Lissandro G. Email & Phone Number

Newmarket, Ontario, Canada

Swish Maintenance is Canada’s largest source for quality cleaning supplies and equipment. I'm responsible for the strategic business development, financial performance, customer relationship management and overall talent management of the Swish Service Department in Canada. As a critical component of the organization's growth strategy and value proposition, the Service division is one of Swish’s fastest-growing lines of business. I'm also responsible for implementing procedures and processes to continue and enhance growth through partnering with our field sales team and regional leaders.

Ottawa, Ontario, Canada

North America's leader in producing and distributing a range of interior and exterior windows and doors.I currently lead the overall operation of the service team consisting of over 20 technicians, outside service providers, scheduler and warehouse staff.Oversee the service team's exceptional service to our dealers, home builders, contractors, and their customers, by repairing or replacing window and door products as required while minimizing overtime per JELD-WEN’s Mission Statement, goals, objectives, and KEY Performance Indicators (KPIs).Perform in-field service evaluations of the service team's inspections and repairs. and assist with diagnosing root causes and reporting all product faults, failures, and errors. I enforce sound safety and housekeeping practices in the warehouse and effectively maintain existing tools in proper working order, replace them, and/or make recommendations and adjustments to warehouse equipment.

Brampton, Ontario, Canada

Metro Compactor Service is Canada’s leading expert in waste and recycling equipment and provides maintenance and repair services.I lead the overall operation of the service department for an area consisting of 18 technicians, dispatchers and sub-contractors. I Oversaw & manage operational activities being performed by technical staff, dispatchers and contractors in the GTA area and across the country.

Concord, Ontario

Ryder is a global manufacturer of material handling equipment, lift trucks and technology. As a service manager for an area consisting of over 28 technicians and 2 customer care representatives, where I oversaw and managed the operational activities performed by the technical team. I collaborated with other branch personnel on customer retention and acquisition strategies and provided customers with maintenance reports to resolve issues and complaints effectively.I also pursued new business for the company by delivering service presentations and fostering customer relationships.

Toronto, Canada Area

I managed day-to-day performances for an area workforce of over 65 technicians, dispatchers, and local/sub-contractors in the GTA and Ontario West area. On a daily basis, I provided my team's productivity/performance to the district operations manager and associate vice president. I monitored and analyzed key performance indicators and oversee the capacity forecast to ensure that all service level objectives are met. I'm also the manager of Health and safety procedures and programs: Emergency Operations Procedures (EOP), risk management inspections, crisis simulations, and other issues related to the parts warehouse. I fostered positive associate relations through regular meetings, focus groups, phone calls, handling associate complaints, and recognition.

Toronto, Canada Area

I managed a high number of caseload files with a successful close rate. As an Executive Resolutions Officer, I learned to be empathetic, and analytical and to respect processes and procedures. I identified potential, systemic issues, and complaint patterns and reports. I also provided weekly updates and reports to the Senior Executive Members and the CEO of Sears Canada.I strived to provide a positive experience for each complaint that I investigated. A listening ear to those who may be frustrated and distressed, or required special accommodations, without acting as an advocate or injecting opinions.

Toronto, Canada Area

I effectively supervised a workforce of 20 to 30 call center associates. I monitored queues and inbound calls to keep associates aware of the service levels. I also observed active complaints while providing critical support.I performed monitoring evaluations with all associates biweekly and maintained track of attendance, daily statistics, paid time off, and sick time. I was also responsible for recruiting new staff and scheduled existing associates. I developed contests, awards, and themes that increase agent loyalty and focus.

Toronto, Canada Area

As a special constable, I received and booked individuals in custody for court appearances and maintained calendar records of release and or bail dates. I was also responsible for all security aspects of a courthouse, including providing first aid, and ensuring that the judges and judicial staff, court employees, and the general public visiting the courthouse are safe.I liaison between all EMS, victim services, and parole office departments and appeared in court to testify on behalf of the city as requested.

Business Process Management, 89% Average

Activities and Societies: Introduction to Lean Six Sigma Methods- Completed Applying Lean Six Sigma Methods- CompletedIn Progress

Diploma, Police Foundations

Activities and Societies: Studied Criminology, Provincial Statues and Investigation, Fundamentals of Law Enforcement, Sociology and Harm.

Education record

Basic Court Officer Recruit Diploma

I took the basic court officer recruit training program