Justin Franklyn, Pmp Email & Phone Number

Toronto, Ontario, Canada

Toronto, Canada Area

• Provided coaching to agents to help improve their overall communication skills and to increase their efficiency with escalating and reporting issues in a timely manner.• Responsible for identifying and escalating widespread issues throughout the company and escalating them to be resolved by the appropriate personnel.• Provided monthly reports of statistical data to record the team’s individual and group performances.• Assist the Executive Office team regularly with resolution of high-level escalations directly from the CRTC (Canadian Radio-television and Telecommunications Commission)• Responsible for Quality Assurance for call center agents to ensure compliance with legal requirements.• Performed research for the legal department to gather relevant information and provide detailed analysis of high level escalations.• Performed as a witness on behalf of Freedom Mobile to resolve dispute settlements in the Small Claims Court.• Assist with recruitment of new agents through interviews and also responsible for training agents so that they are readily prepared.

Toronto, Canada Area

• Work with Call Centre and Retail agents to ensure that all issues are resolved using the tools provided to you and by interfacing with other departments and vendors.• Accurately and efficiently support Call Centre and Retail agents in resolving customer issues which include but are not limited to troubleshooting wireless services, wireless handsets, data devices, billing disputes, etc.• Assess and validate all wide-spread issues and act as liaison between departments to coordinate immediate resolution.• Work with CRM to validate, create and escalate Service Request tickets for timely resolution.• Ensure issues are escalated to the appropriate departments in a timely manner.• Participate in team meetings and on-going training sessions.• Adhere to Customer Care department policies, procedures and standards.• Other duties as requested by the Team Lead or Manager.

Toronto, Canada Area

• Provides excellent customer service in all steps of the sales process.• Participates in execution of responsibilities on the department job lists.• Promotes the Sporting Life House Philosophy consistently in all aspects of the business.• Participates with the store team in achieving all aspects of service, store readiness, merchandising and restocking of product, store cleanliness, control of assets, health and safety practices and compliance with Sporting Life policies.• Controls shortage through inventory control and adherence to Loss Prevention guidelines Attends all required training for the position of Sales Associate.• Assists other team members, as required.• Maintains appropriate paperwork regarding returns, telephone and special orders Performs other related duties as required.

Bachelor Of Laws - Llb, Law

Caribbean Advanced Proficiency Examination (Cape) Diploma, Business