- Analyzed training and development needs across the customer service operations- Coached trainers through one on one's on a daily and weekly basis to provide observational performance feedback and develop action plans to meet all targets and developing their own career paths. Provided them additional training aimed at improving training effectiveness- Liaised with the Operations Team Leaders, Managers, Directors and customers to determine training needs and ensure KPI's are… Show more - Analyzed training and development needs across the customer service operations- Coached trainers through one on one's on a daily and weekly basis to provide observational performance feedback and develop action plans to meet all targets and developing their own career paths. Provided them additional training aimed at improving training effectiveness- Liaised with the Operations Team Leaders, Managers, Directors and customers to determine training needs and ensure KPI's are achieved- Reviewed new hire training performance and learning curves to assist in the measurement of training effectiveness- Implemented LMS. From sourcing a provider to content creation and implementation- Created a Leadership Development Program to provide clear career mapping for individuals seeking vertical growth Show less

Developed trainings based on industry demands and trends. I created all related training materials and run the train-the-trainer programs, ensuring continuity and quality of all trainings given across our franchisees. I also:• Scheduled all training for the company’s 9 locations. I scheduled dates and times for trainings and coordinating with the trainers to ensure proper facilities, training rooms supplies and training materials are in place. I registered and facilitated… Show more Developed trainings based on industry demands and trends. I created all related training materials and run the train-the-trainer programs, ensuring continuity and quality of all trainings given across our franchisees. I also:• Scheduled all training for the company’s 9 locations. I scheduled dates and times for trainings and coordinating with the trainers to ensure proper facilities, training rooms supplies and training materials are in place. I registered and facilitated payments for students: • Developed new trainings based on industry trends and demands. Building all related training materials and ensuring compliance with APESEQ’s requirements. Developed health forms and customer consent agreements in compliance with insurance company requirementsI oversaw daily operations of the office including proper flow of customer traffic, scheduling of the training and treatment rooms, petty cash management and end of day reporting. Show less

• Sourced qualified candidates to work in an aggressive sales environment• Met and carry out interviews to determine adequate fit for both the individual and the company.• Wrote job postings that would attract competent job seekers and that would sell the advantages of working at Payzium versus our many competitors.• Built an online network using Social Media to find new talent, stay current in recruiting trends and educate myself on industry knowledge.• Oversaw recruitment… Show more • Sourced qualified candidates to work in an aggressive sales environment• Met and carry out interviews to determine adequate fit for both the individual and the company.• Wrote job postings that would attract competent job seekers and that would sell the advantages of working at Payzium versus our many competitors.• Built an online network using Social Media to find new talent, stay current in recruiting trends and educate myself on industry knowledge.• Oversaw recruitment process from beginning to end. Starting with posting job, reviewing resumes, meeting with candidates, co-ordinating last interview step with department manager, negotiate salaries, create and send offer of employment, collect required documentation and information to complete employee file, complete back-ground check, co-ordinate training dates and follow up on how new recruits are integrating and performing. • Screened candidates for our offshore, outsourced call centre via Skype. Tested language skills, comprehension and ability to communicate effectively. Show less

Human Resources Management Certificate

Oversaw operations of 4 departments; Customer Service, Resolutions Department, Email Department and a Quality Assurance team. Act as a coach and a mentor to a group of 6 Managers and 75 co-workers. - Manage an annual operating budget of 3.5M.- Ensure outstanding customer service is provided to the over 1M customers per year who call into the IKEA stores.- As a member of the Call Centers Steering board, analyze the operations of all aspects of the unit as well as take strategic… Show more Oversaw operations of 4 departments; Customer Service, Resolutions Department, Email Department and a Quality Assurance team. Act as a coach and a mentor to a group of 6 Managers and 75 co-workers. - Manage an annual operating budget of 3.5M.- Ensure outstanding customer service is provided to the over 1M customers per year who call into the IKEA stores.- As a member of the Call Centers Steering board, analyze the operations of all aspects of the unit as well as take strategic decisions to further our suc-cess.- Build a strong working relationship between the Contact Centre and the IKEA stores across Canada as well as Head Office.- Ensure training and development needs within the department are met by gathering feedback, developing and implement the necessary training programs.- Provide mediation and guidance through all conflict issues that arise within my departments.- Network with IKEA’s head office, its stores and the worldwide Call Centers to update them on our performance objectives, to give and receive feed-back and to share our best practices. - Hire, promote and retain a strong and diverse workforce. Show less

Oversaw a team of 15 employees who worked customer service complaints for all of the IKEA stores across Canada.- Ensured customers were receiving a resolution to their issue in an efficient, cost-effective manner.- Oversaw the day-to-day operations of the department, including; schedul-ing, co-worker follow-up, writing performance reviews.- Coached and trained the co-workers on how to build stronger negotiation techniques and deal with angry customers by using their voice as a… Show more Oversaw a team of 15 employees who worked customer service complaints for all of the IKEA stores across Canada.- Ensured customers were receiving a resolution to their issue in an efficient, cost-effective manner.- Oversaw the day-to-day operations of the department, including; schedul-ing, co-worker follow-up, writing performance reviews.- Coached and trained the co-workers on how to build stronger negotiation techniques and deal with angry customers by using their voice as a tool.- Responsible for co-worker turnover rates and recruitment of new members. Show less

- Handled incoming customer calls in a timely yet courteous manner. - Answered my fellow phone agent’s questions and support the floor man-agers in their daily tasks.

- Serviced the in-branch customers as well as handled all incoming branch phone calls.- Met weekly and monthly sales objectives by proposing and offering various products and services.- Worked with the branch manager and personal bankers to book customer appointments and ensure a strong traffic flow within the branch.- Other daily tasks included: sorting mail, preparing the daily transaction bags, ordering stationary and office supplies, help the head teller open and close by… Show more - Serviced the in-branch customers as well as handled all incoming branch phone calls.- Met weekly and monthly sales objectives by proposing and offering various products and services.- Worked with the branch manager and personal bankers to book customer appointments and ensure a strong traffic flow within the branch.- Other daily tasks included: sorting mail, preparing the daily transaction bags, ordering stationary and office supplies, help the head teller open and close by verifying counts, closing the safes, filling the ATM’s, etc. Show less

- Ensuried all service and cleanliness procedures were followed by co-workers.- Openied and closing of the restaurant.- Balanced cashes and safe.- Prepared and managing staff schedules for up to 60 co-workers.- Prepared and delivering employee evaluations.- Recruited and promoted qualified restaurant staff