Gatestone is a private company contracted by the government of Canada to answer their phone lines. I closely worked on projects like IRCC-Ukraine financial assistance, Passport Canada, CRA candidate helpdesk, GC jobs, CDIC & more. Here are the duties I had as information officer:-Monitoring call center metrics such as call volume, wait times, and call resolution rates-Managing and coaching call center agents to ensure they meet performance goals and provide excellent customer service-Developing and implementing strategies to improve call center performance and customer satisfaction & training programs for new and existing call center agents-Conducting performance evaluations and providing feedback to call center agents-Handling escalated customer complaints and resolving issues

This job has taught me skills like inventory management, team efficiency and great all-around discipline.It was a fast-paced environment with daily duties to be followed.