Long & McQuade Calgary South opened its doors on 17th Avenue SW in 1983. The store continued to grow into the late 90's when we relocated to 58th Avenue. In 2012, we moved a couple blocks east to our beautifully renovated and spacious new location at 225 58th Ave SE. At that time, we added a Music Lesson Centre with ten studios and are now proud to offer some of the best music education alongside Calgary's finest music retail selection.

• Developed and Managed an extensive Customer Support FAQ page to assist customers understand company policies and products • Managed and Trained multiple groups of Customers and Operations Support teams internationally. • Prepared and Developed new training material to effectively increase staff knowledge, skillset, and productivity. • Organized and Developed analytical business performance data - reported to Directors and VPs using MS office tools. • Prepared reports, letters, business presentations, and letters to Senior Management, Directors, and VPs• Assisted with escalated and regular inbound customer contacts regularly • Created and managed multiple systems that provide communication multi language service channels for customers in a global environment• Thorough knowledge and understanding of the Canadian AML and Anti-Bribery policies and procedures • Assisted customers with various account questions • Assessing customer’s various needs through offering product and service solutions • Respond to questions and concerns about service, products, and procedures, and escalated when appropriate• Counsel and evaluate customers needs to determine the best options that meet the customer’s needs appropriately • Being a point of escalation for all customer service advanced issues• Acting on customer’s feedback appropriately and escalating where necessary

• Assisted customers with account questions through various communication platforms (phone, email, & chat) • Assessing customer’s various needs through offering product and service solutions • Respond to questions and concerns about service, products and procedures, and escalated when appropriate• Counsel and evaluate customers needs to determine the best options that meet the customer’s needs appropriately • Being a point of escalation for all customer service advanced issues• Execute the quality assurance program though monitoring and audits. Set clear performance expectations with team and communicate successfully how performance goals are linked to company goals.• Monitor team service performance on a real-time and ongoing basis to ensure targeted goals are achieved.• Create and develop plans to ensure team achieves business objectives. Provide constructive feedback and obtain improvement commitments from staff.• Lead and/or attend meetings and cross functional teams for diverse policy and process improvements.• Took escalated and regular customer service contacts regularly