Robin C. Email & Phone Number

Responsible for the Leadership of 2 Supervisors and 34 Customer Service Adjusters. Provide leadership and maintain standards of performance by monitoring and reviewing contact centre metrics, quality of file handling, performance plan, and training support. I work with internal focus groups with regards to the annual Employee Opinion Survey. I also am in charge of Recruiting & Training, working closely with ICBC Human Resources to ensure that staffing levels, coverage and training are appropriately responsive to out customer's demands. Monitor, develop and review key performance indicators to maintain operational efficiency and customer satisfaction. Participate in projects, committees and task forces to assist in the implementation of action programs

Vancouver, Canada Area

Provide Leadership to 5 Supervisors, 2 WFM people, and a team of 60-75 customer service agents made up of inbound agents, image review agents, resolutions specialists, fleet team, and correspondence team. Lead and manage the call centers operations and ensure targeted service and performance standard KPIs are reached and exceeded. Implement a Resolution Department to handle all customer escalations. Worked closely with the Head of HR resulting in the Best Employee Engagement survey in the company’s history. Turned around a challenging environment to one of positivity which resulted in decreasing staff turnover

Vancouver, Canada Area

Provide Leadership to 4 Teams, and oversee 45 agents throughout BC & Alberta. Lead and manage the Williams Customer Care Center and ensure targeted service and performance standards are not only reached but exceeded. Assist in the development and execution of tactical plans and initiatives that drive a high quality client experience via phone, email and chat which leads to the highest Customer Survey scores in the UVL World.

Provide Leadership to 4 Team Leads, 2 Trainers and oversee 45 agents locally and responsible for 25 agents in Toronto, On. Lead and manage the call centers operation and ensure targeted service and performance standards are reached and exceeded (Vancouver and Toronto) Assisted in the development and execution of tactical plans and initiatives that drive a high quality client experience via phone, email and web which result in increased customer satisfaction (Net Promoter Score), sales and agents satisfaction that will be realized in lower attrition and higher productivity

Coach, train and mentor sales agents to bring out the best in their abilityAccountable for the delivery of key performance metric from 8-12 Telephone Service Reps (TSR)The team consistently delivered the best metrics of the entire Sales Center month in and month out

Consistently one of the top bookers in sales centerDemonstrated ability to efficiently communicate with customers, evaluate quality and type of call and maximize successful close by truck team on site.Follow up on cancellations, estimates and previous jobsWhether customer books prospective job or not, always providing a “WOW” experience to customer