Nicole Pacheco Email & Phone Number

Toronto, Ontario, Canada

• Streamlined processes to increase email response efficiency by 15% over previous year• Reached out to major stakeholders to fully understand the needs and increase inter departmental collaboration• Chat sales conversion was increased by 5% with a greater emphasis placed on customer service to increase customer good will• Worked with Training department to tailor onboarding of Digital agents to decrease attrition and increase employee success once training has been completed• Developed and executed reporting to give real time productivity and sales information to more effectively coach agents and get improvements faster

Toronto, Canada Area

• Created ad hoc macros and automated reports in order to streamline current operational processes• Reduced time to create weekly executive reports from hours to minutes• Trained 60 project managers (PMs) on pulling data for reports from internal database and formatting reporting in SharePoint, OneNote and MS Project thereby improving efficiency and reducing administrative tasks, resulting in more consisting branding for the Project Management Group• Worked with development team to develop the Salesforce tool for use within the GTM; provided training and performed testing to ensure tool was ready for roll out to PMs• Used technical skills to benefit PMs by creating streamlined SharePoint subsites and automating repetitive tasks to increase PM time efficiency

Toronto, Ontario, Canada

• Collaborated with different groups across Rogers and fido to improve customer experience• Maintained highest case resolution rate within the team• Worked within team to assist co-workers in resolving cases• Employed Lean Six Sigma principles to complete cases and / or projects• Process Improvement focused on agent empowerment and customer experience

Mississauga, Ontario, Canada

• Database administrator of call centre representative coaching tool (COMPAS)• Created and executed complex programming and macros in order to accurately and efficiently load individual call centre metrics• Used data to provide management team with call centre insights to target AHT reduction initiatives • Performed call centre analytics, trending and forecasting • AWARD - Rogers Customer 1st Award for ESM Upgrade Project

Mississauga

• Managed process and projects that focused on increased efficiencies and interdepartmental partnership between the Warehouse and Call Centre groups• The redesigned process for Reverse Logistics enabled that group to move from a 5 day return delay to next day returns• Increased the amount of returns done by each employee by 25% which caused a decrease of overtime usage by half• AWARD - “NOS Star of the Month” by team members for enhancements in Reverse Logistics

• Managed Rogers-wide Employee Recognition Program which generated $250K for the Shopping Channel annually• Changes and enhancements to the process resulted in a 75% decrease in customer complaint e-mail • Shortened turnaround times from 6 weeks to 1 week for creation of packages• AWARD - Rogers Customer 1st Award for improvements to program

• Performed random and unannounced process audits to ensure SOX compliance• Processes continually re-evaluated to minimize risk of fraudulent activity• Developed with Pitney Bowes a tracking system to measure picking and packing activities within the Warehouse• Deployed pilot of tracking system and preformed all training, conducting analysis to determine ‘downtime’ due to learning new process and tracked efficiencies as employees gained proficiency• AWARD - “Employee of the Month” by the Vice-Presidents and Directors of the Shopping Channel• NOMINATED - The Shopping Channel “Employee of the Year” for 2006 and 2008

• Designed and implemented various management reports which analyzed yearly trends and measured performance against budget• Managed payroll for unionized employees; reduced payroll errors from 10% to zero• AWARD - “Employee of the Month” by the Vice-Presidents and Directors of the Shopping Channel

Ba, English

Diploma, Applied Information Technology

Learned about Project Management and Software Development. Performed real-case scenarios that involved using Visual Basic, client.