Laura Couch Email & Phone Number

Toronto, ON, CA

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Toronto, Canada Area

Toronto, Canada Area

Oversee a portfolio of clients, develop new business from existing clients and actively seek new sales opportunities.Lead point of contact between Client and internal stakeholders.Answer client queries and identify new business opportunities among existing customers.Ensure project was delivered on time.Providing regular sales and activity reports to.

Toronto, Canada Area

Opened the premises in the morning.Responsible for cost analysis & staff scheduling.Ensured opening duties were undertaken.Prepared the food selection for the day in a timely manner.Trained all new hires in the opening and closing duties of the kitchen.

Opened or closed the premises.Greeted and served customers.Ensured that any customer queries were dealt with in a timely and efficient manner.Counted the till at the end of the evening to ensure all sales were processed correctly.

Ireland

• Managing and driving a team of 15 - 40 advisors to achieve sales targets. Leading a performance driven team. Ensuring agreed Call Quality Standards are achieved. Coaching and developing my team.
• Onboarding of New Hires
• Holding weekly coaching sessions with employees to review individual sales for the week.
• Set and agree on sales targets for current week & review development plans.
• Conducting interviews for potential employees and for internal positions. Liaising with… Show more
• Conducting interviews for potential employees and for internal positions. Liaising with HR on a daily basis to ensure absence calendars and all disciplinary meetings are updated accordingly. Show less

Real time queue monitoring and adjusting staffing as requiredRecruiting and interviewing new product specialists.Ensure all Operations targets are met i.e. Service Levels, Abandon rates, AHT, Answer Rate etc.Managing and training the team of product specialists. Liaise with Operations and Clients on quality requirements and worked with the team to deliver..

Answering assist line calls from Advisors, managed the Quality Team inbox, data Analysis identify any non saleable calls, investigate errors, complaints and system issues. Always fed back to Operations. Managed monthly schedule for PS team. Remote Quality monitoring of advisors in different call streams implementing any new processes from the client.

Achieve Daily Conversion Targets, adhered to Data Protection guidelines, motivated colleagues by sending hourly updates.