Jeff Grixti Email & Phone Number

Canada

Mississauga, Ontario, Canada

Review and streamline call centre processes to maintain SLAs.Forecast call volumes and staff accordingly to ensure customer service levels are maintained.Manage workforce and team across multiple divisions ensuring best practices are adhered to.Worked to help bring in a new telephony solution with comparable ease.

Toronto, Ontario, Canada

Successfully established global forecasts and modelling tools for various teams across the organization.Guided teams in understanding how to better utilize employees.Deconstructed processes and recommended changes to create a leaner more efficient workforce.In a consultative capacity, educated new managers on data collection and how to tell stories from that information.

Mississauga, Ontario, Canada

Successfully improved KPIs across the National Call CentreCreated integrated set of reports to be utilized for Performance ManagementLed a team of Workforce Coordinators to support various WFM needs such as intraday analysis, scheduling, governance meetings, vacation bidding and other ad hoc requests.Forecasting and capacity planning.

Etobicoke

Led a team of Managers to provide training, operational, credit resolution and reporting support.Deconstructed processes and rebuilt steps with a target of improving customer satisfaction and engagement, while sustaining workplace efficiencies.Communicated with key stakeholders regarding risks of new products/process launches and established risk management solutions.

Etobicoke, Ontario, Canada

Built a knowledge base for entire team to use nationally. Streamlined processes with a target of maximizing employee utilization.Managed new product launches within the Customer Centre Of Excellence team to ensure department was ready on first day.Solved critical problems with real-time solutions or temporary work arounds.

Etobicoke, Ontario, Canada

Responsible for successfully on-boarding 3 new products for the department to support (Dealer.com, VAuto, 50Below).Was key lead responsible for integrating Salesforce into the Call Centre Division, establishing reports and dashboards and training staff on how to use CRM tool.Responsible for all recruitment activities and defining needs by establishing Workforce requirements.Monitored and managed entire National Call Centre providing training, technical and administrative support.

Etobicoke, Ontario, Canada

Led a team of Trainers to provide educational support to clients purchasing Dealer.com products.

Toronto, Ontario, Canada

Led a team of proofreaders who were responsible for ensuring quality of ads going into our print publications.With a team of managers supported an entire Production division to ensure that all deadlines were met from data entry, graphic design, proofreading and pagination.Performance management and succession planning.

Baa, Journalism

Education record