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%.
• 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%.

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.

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.

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’.

School Of Business, Information Technology

Education record