o Provided post-sales account consulting services for SMB and Corporate clientso Assisted and supervised a team of 20 employees, overseeing daily operations o Facilitated team meetings and training sessions to improve skills and knowledgeo Collaborated with cross-functional teams to create model sheets for robotic process automation

o Performed various troubleshooting for mobile phones, wireless home phones, Rogers.com email accounts, consumer accounts and serviceso Subject Matter Expert (SME) for ICU on a project basis to help train and supervised new hired agentso Mentored new and existing WTS agents to achieve assigned targets for quality assurance and saleso Developed training aids and instructional materials for learning and enablement in a WTS environmento Conferred with department managers on employee performance following trainingo Selected as a Subject Matter Expert (SME) to implement Signature Sales to help generate and drive business revenue