My primary responsibility was to manage all transactional outcomes of customer calls by performing any required activity to ensure customer’s requests are accurately processed or defer to appropropriate internal business groups and escalate complex or unresolved customer situations to managers as required, also responsible for performing initial problem solving within given rules/limits & escalates when requiredOther responsibilities also included adhering to regulatory and compliance requirements, including Anti-Money Laundering and Terrorist Financial Consumer Agency of Canada (FCAC) consumer provision requirements and Privacy Act provisions and, identifying, reporting suspicious patterns of activity that are suspected to be related to money launderingAdditional responsibilities included understanding customer needs and providing advice related to personal banking and credit card strategies, fulfill sales and service activities for the customer in accordance with approved procedures and, maintain current knowledge of personal banking and credit card industries, practices, and trends and integrate this into customer conversations in a professional manner.

In my role as a Process Improvement Coordinator, I was primarily responsible for designing, mapping, integrating and testing of process flows into Blueprint. Part of my role also included monitoring and analyzing knowledge base metrics to identify content, this led me to research user interface gaps and develop action plans to address process changes. I identified, tracked gaps and partnered with Subject Matter Experts to resolve issues and based on this, I measured improvements and implemented recommendations to the call flows.I also actively participated in Blueprint optimization activities and ensured requests respected established guiding principles. I made recommendations to improve design and consistency to ensure that the final product was technically sound and accurate.Based on the above, I was able to complete projects with accuracy, ensured that the deadlines were met, and this resulted in a better experience for Corporate frontline agents and clients.

My primary responsibility was supporting clients via Salesforce and calls from key contacts, dealer, account managers for enterprise and medium accounts relating to variety of issues like bill explanation, changing price plan, adding/removing features and high data usage investigation, and in order to achieve customer satisfaction collaborated with internal departments like Analysts, Hardware solutions and National Channel Support Help Desk.Part of my role also included providing updates to account managers and business development representatives and providing feedback to Blueprint team if process gap identified.Apart from handling escalations on behalf of management and conducting Corporate self-serve training for key contacts, was able to exceed call center metrics.In this role, I got a better insight and understanding of the Corporate client care process as a whole which led me to my next role as a "Business Process Improvement Coordinator".

In my role as a business process improvement co-ordinator, was the one among the first few to identify functions related to Consumer and Technical Solutions front line flows using tools such as Motive for BPI migration and this led to me mentoring the new hires when mapping out functions. Party of my role also included identifying end to end flows (Blueprint process) for various processes based on call type which included topics like value added sales features (example: Call Display) and different tools usage. I attended daily and weekly meetings, huddles and based on feedback updated Visios for Blueprint migration.Based on the above, I was able to get a firm grip on different call center flows used by frontline agents and usage of different tools like Microsoft Visio, Excel and Motive.

My primary responsibility was to handle network related issues for wireless devices and was able to provide resolution to clients by extensive usage of tools such as NCMS, Pedigree, Syniverse resulting in customer satisfaction and numerous internal awards, thereby was made Ambassador for BITS blitz and Smartsolve (tools designed to improve customer experience).Part of my role also included escalating network related issues using tools such as HEAT, creating and following up on repair orders, I was also responsible for handling technical support calls related to the Privilege Que and escalations on behalf of managementDuring my role, I became an expert on operating systems like iOS, Android and user interfaces like Mobile Connect and Mobile TV which made me the go to person for technical related issues and this led me to my next role as a “Insight Analyst".

In these roles, my primary responsibility handle was to handle relatively small billing questions to complex billing escalations, basic triage for network and hardware related issues and, was part of a team that piloted iPad activations. Part of my responsibility also included upselling value added products based on customer requirement and promote Second line offers (SLO’s).Based on the above I was able to provide highest level of service and satisfaction to clients and achieved annual performance appraisal key objectives and expectations and fulfilled various duties of team lead during in charge assignment.During this time I also guided and provided coaching to new representatives to improve their skills and competencies, monitored call quality and AHT, while performing “Onsite Floor Walking Assignment” and also successfully completed Bell’s comprehensive Leadership Development Program which included several online leadership courses, coaching representatives, and designing and implementing incentives.