In this role, I proactively conducted several discussions, created marketing campaigns and strategies to promote Metrolinx policies and programs including the implementation of the UP. This mandate required me to effectively communication with customers to keep them informed and updated on latest innovations, upcoming events and activity updates. In this role, my accomplishments include:- Transitioned quickly from being a customer ambassador to becoming an acting supervisor from 2017-2018 based on high level of performance and customer service excellence.- Acted as a liaison between his team and the TTC to manage all transit related concerns, demonstrating expertise in problem solving, communication, and complex provincial systems.

This role granted me the opportunity to partner with 6 other team members to oversee multiple essential operations for Bell Mobility, including managing all legal challenges for billing dispute.Additionally, I directed training for multiple teams of call centre employees worldwide, generating KPIs and ensuring high level of consistent performance across locations.My accomplishments in this role include:- Trained third-party team for help desk in the Philippines, lowering overall cost of running the centre by 30%+ based on high level of performance.- Led process implementation structures that still exist company-wide to this day, providing operational excellence and driving value for team and organization.- Partnered with national leadership to optimize performance at Star Tek centre in Thunder Bay, collaborating with key stakeholders to establish KPIs and develop coaching techniques for operation managers.- Demonstrated high level of adaptability through online training of support desk staff in Nova Scotia, personally managing Tier 2 Calls and providing solutions to commonly occurring pain points.