Robert Giroux Email & Phone Number

Ottawa, 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.

Miami, Fl, Us

Miami, Fl, Us

Responsible 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.

Miami, Fl, Us

Manage 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.

Miami, Fl, Us

Managed 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.

Zurich, Ch

Provided 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.

School Of Business, Information Technology

Education record