Coached team on developing and implementing departmental and individual goals, and routinely checking in on progress, ensuring overall alignment within the department in accordance with Agile methodology, to build a high-performance, continuous improvement culture.As a servant leader, helped team members to develop their own strategies for success, providing feedback and asking probing questions along the way which helped refine solutions.Coached technical leads and managers on progressive discipline process, leading to a smoother workflow for staff and better communication of performance issues.Collected, collated, and delivered 360 feedback throughout the year for employees, culminating in writing performance appraisals, and coaching others how to provide feedback.Managed the recruiting function for the department, from determining job requirements to interviewing to onboarding of new hires.Designed and implemented standardized interview questions aligned with corporate and departmental goals, in accordance with Agile methodology, leading to a more effective recruiting process.Coached technical leads and managers on how to interview, leading to increased skill development and a smoother experience for interviewers and interviewees.

Led a two-site multimedia customer contact centre of 100-130 staff based in Toronto, supporting large corporate customers and small businesses.Performed full-cycle recruitment and provided Human Resources support to department managers and team leads.

Led a group of 6 Account Managers. Analyzed attrition patterns, developed & implemented strategies to retain customers individually and holistically.

Managed staff of up to 100 employees, including Managers, Team Leaders, Workforce Manager, Training and Projects, and represented customer concerns to the CEO and other executives.Performed full-cycle recruitment and provided Human Resources support to department managers and team leads.Responsible for liaising with law enforcement as required.

Oversaw department of 8-10 customer service representatives. Performed full-cycle recruitment and provided Human Resources support

Led department of 25 customer service representatives

Managed 15-35 customer service representatives, providing coaching, feedback and support in a 24/7 environment, with a strong emphasis on customer satisfaction.