Robert Porter Email & Phone Number

Ottawa, Ontario, Canada

-Building infrastructure waterworks loads.-Loading flatbeds with Forklift.-Direct customer interaction for walk ins.-Loading / unloading Tractor Trailers

Ottawa, Ontario, Canada

ACZ Flatbed Driver. Delivering waterworks infrastructure materials.

Ottawa, Canada Area

-Client communications and interaction-Client Reporting-Staffing-Payroll Submission and Supervision-Forecasting and scheduling-Statistical and data analysis-Daily, weekly and monthly contract and statistical reporting-Procedural development-Coaching and development of Team Leads-Documentation of employee and call center performance-Creation of tracking and reporting tools using software-Implementation and follow-up on progressive discipline matters… Show more -Client communications and interaction-Client Reporting-Staffing-Payroll Submission and Supervision-Forecasting and scheduling-Statistical and data analysis-Daily, weekly and monthly contract and statistical reporting-Procedural development-Coaching and development of Team Leads-Documentation of employee and call center performance-Creation of tracking and reporting tools using software-Implementation and follow-up on progressive discipline matters involved in Agent and Team Lead performance and attendance-Overview of daily call center performance-Real time call flow analysis and reporting-Monitoring and reporting of agent and center performance.-Coaching and development of Agents-Assure attendance and policy and procedure adherence by agents. -Creation and delivery of evaluations and reviews to agent. -Interviewing and recruiting new personnel. -Effectively dealing with customer escalations. Show less

Ottawa, Canada Area

- Construction and Landscape labour-Deck and Fence construction-Interlock Installation-Excavation-Tool Use (electric & Gas)-Landscaping-Excavator, Bobcat and lite dump truck-Residential and commercial plowing

Ottawa, Canada Area

-Responsible for call center service levels and analysis of trends for scheduling and reporting purposes.-Monitoring and reporting of agent and center performance.-Scheduling of all site personnel.-Coaching, feedback, mentoring and monitoring of agents.-Assure attendance and policy and procedure adherence by agents.-Statistical reporting and analysis for the purpose of overcoming obstacles, improving performance and achieving business goals.-Payroll… Show more -Responsible for call center service levels and analysis of trends for scheduling and reporting purposes.-Monitoring and reporting of agent and center performance.-Scheduling of all site personnel.-Coaching, feedback, mentoring and monitoring of agents.-Assure attendance and policy and procedure adherence by agents.-Statistical reporting and analysis for the purpose of overcoming obstacles, improving performance and achieving business goals.-Payroll submission.-Documentation of employee and call center performance.-Creation of tracking and reporting tools using software.-Creation and delivery of evaluations and reviews to agent.-Interviewing and recruiting new personnel.-Effectively dealing with customer escalations. Show less

Ottawa, Canada Area

-Liaison for assigned number (3) of Convergys' Service Accounts.-Communicate pro-actively with clients by telephone, e-mail, or other appropriate means.-Interact with clients via conference calls and on-site visits. -Work with Various departments and personnel to facilitate timely solutions for client’s technical issues and advocate their needs to the appropriate department when necessary.-Develop and maintain account profile information.-Monitor the level of service… Show more -Liaison for assigned number (3) of Convergys' Service Accounts.-Communicate pro-actively with clients by telephone, e-mail, or other appropriate means.-Interact with clients via conference calls and on-site visits. -Work with Various departments and personnel to facilitate timely solutions for client’s technical issues and advocate their needs to the appropriate department when necessary.-Develop and maintain account profile information.-Monitor the level of service provided by Technical Representatives. -Provide weekly and monthly reports detailing customer's incident status, history and call volume to client contacts.-Maintained strong relationships with client contacts.-Mentored and developed management team.-Held regular meetings with subordinates to ensure they were kept aware of call centre performance and changes in procedure.-Complete and present Quarterly Business Reviews.-Manage other various projects as needed in the team.-Identifying root causes of call volume issues and escalating where necessary.-Ensured call centre came within budget and achieved profitability.-Experience working with large accounts.-Knowledge of corporate environment.-Ability to effectively work in a team environment.-Ability to analyze financial data to determine support contract profitability.-Ability to analyze and interpret statistical data to ensure contract service levels and goals are met.-Excellent interpersonal and organizational skills.-Experience managing 150 personnel.-Excellent presentation skills.-Presentation and reporting of call center performance to both clients and upper management.-Interviewing and recruiting new personnel.-Convergys Customer Care Management Course.-Convergys C3 Coaching Course. Show less

Ottawa, Canada Area

-Scheduling of all site personnel.-Coaching, feedback, mentoring and monitoring of agents.-Assure attendance and policy and procedure adherence by agents.-Responsible for call center service levels and analysis of trends for scheduling and reporting purposes.-Monitoring and reporting of agent and center performance.-Statistical reporting and analysis for the purpose of overcoming obstacles, improving performance and achieving business goals.-Payroll… Show more -Scheduling of all site personnel.-Coaching, feedback, mentoring and monitoring of agents.-Assure attendance and policy and procedure adherence by agents.-Responsible for call center service levels and analysis of trends for scheduling and reporting purposes.-Monitoring and reporting of agent and center performance.-Statistical reporting and analysis for the purpose of overcoming obstacles, improving performance and achieving business goals.-Payroll submission.-Documentation of employee and call center performance.-Creation of tracking and reporting tools using software.-Creation and delivery of evaluations and reviews to agent.-Effectively dealing with customer escalations. Show less

Ottawa, Canada Area

-Internet Technical Support and Troubleshooting-Customer Billing and Account Assistance

Ottawa, Canada Area

-Deck and Fence construction-Interlock Installation-Excavation-Tool Use (electric & Gas)-Landscaping-Interior Renovations(Studding, Drywall, running wire, basic plumbing)-Roofing-Additions

Computer Programmer

History

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