Skillfully manage team of Workforce Analysts to provide scheduling assistance to Customer Service Representatives across all US Contact Centers. Accurately report daily, weekly, and monthly results for all US Contact Centers. Motivate and mentor employees to exceed expectations. Cultivate strong, cross-collaborative relationships with US Learning and Development and Service Improvement teams.Selected Achievements:- Spearheaded seamless transition of Sun Life Toll Free numbers to Delaware Life following company acquisition, ensuring phone systems were successfully relocated for Delaware Life Call Center Reps. - Streamlined operations by fostering cross-departmental collaboration and introducing 3-month outlook meetings to improve training and special events planning for all US Contact Centers.-Improved Contact Center reporting by strategically identifying key metrics and establishing unified reporting requirements across all US Contact Centers.- Optimized performance of 2 US Contact Centers through conception and implementation of new skill-based routing strategies (Genesys Routing).- Heightened performance of Retirement Investment Services Call Center by developing and implementing new call flows for all toll free numbers.- Repeatedly recognized for outstanding performance, including: US Sun Life Financial Impact Team Award (2008); Sun Life Financial CEO Award (2011); and Quarterly Recognition Awards (2011, 2012).

Promoted to manage day-to-day team activity and performance. Broad scope of authority included monitoring schedule adherence, ensuring time card accuracy, managing attendance, writing performance evaluations and appraisals, and conducting coaching and development meetings.Selected Achievements:- Honored with CMG Team Leader Award in 2005. - Hand-selected to establish Customer Solutions team tasked with supporting Customer Service Representatives troubleshooting high speed internet solutions for client customers.- Chosen to establish new Billing team tasked with review of all billing complaints for client customers. - Designed new billing processes and played key role in creation of billing database with real-time reporting functionality for tracking Billing team performance.- Elevated efficiency of Customer Service Representative support by implementing robust chat solution software for Customer Solutions team.- Achieved lowest team attrition rate in Lethbridge Contact Center for 3 consecutive years in Lethbridge Contact Center through adept leadership and development of staff.Customer Service Representative (2000 – 2003)Provided superior technical support to clients, serving as first point-of-contact for HP Engineering team. Successfully coordinated call center business to ensure operations aligned with contract Service Level Agreements (SLA). Drove achievement of service level targets business-wide by cross-collaborating with other call centers in the US and Canada.Selected Achievements:-Reduced amount of redundant stock in repair warehouse by leading advanced team of Customer Service Representatives to develop trouble-shooting techniques that equipped customers with easy-to-follow instructions for self-repair.- Cultivated superior team of Customer Service Representatives by closely monitoring live calls and coaching new hires on effective trouble shooting techniques and call center phone etiquette.