Director of Sales, Member Success and Customer Service

- Managed a team of 12 lead agents who act as supervisors and a help desk for frontline agents.- Managed attendance, performance, adherence, and other KPIs.Delivered data-driven insights to senior management, enabling informed decision-making.- Led and managed projects to optimize call centre operations and collaborated on cross-functional initiatives for streamlined call centre processes.- Mentored and coached colleagues, fostering a culture of continuous learning. Conducted… Show more - Managed a team of 12 lead agents who act as supervisors and a help desk for frontline agents.- Managed attendance, performance, adherence, and other KPIs.Delivered data-driven insights to senior management, enabling informed decision-making.- Led and managed projects to optimize call centre operations and collaborated on cross-functional initiatives for streamlined call centre processes.- Mentored and coached colleagues, fostering a culture of continuous learning. Conducted training sessions, elevating team skills and performance.- Supported our outsourcer with touchpoint meetings and call calibrations- Provided thorough data analysis of KPIs to executive management- Point of contact for technical expertise with our call center software Genesys Cloud and NICE Webstation Show less

- Managed a team of reservation agents, ensuring top-tier customer service and efficiency.- Emphasized and brought changes to the security procedures to protect customer data.- Played a key role in many committees including the roll-out of Genesys Cloud, NICE Webstation / EEM and the call handling / calibration committee. - Delivered data-driven insights to senior management, enabling informed decision-making.- Led projects to optimize call centre operations and collaborated on… Show more - Managed a team of reservation agents, ensuring top-tier customer service and efficiency.- Emphasized and brought changes to the security procedures to protect customer data.- Played a key role in many committees including the roll-out of Genesys Cloud, NICE Webstation / EEM and the call handling / calibration committee. - Delivered data-driven insights to senior management, enabling informed decision-making.- Led projects to optimize call centre operations and collaborated on cross-functional initiatives for streamlined call centre processes.- Mentored and coached colleagues, fostering a culture of continuous learning. Conducted training sessions, elevating team skills and performance.- Supported our outsourcer with touchpoint meetings and call calibrations Show less

Experienced self-employed stocks and cryptocurrency trader with a focus on in-depth research, staying abreast of market news in the financial world, and navigating complexities such as Defi, cryptocurrency exchanges, staking, NFTs, and distinctions between Bitcoin and other cryptos. Adept at leveraging comprehensive market knowledge to make strategic investment decisions and capitalize on emerging opportunities.

SiriusXM / Connected Vehicle Team Manager (Response and Sales)- Managed a team of 18-20 agents.- Coaching and evaluating performance (multiple KPIs)- Managing attendance & schedules, reporting, meetings with clients/vendor managers, preparationand presentation of decks (performance progress, charts, data analysis, etc.) to different stakeholders,recruiting, interviewing, HR responsibilities, RTA, etc.- Prime of the sales team, presented weekly progress to clients on… Show more SiriusXM / Connected Vehicle Team Manager (Response and Sales)- Managed a team of 18-20 agents.- Coaching and evaluating performance (multiple KPIs)- Managing attendance & schedules, reporting, meetings with clients/vendor managers, preparationand presentation of decks (performance progress, charts, data analysis, etc.) to different stakeholders,recruiting, interviewing, HR responsibilities, RTA, etc.- Prime of the sales team, presented weekly progress to clients on sales/retention results, action plans and strategies.- Supported emergency response and customer service teams. Show less

Managed 30-40 employees, including 6 team leaders, three departments in spa operations: reception,phone reservations and spa experience.

SiriusXM / Connected Vehicle Team Manager (Response and Sales)• Managed a team of 18+ agents. Responsibilities include: coaching and evaluating performance (multiple KPIs), managing attendance & schedules, reporting, meetings with clients/vendor managers, recruiting, RTA, etc.

Koodo Mobile (Customer Service)- Lead a team of 20 Subject Matter Experts (Primeship) - trained and developed the SMEs to train andcoach the new hires, give huddles, support the floor, handle tough situations, etc.- Prime of the Welcome Team and integration process- Managed the webstore team- Supported a customer care team who handled billing, troubleshooting, soft sales

• Provided customer care and ensured the satisfaction of Koodo Mobile clients • Handled billing, provisioning of mobile services and resolved any technical problems with devices• Followed up with clients to ensure problem resolution and customer satisfaction

• Handled customer care and escalation calls as a Level 2 supervisor• Ensured and maintained the best possible customer service experience• Encouraged and aided fellow agents with positive communication and feedback• Maintained a customer focused environment and provided detail oriented service

AUDIO: production, recording, editing, mixing, mastering, songwriting, jingle writing, commercials, etc.VIDEO: Sound design, sound effects, dialogue editing, music writing, location mixing, etc.

• Recorded and reported inventory with high accuracy in a fast paced environment• Problem solved and worked effectively within a team environment

• Provided professional and friendly service to all incoming customers• Ensured ticket requests were completed quickly and thoroughly to provide best experience• Awarded “Most Tickets Sold Per Hour for the Month” in October 2010