Mark Ranjobal Email & Phone Number

www.autozoom.ca

• Setting and meeting performance targets for speed, efficiency, sales and quality• Managing the daily running of the call centre• Manage B2B Team (Pitney Bowes)• Monitoring random calls to improve quality, minimize errors and track operative performance• Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff• Reviewing the performance of staff, identifying training needs and planning training sessions• Recording statistics, user rates and the performance levels of the centre and preparing reports• Handling the most complex customer complaints or enquiries• Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes• Ensuring all administrative and IT records are entered and updated correctly• Providing prompt and accurate information on individual performance• Mentoring and training up junior and new staff

• Direct the daily operations of the customer service team in Canada and USA• Oversee the achievement and maintenance of agreed customer service levels and standards• Ensure the necessary resources and tools are available for quality customer service delivery• Review customer complaints• Co-ordinate and manage customer service projects and initiatives• Analyze relevant data to determine customer service outputs• Plan, prioritize and delegate work tasks to ensure proper functioning of the department• Evaluate and performance manage staff

Montreal, Canada Area

PresentOffshore/Onshore Call Center Vendor Manager, (Mai 2007 -Juin 2012)Manage day to day operations for Bell Internet, Bell TV , Bell Home Phone and Bell Internet Electronic Chat Line of Business at multiple Bell Partner's site to ensure the Partner is meeting Bell monthly metric Targets. Managed a team of 250 employees and 6 managers.Actively participated in partner quality calibration sessions to eliminate any gaps between the Partner and Bell quality scores.Monitored and inspected compliance to processes and requirements.Discussed low-performers and determined coaching requirements with Partner.Identified training needs based on Key Performance Indicators, trending, and call observations.Communicated scope of all new projects and pilots to Partner's operations team.Oversaw the implementation of projects and pilots programs.Ensured Partner follow-up and inspected compliance to Bell Contract Requirements.Communicated executive escalations to the Partner and verified that agents' coaching and required disciplinary actions are taken by Partner. Flagged any absenteeism trends and staffing issues visible, or upcoming on site activities that impact service delivery.Gathered real time floor feedback on call drivers and inspected Work Force Management to gather real-time data.Conducted monthly invoice validating and tracking.Participated in Bell hosted activities and special events.Performed quarterly site audit to ensure that it complied with all aspects of Bell requirements, starting from Hiring to Operation and Quality.

Mobility and Bell-Residential) (March 2005 - Mai 2007)Monitored site training completion and comprehension scores.Prime for the PC FUSION / Exceptions / Quiz at MPSCTraining/coaching new MPSC agentsResponsible for maintaining good relationship with clientsBuilding Hypes on a monthly basisRecommend best services to meet the customer's needsHandle complicated services and follow up with customersV.I.P Customer project!Retention Prime; Creating Retention offersTreating escalation calls handling irate customers Special project: working with Executive Care complaints

Expertel – Team Lead B2B and Outbound (January 2000 – March 2002) • Managing group of 10-20 reps.• Leading Team for Bell internet, Credit card CIBC.• Special B2B project : Gaz metropolitan.