Jeffrey W. A. Email & Phone Number

Toronto, On

As a Call Centre Manager of a Hearing Healthcare Appointment Centre, I am responsible for overseeing a dedicated team who are committed to supporting clinical staff through test appointment creation for the hearing impaired.In this role, I ensure the smooth and efficient operation of the call centre, guaranteeing that appointment scheduling and coordination processes are optimized to meet the unique needs of individuals seeking hearing healthcare services.As a leader, I provide… Show more As a Call Centre Manager of a Hearing Healthcare Appointment Centre, I am responsible for overseeing a dedicated team who are committed to supporting clinical staff through test appointment creation for the hearing impaired.In this role, I ensure the smooth and efficient operation of the call centre, guaranteeing that appointment scheduling and coordination processes are optimized to meet the unique needs of individuals seeking hearing healthcare services.As a leader, I provide guidance, training, and mentorship to my team, empowering them to deliver exceptional customer service while maintaining a high level of accuracy and professionalism. I foster a positive and collaborative work environment that encourages teamwork and personal development among team members. Show less

I exceled in analyzing dialer output data to identify potential challenges and develop dynamic dialing strategies. By closely monitoring performance metrics, I proactively implement remedial actions to optimize call center operations. Additionally, I am experienced in optimizing system resources, verifying call routing logic, and developing interactive voice response (IVR) systems to streamline customer interactions.During my tenure, I successfully achieved significant improvements in… Show more I exceled in analyzing dialer output data to identify potential challenges and develop dynamic dialing strategies. By closely monitoring performance metrics, I proactively implement remedial actions to optimize call center operations. Additionally, I am experienced in optimizing system resources, verifying call routing logic, and developing interactive voice response (IVR) systems to streamline customer interactions.During my tenure, I successfully achieved significant improvements in frontline conversion rates and appointment volumes. My dedication to clinical and operational excellence earned me the prestigious MVP Award in 2016, recognizing my exceptional contributions to the team and organization. Show less

Fostered a collaborative and motivating work environment that empowered my team members to reach their full potential. I was adept at providing guidance, coaching, and mentorship to enhance individual and team performance, ultimately exceeding key performance indicators (KPIs) and customer satisfaction goals..

Education record

Excel Macros And Vba: Data Input 1

Creation of Excel Macros and Database Update Applications.