Jonathan Thompson Email & Phone Number

Toronto

Toronto, Canada Area

Toronto, Canada Area

Toronto, Canada Area

My current role as a Team Manager is to over-see two sales teams. I have had the opportunity to oversee multiple lines of business within Minacs, currently the two teams I oversee are a retention team as well as a credit card decline / account expired team. My responsibilities are to lead, develop and manage a leadership team consisting of up to 15 Team Leaders, that leadership team is responsible for leading, developing and managing the front line customer service representatives (CSR) on the phones.I am also responsible for managing real time business concerns, this includes CSR occupancy, real time staffing, and shrink management in addition to any other potential concerns which may arise. In addition to this, I take part in the planning and developing of the business.As a secondary role based on skill set, I develop and maintain certain Excel reports throughout the business to better track, maintain and analyze data.

As a Team Leader, my role was to coach, lead and manage a team of up to 15 customer service representatives (CSR). I was responsible for developing overall CSR strengths and abilities based on specific competencies outlined by the contract our business was working on. These competencies included things such as, average handle time, internal and external quality, as well as many other metrics.

As a Customer Service Representative (CSR) my role was to answer frontline inbound calls. My responsibilities were to handle customer requests, answer questions and resolve concerns while maintaining a series of performance metrics.

As a Supervising Foreman for a landscaping company, my job was to manage the logistics and man power on multiple job sites.I was responsible for developing the skills of foremen as well as general laborers. I was held accountable for multiple simultaneous deadlines with ever evolving and changing circumstances. I was also held accountable for the end result and quality of all projects.

As a site foreman, my responsibilities were to manage the site, develop, lead and manage the general laborers through structure, instructions and leading by example. I was accountable to the supervising foreman for quality of work, cost management and overall site management.

As a general laborer my tasks changed regularly as per site and business needs. My responsibility was to complete any and all tasks assigned to me.