Kevin L. Email & Phone Number

Toronto, Ontario, Canada

● Mitigated evaluation disputes by 90% through correcting conflicts and understanding gaps within theagent evaluation processes● Collaborated with senior managers and directors in implementing a new script, improving averagecustomer satisfaction ratings by 15% and increasing bonus payout by 5%● Implemented payroll structure revision approved by directors based on trend analysis that forecasted a 10% increase in average pay while staying within company budgetLEAD… Show more ● Mitigated evaluation disputes by 90% through correcting conflicts and understanding gaps within theagent evaluation processes● Collaborated with senior managers and directors in implementing a new script, improving averagecustomer satisfaction ratings by 15% and increasing bonus payout by 5%● Implemented payroll structure revision approved by directors based on trend analysis that forecasted a 10% increase in average pay while staying within company budgetLEAD Coordinator (leadership subrole)● Managed 25 agents in creating and delivering company-wide communications, virtual meetings, and engagement activities for a newly implemented leadership program● Recorded common questions & feedback to improve the program, resulting to at least 20% positive modifications Show less

Toronto, Ontario, Canada

● Formulated reliable solutions on escalation calls, resulting in positive customer experiences and reducing higher level escalations to the Office of the President by 10%● Conducted bi-weekly calibration sessions to compile best practices and must-avoid agent behaviors for peers to learn & improve their rep-to-client experiences

Toronto, Canada Area

● Managed 30 calls daily to resolve customer inquiries with accurate transactions, exceeding the company’s average customer satisfaction rating by 40% quarterly● Recognized for strong computer literacy, appointed as systems prime by managers to pilot new CRM software that improved agent efficiency & reduced call handling times by 25%● Excelled to coaching position, program trainer, by 4th month of employment as an agent; trained a total of 4 new-hire, 3 return-to-work, and 3… Show more ● Managed 30 calls daily to resolve customer inquiries with accurate transactions, exceeding the company’s average customer satisfaction rating by 40% quarterly● Recognized for strong computer literacy, appointed as systems prime by managers to pilot new CRM software that improved agent efficiency & reduced call handling times by 25%● Excelled to coaching position, program trainer, by 4th month of employment as an agent; trained a total of 4 new-hire, 3 return-to-work, and 3 re-skilling agents● Taught effective and efficient call handling techniques to new-hires, resulting in 80% or higher customer satisfaction ratings in their first quarter post-training Show less

Mississauga, Ontario, Canada

Data Science Immersive

● Immersive accelerator on data science fundamentals: Python, Jupyter Notebooks, SQL, Apache Spark, Scala, Data Wrangling, Data Mining.

Bachelor Of Arts - Ba, Economics

Minor in Statistics