Robin Davidson Email & Phone Number

Elmira, Ontario, Canada

Prepare and register all legal documents for Purchases, Sales, Transfers, Survivorships, Notices, Mortgages and Discharges of mortgages using Teraview. Complete Title searches of property and Writs of executions for people to ensure clear executions. Obtain Title Insurance or tax certificates and zoning compliance letters to ensure our client is protected. Prepare declarations and undertakings and several other legal documents. Work closely with the lawyers during negotiations to ensure accuracy, and to resolve issues that may arise the day of closing deals. Receive and Issue funds using PC Law, complete bank runs. Create and respond to requisitions. Book appointments, take calls, address questions and concerns, provide direction to steps required. Communicate with other law firms, municipalities, real estate agents, brokers, banks and clients.

Waterloo, Ontario, Canada

Resolve medical and dental claim and coverage inquiries. Troubleshoot Telus Portal transactions. Deescalate concerns and provide acceptable resolutions that are a win win for the client and the company.• Submitted continuous improvement recommendations that will improve efficiency and accuracy• Submitted resolution for learning gap with current phone system that would reduce cost of doing business substantially and improve client satisfaction• Actively assist peers with using their tools and provide positioning, and encouragement

Kitchener, Ontario, Canada

Troubleshoot, analyze, and resolve known and unknown billing issues resulting in incorrect charges and/or credits to customer’s accounts. Identify system issues preventing Customer account changes. Collaborate with internal partners to provide timely resolutions.• Prepared and Facilitated training on handling difficult conversations with passionate customers to 5 managers and 4 support workers. Closing procedure gaps and driving first call resolution results.• Secured Quality Analyst Role - Remotely monitored and evaluated calls for over 80 agents to ensure call quality. Coached and supported front line and management with positioning and call handling improving Customer satisfaction.• Actively presented process and procedure improvement recommendations reducing both case inventory and cost of doing business• Significantly improved productivity and decreased cost per case, by implementing new procedures for dispatching cases to prime ship analysts.

Handle difficult conversations with passionate customers, empathizing and providing win/win resolution for both the company and the customer. Generate Net Promoters, and substantially reduce complaints to the CRTC (Canadian Radio-television Communications)• Collaborated with Senior integrated Ops Manager and Residential Program Readiness Leader to ensure smooth launch of 4k TV. Communicated with select pilot members, performed system tests, created 4K team of 8 agents, and delegated work to ensure readiness for launch date. Successfully launched on time.• Assisted managers with resolutions to escalations during the transition of managers taking their own escalations – Management Support Desk• Virtually Supported 20 Cogeco agents in Hamilton, with their transition to Rogers.

Analyze manual and system generated adjustments. Identify opportunities to reduce revenue loss. Provide effective coaching to increase agent awareness to ensure correct processes are being followed.• Led Sales incentive to drive increased revenue results.• Traveled to 3rd party call center, remotely monitored and coached agents, ensuring consistency using procedures in place, and reducing repeat callers.

Answer questions and take escalations from the team virtually via R -Connect. Provide coaching to assist with customer resolution.• Conducted Rogers’ very first virtual cable training class for the Calgary Call center with positive feedback and 100% graduation rate.• Facilitated team meetings to discuss trends providing resolutions to common call drivers.• Completed virtual IN Charge for manager in her absence and reduced entire team follow up that was past pending.

Support frontline agents with their transition from the learning environment to the live environment. Track and trend behaviors of individuals and provide coaching. Provide evaluations to direct reports. Act as In Charge, to support managers’ leaves of absence.• Consistently conducted training with participant graduation rate of 90% or higher• Monitored call quality both remotely and side by side, providing coaching for continuous improvement.• Completed long term in charges, Delivering Action Plans, Record of Discussions and Performance reviews to 16+ agents.