Erinn Moore Email & Phone Number

Montreal, Quebec, Canada

Montreal, Quebec, Canada

Montreal, Quebec, Canada

• Maintained, wrote and reviewed single-source-of-truth content (such as workflows and guideline documentation) for the internal knowledge platforms.• Elaborated workflows to include structured process stepsincluding systems and tools instructions.• Created FAQs, macros, ensure work instructions meet contentstandards. Facilitate content translation into supported languages (ifneeded).• Distilled complex concepts into clear, easy to understandcommunications and develop/execute communication strategies.• Triage and maintain content and workflow feedback acrossthe organization.• Build and maintained key relationships with CS Operations, Partners,Training, Quality, Business Process and Change Managementteams.• Provided periodic updates to the Knowledge Management RegionalManager on key deliverables.

Montreal, Quebec, Canada

• An integral role in support of operations management to ensure sales team compliance: assisting in schedule and workforce management, ensuring multiple cross-functioning teams are streamlined and workflows are performing to maximum efficiency.• Main contact for all Sales and Operations processes; collaborated, designed and communicated all processes and workflows relating to the Sales and Operations teams. • Assisted on workflow efficiencies and improvements, overseeing workforce management, payroll and a team of Sales Support Coordinators.• Managed various knowledge management tools for Sales and Operations Teams; that centralized and shared information across teams.• Specialized in change management and acted as a champion for many internal launches and compliance to best practices.

Montreal, Quebec, Canada

• Supervised, lead, and ensured efficiency of a sale coordinators team.• Oversaw the day to day operations and administrative support of the call centre (staffing, scheduling shifts, managing time off, service levels, PTO.); Worked closely with the WorkForce manager and Operations Manager.• Reported and analyzed call centre requirements, provided actionable solutions to meet scheduling targets.• Managed call center reporting and provide daily and month summaries.• Acted as a key stakeholder for all call center tools and systems (Genesys, WFM, Staff Hub).• Created processes and workflows to optimize the efficiencies of the call center and supporting teams.• Ensured the coordinators dispatch lead and call volumes to agents accordingly to expected service levels and capacity requirements.• Assisted with troubleshooting, working with IT support for agent tools

Montreal, Quebec, Canada

• Supervised a team of sale auditors who constructed daily sale reporting and sale audits of the call center.• Developed, implemented, and maintained processes and workflows for the call centre.• Assisted in launching and initiating best practices for the sale and service delivery and call center tools, as well as new hire programs.• Worked collaboratively with the Workforce Manager and Director of Call Center to manage the day to day of the call center through reporting daily service levels, maintaining SLAs and recommend actionable solutions.• Acted as a main stakeholder for all scheduling of shifts and time off/vacation approvals against the call center requirements and employees’ payrolls.

Montreal, Quebec, Canada

• Audited sales reports, sales files, coordinated sales department, entered data, made summary charts, graded files according to best behavioural practices.• Acted as one of the main stakeholder for operational excellence. • Developed guidelines of best behavioural practices.• Evaluated progress of individual sale agents and reporting to upper management. • Scheduled staff, filing sales forms, organizing manual sale leads.• Conducted various administrative support task for the Sales Team.• Acted as the main stakeholder for scheduling various teams to meet Workforce Management service level agreements.

Montreal, Quebec, Canada

• Audited sales reports, sales files, coordinated sales department, entered data, made summary charts, graded files according to best behavioural practices.• Developed guidelines of best behavioural practices.• Evaluated progress of individual sale agents and reporting to upper management. Scheduled staff, filing sales forms, organizing manual sale leads.• Conducted various administrative support task for the Sales Team. • Acted as the main administrative support for scheduling various teams.

Montreal, Quebec, Canada

• Supported the sale and guest service departments on all general administrative tasks.• Distributed all guest inquiries and bookings based on the department’s capacity and service level requirements.• Handled online inquiries through the booking process and overseeing payments to hosts.• Managed insurance purchases inquired by the guests for the agents by purchasing insurance packages and acted as a liaison with the insurance partners.• Recorded all vacations for sale and guest service agents through payroll systems.• Managed all guest facing replies from marketing campaigns to help generate leads.• Handled all overflow calls from the sales department as an overflow to maintain optimal guest experience and various other call center tasks.• Updated guidelines of best behavioural practices when required. Provided ad-hoc support related to processes and systems.

Ottawa, Canada Area

Tasks included research, conducting interviews, transcribing and coding, filing, making maps, excel work sheets and writing reports.

Sherbrooke, Quebec

Department of Environmental Studies and Geography. Grade assignments, exams, ran movie seminars for an introductory to Human Geography university level course.

Sherbrooke, Quebec

Department of Environmental Studies and Geography. Grade assignments and exams for an introductory to Environmental Studies university level course.

Master Of Arts (M.A.), Human Geography

Activities and Societies: Postdoctoral Studies Dean’s Scholarship 2012, Canadian Geographer Association, American Geographer.

Bachelor'S Degree, Environmental Studies And Geography (Honours)

Activities and Societies: Construction Longer Scholarship 2006-2007, Canadian Geographer AssociationConcentration: Geography Honours.