focusing on company culture, job-specific skills, and internal processes.-Supported new hires post-training to ensure adequate integration and to mitigate employee churn.Evaluated and reported performance of new hires to leadership so that improvement strategies could be developed to ensure company success.-Conducted training evaluations and collected feedback to continuously improve the effectiveness of training programs.-Implemented role-plays and interactive elements in e-learning modules, to increase learner engagement.-Created various types of job aids to support new and existing employees, such as video tutorials, checklists, and cheat sheets.-Collaborated with Management, Channel Enablement, and Quality Assurance teams to analyze training needs and develop customized learning programs aligned with the goals of the organization.-Partnered and built effective relationships with other departments, such as Knowledge Management, Process and Quality, to assist in identifying gaps that prevent the delivery of exceptional customer and employee experiences.-Collaborated with subject matter experts and project managers to create training content and documentation for internal processes involving software systems.

Montreal, Quebec, Canada

-Supported the Shaw Direct Consumer Base Management team by completing all the back-office tasks.-Audited work done by frontline employees, internal and third party, to ensure compliance to internal processes and business rules.-Sent coaching opportunities as required for both internal and third party team members.-Audited all refund activity and credits applied on customer accounts.-Traced and transferred missing payments on customer accounts.-Managed physical mail and emails sent from customers all over Canada and delegated them to their corresponding departments.-Processed online orders submitted by customers for seasonal break, equipment purchase, and programming change.-Managed new and active seasonal breaks on customer accounts.-Processed additional requests for customers submitted by frontline employees.-Activated new equipment from purchases and warranty replacements on customer accounts and added shipping information into each account as items are shipped.-Verified orders, including mailing addresses prior to items being shipped

Montreal, Quebec, Canada

-Assisted customers to make payments, programming changes, or various account modifications while providing excellent customer service.-Helped customers use the offered online services and guided them through account registration.-Reinforced loyalty by finding solutions and offering layers of options for customers looking to disconnect their services or dispute billing.-Handled escalations and challenging conversations with empathy to resolve customer concerns and ensure satisfaction on every call.

Philosophy

Health Services/Allied Health/Health Sciences, General