 Lead, develop and serve a direct team of up to 10 managers and a total team of 150 - 200 service executives and second line dedicated teams.  Participated in most aspects of setting up a new site Hiring Manager for most positions within the Site Set KPI targets for the Site Created workshops to focus on engagement and development. Worked on initiatives to drive performance with a focus on continuous improvement Worked closely with all relevant stakeholders to… Show more  Lead, develop and serve a direct team of up to 10 managers and a total team of 150 - 200 service executives and second line dedicated teams.  Participated in most aspects of setting up a new site Hiring Manager for most positions within the Site Set KPI targets for the Site Created workshops to focus on engagement and development. Worked on initiatives to drive performance with a focus on continuous improvement Worked closely with all relevant stakeholders to understand the needs of all aspects of the business Worked closely with our Learning and Quality team to ensure the success of our QA program Lead best practice sharing sessions with Regional and Global partners Participated in weekly strategy meetings. Started and chaired our Health and Safety Committee. Responsible for maintaining Site Engagement budget Helped lead the creation of our first Advanced Roles Team Show less

 Motivated and mentored a staff of 16-20 Customer Service Representatives. Established hiring criteria for new representatives and lead recruitment efforts. Met with Public Works program areas to ensure their customer service needs were met.  Monitored and provided coaching monthly to staff. Created a reward and recognition program. Developed a new quality assurance program. Created and sponsored a leadership development program. Responsible for yearly… Show more  Motivated and mentored a staff of 16-20 Customer Service Representatives. Established hiring criteria for new representatives and lead recruitment efforts. Met with Public Works program areas to ensure their customer service needs were met.  Monitored and provided coaching monthly to staff. Created a reward and recognition program. Developed a new quality assurance program. Created and sponsored a leadership development program. Responsible for yearly performance appraisals. Responsible for taking corrective action when necessary Show less

 Supervised and set targets for a staff of recruiters and office personnel. Responsible for writing quarterly and annual reviews. Responsible for preparing for both internal and external audits on systems and files. Responsible for selling Spherion’s services to a wide variety of potential clients on a weekly basis. Responsible for recruiting for Industrial and Clerical positions at Sanmina for Spherion. Interviewed 10-15 potential candidates daily. Pre-screened… Show more  Supervised and set targets for a staff of recruiters and office personnel. Responsible for writing quarterly and annual reviews. Responsible for preparing for both internal and external audits on systems and files. Responsible for selling Spherion’s services to a wide variety of potential clients on a weekly basis. Responsible for recruiting for Industrial and Clerical positions at Sanmina for Spherion. Interviewed 10-15 potential candidates daily. Pre-screened resumes and candidates to ensure compatibility with positions offered. Performed reference checks. Posted positions on job sites such as Workopolis and Monster. Supervised and provided orientation to new staff. Responsible for taking corrective action when necessary. Met with senior staff at Sanmina daily to ensure needs were being met Show less

 Responsible for motivating, coaching and supervising a team of 4 technical support supervisors, 80 technical support and sales customer service representatives as well as industrial staff in Epson’s warehouse Responsible for on-going continuous process improvement in the areas of quality and productivity. Responsible for interviewing and making hiring decisions for call centre and industrial positions. Responsible for writing performance reviews on an annual… Show more  Responsible for motivating, coaching and supervising a team of 4 technical support supervisors, 80 technical support and sales customer service representatives as well as industrial staff in Epson’s warehouse Responsible for on-going continuous process improvement in the areas of quality and productivity. Responsible for interviewing and making hiring decisions for call centre and industrial positions. Responsible for writing performance reviews on an annual basis. Participated in monthly and yearly planning of call centre operations at executive level. Responsible for taking corrective action when necessary. Ensured compliance with employment legislation at all times. Participated in the training of new technical support representatives and supervisors. Prepared monthly and yearly reports for executive level. Maintained, analyzed and utilized statistical information and made recommendations based on findings. Lead Policy and Procedure reviews regularly Assisted with setting staffing levels based on call trends and warehouse needs. Supervised many ongoing special projects Created and maintained statistical database  Planned, implemented and evaluated training workshops and certification for evaluators Coached evaluators on a weekly basis Responsible for expansion and evolution of monitoring program Managed Service Levels with call routing software Improved Call Centre Quality by 15% through many different initiatives Show less