Hope Cornell Email & Phone Number

Montreal, Qc, Ca

Montreal, Quebec, Canada

📱Maintain an open line of communication with parents, schedule lessons and send reminders💡Create fun, educational and engaging lessons targeted to the child’s specific needs🏠Collaborate with parents on ways they can support their child’s learning outside of lessons

👀 Manage real-time monitoring and response time of contact center queues, with a focus on occupancy, service level agreements and schedule Adherence📆 Working with the Performance Team Leads and Training Team, manage all Schedule adjustments (offline time, training sessions, absences) with the goal to maintain optimal service levels🏝Generate and validate daily/weekly schedules optimizing breaks, lunches and other scheduled time off📝Maintain an accurate record of historical… Show more 👀 Manage real-time monitoring and response time of contact center queues, with a focus on occupancy, service level agreements and schedule Adherence📆 Working with the Performance Team Leads and Training Team, manage all Schedule adjustments (offline time, training sessions, absences) with the goal to maintain optimal service levels🏝Generate and validate daily/weekly schedules optimizing breaks, lunches and other scheduled time off📝Maintain an accurate record of historical information on absenteeism, productivity, service performance and staffing adherence to support reporting and forecasting📊 Update daily, weekly and monthly standard productivity reports and create ad-hoc reports💡 Develop and document workforce management best practices and standard operating procedures Show less

☎ Achieved 14.4 Tickets (interactions) per hour - Q4 2021😊 Maintained a 98% Customer Satisfaction Rating - Q4 2021🥇#1 Team Rank in Quality Assurance Compliance - August 2021🥈#2 Section Rank (out of 111 Specialists) in Quality Assurance Compliance - August 2021

Within this program I have:☎ Taken care of escalated issues (supervisor calls and emails)✅ Completed tasks currently done by Performance Team Leads 👩‍🏫 Provided support and guidance on Floor Support (through Google Meet) and on Slack

Montreal, Quebec, Canada

Montreal, Quebec, Canada

Ba Spécialisation En Traduction

Dec, Arts, Literature And Communication