Robert Giroux Email and Phone Number
Robert Giroux work email
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Robert Giroux personal email
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At AutoShack Auto Parts, our team's commitment to continuous improvement has led to a 20% increase in productivity through the implementation of a robust performance management system. With a focus on training and development, we have empowered our contact center representatives to exceed customer service expectations, thanks to our tailored learning strategies.Leveraging skills in active listening and problem-solving, the team and I have successfully enhanced the contact center's operations. Harnessing emotional intelligence, we've fostered an environment conducive to collaboration and effective communication, ensuring that the heart of our customer engagement is both empathetic and solutions-driven.
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Contact Center ManagerAutoshack Auto Parts Aug 2023 - PresentOttawa, Ontario, Ca• Team Management: Led a team of contact center representatives, trainers, and other related roles. Managed schedules, tracked performance, and conducted regular team meetings to ensure optimal performance.• Training and Development: Utilized experience in learning and development strategies to train new and existing staff on protocols, systems, and customer service strategies. • Performance Management: Monitored individual and team performance, identified areas of improvement, and implemented appropriate measures. Developed and implemented a performance management system that resulted in a 20% increase in productivity.• Project Coordination: Assisted with the coordination and implementation of projects, especially those that involved transitioning to remote work settings or other major procedural shifts. • Quality Assurance: Applied knowledge of quality standards and improvement methodologies to maintain and improve the performance of the contact center. Achieved a 95% customer satisfaction rating.• Customer Experience: Understood customer needs and priorities and used this knowledge to improve customer service and satisfaction. Developed and implemented a customer experience program that resulted in a 15% increase in customer satisfaction.• Task Management: Managed multiple tasks, prioritized effectively, and worked under time constraints to meet deadlines. • Software Implementation: Oversaw the implementation of new software, trained staff on its use, and ensured it was properly utilized.
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Learning Manager Sitel At HomeFoundever Jul 2018 - May 2023Miami, Fl, Us -
Learning Strategy And DevelopmentSitel Jul 2004 - Jul 2018Miami, Fl, UsResponsible for Learning and Development strategies in our Work @Home Solution. My role in this development is focused around identifying solutions that will allow us to transition our current ‘brick and mortar’ processes to a virtual ‘at home’ model. -
Training And Quality ManagerSitel Nov 2006 - Apr 2007Miami, Fl, UsManage a team of trainers and quality staff; ensure development through training and coaching.Manage in-house and client training delivery, as well as, quality services in the call centre.Ensure that all curriculums, training materials, training plans and schedules for staff development are maintained and current. Develop and/or implement training and quality learning strategies to deliver exceptional quality and service.Implement a Quality Plan for improved agent performance and enhanced customer satisfaction by partnering with Operations, Training and Quality to achieve the client’s goals.Develop and implement action plans necessary to meet and exceed required levels of performance and operational outcomes; recommend changes as needed.Attend client meetings and/or give formal presentations to provide high-level training support and consultation to our client and internal departments.Prepare training and quality reports.
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Quality ManagerSitel Jun 2003 - Nov 2006Miami, Fl, UsManaged and directed all activities of quality assurance department to ensure quality in products/services to clients.Prioritized and directed all daily operations of quality assurance department.Supervised and evaluated all quality assurance staff. Ensures employee development through training, motivational techniques, required disciplinary actions, and counseling.Participated in staff and client meetings to communicate pertinent information regarding production activities.Reviewed various reports to ensure activities are meeting client goals and objectives.Established strategies and goals for staff members to obtain in order to meet required and requested client specification.
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Technical Support SpecialistAdecco Employment Services Aug 2000 - Jun 2003Zurich, ChProvided telephone technical support for home and business users.Worked on the End User Replaceable Program (EURP) team assisting users replace defective components in their systems.Worked as a member of the printer support team.In September of 2002 I joined the Commercial Desktop Group.Completed the ‘Achieving Excellent Customers Relations’ workshop.Assisted in the development of the Introduction to ‘Network Basics’ workshop.Mentored incoming technicians.
Robert Giroux Skills
Robert Giroux Education Details
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Cambrian CollegeInformation Technology -
Sheridan College
Frequently Asked Questions about Robert Giroux
What company does Robert Giroux work for?
Robert Giroux works for Autoshack Auto Parts
What is Robert Giroux's role at the current company?
Robert Giroux's current role is Contact Center Manager | Training and Development.
What is Robert Giroux's email address?
Robert Giroux's email address is ro****@****tel.com
What is Robert Giroux's direct phone number?
Robert Giroux's direct phone number is +182827*****
What schools did Robert Giroux attend?
Robert Giroux attended Cambrian College, Sheridan College.
What are some of Robert Giroux's interests?
Robert Giroux has interest in Rally Racing, New Technology, Design, Ultimate, Learning, Computer Technology, Process Improvement, Quality, Animal Welfare, Arts And Culture.
What skills is Robert Giroux known for?
Robert Giroux has skills like Call Centers, Training, Process Improvement, Crm, Outsourcing, Contact Centers, Customer Satisfaction, Bpo, Customer Experience, Coaching, Call Center, Management.
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