Lisa Iles Email & Phone Number

Waterloo, Ontario, Canada

Privileged to spend my days providing real-time peer coaching support for front line staff; developing their knowledge and skill one interaction at a time. Identifying trends and gaps in knowledge/skill/will areas of opportunities and providing feedback/creating resources and training materials. First point of contact and concierge service to our amazing.

Waterloo, Canada Area

• Leading a high performing team of Early Collections Unit agents and Retention Representatives in our Mortgage Solutions Centre
• Providing input surrounding our processes, planning, organizing, designing and delivering programs focusing on retaining mortgages and selling ancillary services.
• Ensuring my staff have the knowledge they require to support all customer calls and emails.
• Weekly coaching to ensure all members of my team are empowered to effectively handle their roles in a confident and professional manner.
• Identifying their strengths to provide suitable career paths for individuals.
• Establishing goals and providing guidance to encourage development of employees.

Kitchener, Canada Area

• Leading a high performing hybrid team of sales and service professionals in our Contact Center and Mortgage Solutions.
• Providing input surrounding our processes, planning, organizing, designing and delivering programs focusing on retaining mortgages and selling ancillary services.
• Educating, coaching and counseling staff to ensure they are empowered to effectively handle their roles in a confident and professional manner.
• Identifying strengths to provide suitable career paths for individuals.
• Establishing goals and providing guidance to encourage development of employees.
• Identify gaps in performance and develop plans for improvement.

Kitchener, Canada Area

• An integral part of a dynamic team whom supports our borrowers with their mortgage needs
• Engaging in enhanced rate negotiation conversations
• Improving cash flow of our borrowers through early renewals
• Assisting with debt consolidation, renovations and investment goals through our refinance program
• Equipping clients with the ability to own their dream home through our porting options
• Providing peace of mind in the event of a disability or death through our mortgage insurance coverage

• Supported escalated and passionate customers with various concerns in order to re-establish customer loyalty and satisfaction while meeting and exceeding company indicators.
• Skillfully uses problem solving and negotiation to achieve win-win resolutions for both customer and business.
• Expertly diffuses difficult conversations to prevent further escalating to Office of the President.
• Politely address customers concerns via telephone and through live-chat platform.

Kitchener, Canada Area

• Responsible for performance, attendance and behaviour management, skill improvement, supervision and coaching for a team of 15-22 direct reports in Team Leadership capacity.
• Motivated direct reports to consistently meet/exceed expectations through daily, weekly coaching and monthly goal-setting sessions Oversaw HR paperwork, approve incentive qualifications and accountable for reporting.
• Facilitated weekly team meetings and presentations to ensure understanding of key concepts to encourage and champion positive compliance
• Demonstrated consistently strong performance by meeting or exceeding all key performance measures
• Comfortable handling difficult/passionate conversations, as well as those that are sensitive in nature, with respect and dignity
• Adaptable, able to prioritize activities and meet tight deadlines in a fast paced call centre environment

Kitchener, Canada Area

• Conducted facilitation, mentoring and extensive coaching of new employees for improvement in all key business indicators to ensure optimal performance
• Responsible for monitoring performance, managing behaviour and championing growth.
• Successfully completed several Management backfill assignments for various leaders
• Effectively managed and provided post-training support for new and cross-trained agents
• Reported on performance, goals and coaching strategies to management teams
• Progressively created and refined coaching goals to ensure corporate objectives were exceeded

Kitchener, Canada Area

• Assisted customers who subscribed to Cable, High Speed Internet and Rogers Home Phone products
• Consistently met key business indicators
• Encouraged and coached peers to drive sales results through peer coaching and call listening
• Voluntary membership for the Employee Engagement Team

Waterloo, Ontario

• Trained new employees regarding store standards, customer service, health and safety
• Delegated daily responsibilities, organized floats and deposits
• Encouraged positive work environment through role model behaviour
• Addressed and resolved customer complaints.

Brampton, Ontario

• Completed scheduling, balancing floats and nightly deposits
• Reviewed sales from previous year and set new sales target for store and individual staff goals
• Motivated staff to increase units per transaction
• Monitored and introduced new ways to reduce loss prevention.
• Aided with recruitment and training of new staff.

Education record

Ontario Secondary School Diploma

Activities and Societies: Global Studies class - organized largest food drive to date with over 2,200lbs of non-perishable food collected.