Erin M. Email & Phone Number

Windsor, Ontario, Canada

· Created processes to track, record and quantify applicable data for performance & efficiency metrics· Created key performance indicators through data analysis and coached staff to meet these goals regularly· Created training materials based on KPI’s. Training materials included: job aids, quizzes, and a centralized knowledge base for all job-related processes· Tracked and measured KPI progress on a daily, weekly, monthly & annual basis to chart overall company performance for use internally and client reporting· Managed employee engagement through social media campaigns· Office management and various administrative duties · Payroll & inventory auxiliary support

London, Ontario, Canada

London, Ontario, Canada

· Regular development and corrective coaching· Analytics review and root cause analysis· Time keeping and timecard reconciliation · Quality evaluation through call monitoring· Providing escalation support for frontline associates· Handling customer calls in a supervisory role

Windsor, Ontario, Canada

· Providing technical, warranty and escalation support to customers· Assisting in the creation of support documentation· Training coworkers for growing lines of business· Working with our client to collaborate on new technical/process issues