Eugenie Lisondra Email & Phone Number

Vancouver, Canada Area

Vancouver, British Columbia, Canada

Vancouver, Canada Area

Vancouver, Canada Area

•Reporting to the Senior Manager of our High-End Customer business unit to manage and lead in a high-intensity, multi-channel environment, with the primary responsibility of training, creation of workflows, overall performance, development, evaluation of a combined team of 4 Department Specific Trainers, 4 Specialists and 10 Community Support Representatives (CSR’s). •Designed, developed and implemented Leadership Training for Transitioning/New Supervisors and Assistant Supervisors (Team Leads) in the two North American Call Centers (Vancouver -VBC and Salt Lake City- SLC)•Hire, Train and Develop 4 Department Specific Trainers on center wide training for new and existing initiatives for both VBC and SLC centers•Hire, Train and Develop 4 Specialists on gaining workflow efficiencies, communications, account management, cross center synergies and creating and implementating new initiatives.•Responsible for complex reporting, business updates, managing projects, analyzing data and supporting the different teams in queue management.•Effectively participate in cross centre (VBC / SLC) business management updates, strategy,operational and call calibration meetings and others as required•Handled escalated situations though multiple contact channels while providing real time supports for CSR’s leads, trainers and specialists for cross department research to acheive resolution•Motivated, coached and rewarded team for improved performance in areas such as: Resolution, Satisfaction, Quality, Productivity, Handle Time, Adherence, Availability, Script Adherence, Attendance and Behaviors•Planning, coordinating and scheduling to ensure call centre activities meet customer needs and company goals•Support the hiring and training process by conducting interviews and making recommendations for hire.

•Responsible for developing a team of 20-25 Customer Service Representatives (CSR’s) by providing recognition, career development opportunities, feedback/coaching, evaluate monthly quality cases monitor/review agent stats for CSR evaluation on monthly one on ones/annual evaluations•Adhered and practiced peak performance process involving CSR development through coaching (one on one), monitoring (remote or side by side), progress logs, performance evaluation to achieve excellence in customer service and quality or recommend disciplinary action based on failure to meet company’s standards.•Responsible for the team’s progressive counseling which consists of different levels of CSR warnings for performance, attendance and SOPs up to and including termination. •Monitored, coordinated and evaluated workflow systems, new procedures, daily and quarterly performance reports, issues resolved and system modifications with other supervisors and managers.•Conduct pre/mid/post shift meetings with the team to provide training sessions, communicate information, share best practices and to train team leads to be future supervisors.

•Managed a team of “Developmental Agents” where the primary focus was on developing Agents to hit Key Performance Indicators through motivation, feedback, coaching and trainings.•Recruited, hired, trained and supervised a bay of 20-25 TMs (telemarketers) reps to achieve excellence in quality and to exceed the sales targets given.•Trained classes for the new local calling campaign and developed mid supervisors to be leaders.•Ensured accuracy in all transactions done by TM’s through monitoring and coaching.

•Supervised 6 customer service reps and 4 territorial sales reps with 65 companies under them.•Analyzed, troubleshoot and resolved client problems and ensured customer satisfaction. •Developed an effective system of monitoring on-time deliveries and repair flow.•Estimated, quoted prices, credit terms, warranties and ensured on time deliveries.

•Conducted performance analysis consisting of obstacle identification, negotiation, resolution and implementation.•Analyzed and modified sales reporting and target planning.•Created and implemented new training and sales programs.•Supervised, trained and motivated 35 sales representatives in 53 outlets in hitting targets

Bachelor'S Degree, Nursing

Was in the Dean's List part of my nursing degree.

High School Diploma

Graduated with Honors.