Patrick Bell Email & Phone Number

Ancaster, On

- Daily inspection of work vehicle (pre & post trip) to ensure that it's safe to operate on the road and report any defects to my manager for repair- Complete nightly forms on SiteDocs and GeoTabDrive to comply with safe work standards- Complete daily route using Aspire in order to log work hours and materials used at each work site- Nightly check of my work truck to ensure that I have the necessary equipment to complete my work tasks- Apply safe driving techniques throughout the night to adhere to CSL's company standard (200 to 400 km's driven nightly throughout Hamilton, Burlington, Guelph, Kitchener and Cambridge)- Nightly inspection of each site prior to starting work to identify possible security issues and formulate a work plan- Thoroughly clean work sites by emptying trash cans and replacing the garbage bags, washing down garbage receptacles when needed, litter pickup throughout the entire lot, clean around all dumpsters and emptying all accumulated garbage in the designated disposal areas- Communicate any site issues to my manager by text, or e-mail and attach any applicable photos- In emergency situations, contact local police to report the security issue and complete the applicable company form

Burlington, Ontario

• Managing a team of between 10-18 Customer Care Professionals (CCP's);• Provide floor support by answering process and product related questions from CCP’s to ensure timely service to cardmembers;• Responsible for the day-to-day management of my team and production floor to ensure a high quality of customer service to cardmembers;• Responsible for identifying service improvement opportunities by understanding the department goals and priorities;• Mentor staff including performance feedback, career coaching, development of action plans and managing morale;• Responsible for listening and grading quality evaluations for my team;• Responsible for authorizing hours in ADP for employees bi-weekly pay;• Attend weekly Team Leader meetings for any department updates, process or product updates and share team VoCM results;• Handle escalated calls from cardmembers; and,• Provide assistance when call volumes and backend tasks dictate.

Montreal, Canada Area

* Managed a team of 15 Customer Care Representatives (CCR's):* Provided floor support by answering process and product related questions from CCR’s to ensure timely service to clients;* Responsible for the day-to-day management of my team and ensure a high quality of customer service to both E-commerce and In-store clients;* Responsible for identifying service improvement opportunities by understanding the department goals and priorities;* Mentored staff including performance feedback, career coaching, development of action plans and managing morale;* Responsible for listening and grading quality evaluations for my team;* Responsible for the administration of the Calabrio QA tool and troubleshoot any technical issues that a CCR or team lead might encounter;* Attended weekly operational meetings to review department results, ongoing and upcoming initiatives, project updates and share any feedback or suggestions;* Attended weekly Team Leader meetings;* Handled escalated calls and injury complaints from clients;* Assisted with the recruitment of new CCR’s; and,* Provided assistance when call volumes and back office tasks dictated.

Ottawa, Ontario & Montreal, Quebec

• Successfully managed a team of 15 Customer Care Representatives (CCR's) during a period of 5 years;• Effectively managed my team on a day-to day basis to ensure a high quality of customer service to clients and advisors by providing timely coaching;• Consistently achieved monthly results for quality, attendance, adherence to schedule and efficiency by setting clear goals for my staff and reviewing each employee’s progress report on a daily basis;• Proudly mentored several direct reports into new roles by delegating additional tasks to them and developing the key competencies for the role;• Regularly held 1on1 meetings with staff to conduct performance reviews;• Proactively planned and scheduled 1on1 meetings with my staff;• Hosted a spirited 30 minute team meeting every week which focused on developing team chemistry through group building activities and encouraging open discussions on recent product and process updates;• Diligently followed the business units performance management process by setting short term goals for the employee and ensuring weekly follow-ups occur to share results and feedback;• Proactively identified service improvement opportunities by understanding the goals and priorities of Sun Life to help increase first call resolution and minimize costs;• Capably handled escalated calls from clients and advisors by listening to the caller’s request, being empathetic, providing options and partnering with other internal areas when required;• Partnered with other managers to help with the recruitment/hiring of new CCR’s where my responsibilities included asking relevant questions and taking clear and concise notes;• Delivered a clear and easy to understand training program to new lead hand representatives and provided timely process updates for 60 lead hand representatives; • Organized and chaired productive Team Leader meetings on a weekly basis and updated the agenda with clear and pertinent information;

Ottawa, Ontario

• Consistently provided exceptional customer service by actively listening to the caller, completing the request in a timely manner, and processing the request accurately;• Successfully identified sales opportunities for our insurance advisors while speaking with current and prospective customers;• Partnered with peers, team leaders and Tier 2 to help resolve complex cases;• Enthusiastically answered product and process questions from peers while on the lead hand team;• Proudly built long lasting business relationships with peers and advisors by providing service with a smile;• Encouraged the development of team morale by acknowledging my peers successes, both personally and professionally;• Eagerly promoted team comradery by organizing team outings outside of work;• Gained the trust of peers, advisors and management by always adhering to the company’s confidentiality policy

Ottawa, Ontario

• Effectively ran the daily data backups by ensuring that the required tapes were available and organized properly;• Regularly communicated with peers to ensure that all daily reports and cheques were printed in a timely manner

Agricultural Science

Science, Agricultural Sciences