Michael L. Email & Phone Number

Hamilton, On, Ca

Hamilton, On, Ca

Burlington, On

I assist businesses and individuals who have been victimized online, to rebuild and restore their online reputation

Brampton, Ontario, Canada

Brampton, Ontario, Canada

Brampton, Ontario, Canada

Scarborough, On And Barrie, On

National Operations Training & Quality Team• Achieved 91% Top 1 Box score and 100% Top 2 Box score for facilitation of New Manager On-Boarding Coaching Program in 2015• Developed, designed and facilitated coaching workshops and tool kits for Contact Centre Management• Facilitated virtually led and in-class training to various departments, such as Customer Care, Technical Support, Collections, Loyalty & Retention and Channel Care within Canada and Internationally

Scarborough, On

• Managed Tier 3 Technical Data Support, Quality Coaches and Frontline Technical Support• Mentored Contact Centre Representatives in leadership development program• Create and monitor opex and capex budgets and forecasts• Successfully developed and implemented new coaching strategy for non-call interactions• Select Interview certified• Supported up to 19 direct reports (Union and Management)• Familiar with Lean and Agile concepts• Successfully pitched and developed call evaluation forms• Improved customer survey scores by identifying service gaps• Developed correlation reports from customer surveys to KPI’s.• Provided recommendations to vendors on external customer surveys, including text messages, email and online• Provided KPI analysis to Contact Centre Operations

Ontario, Canada

• Provide on site technical support and data collection to Channel Partners and Corporate Clients• Drive testing cellular coverage• Assist Sales Representatives with technical details • Provided KPI analysis of ticketing system to RF Engineers and Performance Specialists

Etobicoke, On