Levar Mcleod Email & Phone Number

Toronto, On, Ca

Vaughan, Ontario, Canada

At Longo's, our team's mission to deliver outstanding guest care drives my approach as Manager of Guest Care. We've cultivated a culture of excellence where cross-functional collaboration and strategic change management have led to transformative guest experiences. Embracing business transformation, we empower every team member to contribute meaningfully to our shared objectives.My leadership is anchored in fostering an environment that champions continuous improvement and values every… Show more At Longo's, our team's mission to deliver outstanding guest care drives my approach as Manager of Guest Care. We've cultivated a culture of excellence where cross-functional collaboration and strategic change management have led to transformative guest experiences. Embracing business transformation, we empower every team member to contribute meaningfully to our shared objectives.My leadership is anchored in fostering an environment that champions continuous improvement and values every individual's role. Our success reflects a deep commitment to meet and exceed organizational goals, focusing on nurturing talent and implementing innovative service strategies that resonate with our guests. Show less

Ensured efficient customer interactions through analytics, reporting, and eCommerce strategies.Responsibilities:* Led a team of over 30 members to exceed service standards and optimize operations.* Utilized analytics to track KPIs and refine service strategies.* Led the review of all service standards assets: policies, job aids, FAQs and trained team on international best practices.* Improved call routing and integrated eCommerce enhancements.* Analyzed customer… Show more Ensured efficient customer interactions through analytics, reporting, and eCommerce strategies.Responsibilities:* Led a team of over 30 members to exceed service standards and optimize operations.* Utilized analytics to track KPIs and refine service strategies.* Led the review of all service standards assets: policies, job aids, FAQs and trained team on international best practices.* Improved call routing and integrated eCommerce enhancements.* Analyzed customer feedback to enhance service delivery.* Fostered cross-functional collaboration for streamlined workflows.Achievements:* Achieved 20% higher customer satisfaction by the end of 2018.* Reduced average handling time (AHT) by 15% within six months.* Decreased wait time by 30% through strategic initiatives over one year. * Leveraged data and eCommerce to improve overall customer experience and efficiency. Show less

Experienced in driving strategic growth and cultivating client relationships across retail, e-commerce, telecommunications, technology, finance, hospitality, and tourism sectors. Expertise in omnichannel integration, personalization, supply chain resilience, regulatory compliance, cybersecurity, AI, machine learning, and digital transformation. Skilled in business development, strategic partnerships, and client management, delivering measurable results through collaborative growth strategies.

Toronto, Ontario, Canada

I am an Experienced Performance & Quality Manager focusing on call center operations and ISO certification. I have a proven track record in driving quality management, performance enhancement, and achieving ISO standards.Key Responsibilities:Quality Management: Implemented quality assurance processes and continuous improvement initiatives.Performance Monitoring: Developed and tracked performance metrics to optimize call center efficiency.ISO Certification Preparation: Lead… Show more I am an Experienced Performance & Quality Manager focusing on call center operations and ISO certification. I have a proven track record in driving quality management, performance enhancement, and achieving ISO standards.Key Responsibilities:Quality Management: Implemented quality assurance processes and continuous improvement initiatives.Performance Monitoring: Developed and tracked performance metrics to optimize call center efficiency.ISO Certification Preparation: Lead an 8-month process to achieve ISO certification, ensuring compliance with industry standards.Business Updates and Audits: Conducted regular business updates and audits to maintain compliance and drive improvements.Approach:Objective Setting: Defined clear quality and performance goals aligned with ISO requirements.Process Development: Create detailed SOPs and quality management systems.Training: Conducted training programs for staff on quality standards and performance metrics.Audits and Reviews: Performed regular audits and reviews to identify gaps and implemented corrective actions.Collaboration: Worked with cross-functional teams to align efforts and ensure successful outcomes.Achievements:ISO Certification: Achieved ISO certification in 8 months, enhancing credibility and competitiveness.Improved Metrics: Enhanced call center performance metrics, leading to higher customer satisfaction.Compliance: Ensured full compliance with industry standards and regulations.Continuous Improvement: Fostered a culture of ongoing process and quality improvements.Dedicated to quality management and performance excellence, consistently delivering results that position the call center as an industry leader. Show less

Toronto, Ontario, Canada

As a Call Center Team Lead, I drive team performance and exceptional customer service through strategic leadership and hands-on coaching.Responsibilities:Team Management: Lead a dynamic team of agents, ensuring optimal performance.Performance Monitoring: Tracked KPIs such as Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT).Workforce Management: Coordinate schedules and manage workloads for efficient call handling.Coaching and… Show more As a Call Center Team Lead, I drive team performance and exceptional customer service through strategic leadership and hands-on coaching.Responsibilities:Team Management: Lead a dynamic team of agents, ensuring optimal performance.Performance Monitoring: Tracked KPIs such as Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT).Workforce Management: Coordinate schedules and manage workloads for efficient call handling.Coaching and Mentoring: Provide ongoing training and support, fostering continuous learning.Quality Assurance: Conduct performance reviews and quality checks to ensure adherence to standards.Steps to Perform Tasks:Set Clear Goals: Aligned individual and team goals with call center objectives.Monitored and Analyzed Data: Used tools to track KPIs and addressed performance gaps.Engaged and Motivated Team: Maintained high engagement and morale through recognition and feedback.Provided Targeted Coaching: Delivered personalized coaching sessions based on performance data.Implemented Best Practices: Shared industry best practices to enhance performance and customer satisfaction.Outcomes:Improved Team Performance: Consistently achieved and surpassed KPIs, reducing AHT and increasing FCR rates.With Enhanced Customer Experience: Elevated CSAT scores through efficient call handling and problem resolution.Optimized Workforce Management: Maintained optimal staffing levels and reduced overtime costs.Continuous Development: Fostered a culture of improvement, resulting in a well-trained, motivated team.Achievement of Targets: Consistently met and exceeded performance targets, contributing to call center success.Passionate about excellence, I leverage my leadership, workforce management, and coaching skills to ensure our customers receive the best possible service. Show less

Toronto, Ontario, Canada