* Extensive and solid Customer Service, Sales and Leadership experience in the Contact Center Environment * Experience in Inbound, Escalations, Social Media, Email, Quality Assurance, Billing, Back Office/Support, Contact Center Technology / Applications* Professional training and/or Certification in Active Leadership, Coaching, Employee Development, Employee Relations, Call Centre Management, and Quality Assurance • Energy, Banking and investment, Travel air/car/hotel, Oil/Natural Resources industry experience, knowledge and educated• Billing and accounts receivable, with ability to resolve and correct complicated issues* Contact Quality Assurance Certified * Process Improvements, cross functional teams; Side by Side monitoring, remote agent* President's Award Recipient (LoyaltyOne), twice nominated * Position's held at Airmiles: Customer Service Rep., Travel Sales Rep., Special Services Team Leader, Team Development Team Leader, Contact Quality Assurance Team Leader, Customer Care Leader• Customer Experience professional• Call Centre metrics skilled -balancing quality of service with efficiency and overall business cost reduction.* high Emotional Inteĺigence * Project Management * Group representative, client/supplier Point of Contact / Key Contract * Resourceful, Creative, Subject Matter Expert/Master* Performance and results oriented