- Perform on demand reforecasting of queues to support trending business needs.- Analyze historical data to create new schedules to meet ever shifting business requirements.- Creating and maintaining internal knowledge documents to streamline processes.- Monitor and manage contact centre performance across various lines of business including sales, billing, loyalty, tech support and multiple third party vendors.- Enact mitigation strategies to meet service level and budget targets.- Drafting company wide communications.- Work with over 5000 internal and external frontline agents to reduce impacts to customers and protect business needs.- Provide real time updates and communications to everyone from frontline to executive levels.- Collect and analyze data from multiple applications and databases to produce various daily reports for stakeholders across the company.- Creating and maintaining excel documents to automate data analysis. - Collaborate with various departments to identify opportunities for process improvement.- Action requests from leadership and other administrative staff in real time.- Using data taken from a variety of databases and direct contact with both front and back line teams; diagnose call drivers and internal tool issues.- Work closely with stakeholders to get issues discovered to the right teams and actioned as quickly as possible.- Managed escalations sent to the field and advanced technical teams to increase efficiency and reduce illegitimate escalations.- Scheduling point of contact for my team, building the weekly roster and dealing with any changes that occur. - Worked with stakeholders to revamp our company wide communication process to streamline the format, increasing consistency and quality of information provided.- Completed Lean Six Sigma Yellow Belt training.

- Providing support for frontline staff over LiveEngage, email and floor walking - Working with frontline agents on continuous learning and ensuring they had all the information and practice to assist customers as efficiently as possible.- Scheduling point of contact for all Knowledge Experts, building the weekly roster and dealing with any changes that occur such as scheduling meetings, Tailgates, UEDs, etc.

- Assisting customers over multiple platforms including: Facebook, Twitter, Instagram, Community Forums and other social media platforms utilizing both Hootsuite, Tweetdeck and Lithium.- Manage over 140 contacts per day across all social media platforms.- Create and maintain content for internal support website and external social media content.- Moderate internal and external support forums for quality and police violations- Worked with stakeholders to update and enhance support articles for both internal and external support sites.- Deliver exceptional customer experiences with each contact with a 82% customer satisfaction rating based on post interaction surveys.- Interact with social media influencers to create positive organic growth of 60% over the last year..- Turn escalated public brand risks into positive engagements with 100% satisfaction.

- Provide troubleshooting and support for customers through effective communication skills over the phone, chat and email.- Resolve customers’ technical problems in a quick and efficient manner achieving targeted productivity 100% of the time month over month.- Follow up to ensure customer satisfaction and prevent repeat issues and customer satisfaction.