The face of Fonemed is the Health Service Specialists (Customer Service Representatives) who have the very first interaction with almost all clients. The Health Services Specialists are located across 3 physical locations in Newfoundland and Labrador as well as remote work from home.As Contact Center Manager I am responsible for managing the day to day operations and performance of our three call centers and our Health Service Specialists. I manage the quality of service delivered to… Show more The face of Fonemed is the Health Service Specialists (Customer Service Representatives) who have the very first interaction with almost all clients. The Health Services Specialists are located across 3 physical locations in Newfoundland and Labrador as well as remote work from home.As Contact Center Manager I am responsible for managing the day to day operations and performance of our three call centers and our Health Service Specialists. I manage the quality of service delivered to ensure the company satisfies client requirements, call and work flows, reporting, performance metrics, performance feedback, service improvements and cost containment. I manage staffing levels to ensure they are in line with call volume needs. I provide oversight for all Health Service Specialists and directly manage a team of Quality Assurance Team Leaders. Show less

Very excited to have this opportunity with the newest S & P site in St. John's!I am responsible for managing the day to day operations of my program, with significant Client interaction and a focus on employee engagement and development.

Convergys Corporation, St. John’s, NL 2001 – 2018 Convergys Corporation is a corporation based in Cincinnati, Ohio, that sells customer management and information management products, primarily to large corporations. Manager, Operations, Home Agent Organization 2013 – 2018 Led and managed a team of 10-12 supervisors and up to 250 indirect report and agents, working in a virtual environment (work at home); analyzed performance, implemented departmental improvement initiatives… Show more Convergys Corporation, St. John’s, NL 2001 – 2018 Convergys Corporation is a corporation based in Cincinnati, Ohio, that sells customer management and information management products, primarily to large corporations. Manager, Operations, Home Agent Organization 2013 – 2018 Led and managed a team of 10-12 supervisors and up to 250 indirect report and agents, working in a virtual environment (work at home); analyzed performance, implemented departmental improvement initiatives and programs, reviewed team deliverables and performance metrics on a weekly basis, determined and assessed workforce requirements, and led all Home Agent technical system testing and troubleshooting, interfacing with various support departments including Network Services, Server Team, Citrix Thin Client Team, Voice Networks, Technical Solutions and Situation Management. Selected AccomplishmentsŸ Completed Critical Skills Assessments of direct reports, mentoring and coaching as to maximize professional and personal development Ÿ Met and exceeded client goals in areas including Customer Satisfaction Survey Results, Sales, First Call Resolution, and Call Quality Ÿ Recognized as the Operations Manager of the Quarter various times Ÿ Enabled the quick and efficient transmission of key information required for Agent response to customer inquiries and issues Show less

Manager, Operations, St. John’s, NL 2007 – 2013 Managed a team of 7-10 Supervisors and up to 200 indirect report and Agents; acted as the point of contact for a specialized off-line team, recruited, trained and scheduled Agents, prepared absenteeism reports, ensured adequate staffing levels, weekly client metrics call, managed Service Level agreements, and scheduled Team Leaders. Achieved budgetary measurements, maximized revenue-generating efficiency and supported long and short term… Show more Manager, Operations, St. John’s, NL 2007 – 2013 Managed a team of 7-10 Supervisors and up to 200 indirect report and Agents; acted as the point of contact for a specialized off-line team, recruited, trained and scheduled Agents, prepared absenteeism reports, ensured adequate staffing levels, weekly client metrics call, managed Service Level agreements, and scheduled Team Leaders. Achieved budgetary measurements, maximized revenue-generating efficiency and supported long and short term financial projections, and communicated and reported on individual and team performance levels. Selected AccomplishmentsŸ As the Back-Up Incident Commander and Situations Officer for the site business continuity and disaster recovery plan, had overall responsibility and accountability with support and authority from Senior Executives Ÿ Ensured that business met all OH&S committee requirements, including accurate record keeping, site safety inspections, WHSCC requirements, etc. as the Manager Co-Chair of the Occupational Health and Safety Committee Ÿ Acted as the Operations Point of Contact for items related to the Convergys Site Closure and move to Remote Agent environment in June 2013 Show less

As the Subject Matter Expert (SME)/Transitioning Team Leader overseeing Agents training to become Team Leaders, monitored, identified and resolved performance, behavior and attendance issues through prescribed performance management techniques, transitioned new hire Agents from training to production, reviewed and scored applications, scheduled and conducted interviews, made final SME selections (with management approval), and offered positions to successful applicants for the new SME team… Show more As the Subject Matter Expert (SME)/Transitioning Team Leader overseeing Agents training to become Team Leaders, monitored, identified and resolved performance, behavior and attendance issues through prescribed performance management techniques, transitioned new hire Agents from training to production, reviewed and scored applications, scheduled and conducted interviews, made final SME selections (with management approval), and offered positions to successful applicants for the new SME team. Selected AccomplishmentsŸ Analyzed team training results provided to newly hired employees and implemented changes as necessary to ensure highest possible results were achieved regarding attrition, effectiveness and customer satisfactionŸ Liaised directly with management from other centers and Client Services to ensure department operated efficiently and in compliance with client and company measures Show less

Subject Matter Expert 2002 – 2003 Monitored, coached, and motivated a team of Technical Service Associates in meeting and exceeding professional goals, ensured compliance with company policies and procedures, identified and corrected any areas of concern regarding performance, provided employee recognition and discipline, and trained and supported Associates. Technical Service Associate (Tier 1 and 2) 2001 – 2003 Received inbound calls in a call center environment from… Show more Subject Matter Expert 2002 – 2003 Monitored, coached, and motivated a team of Technical Service Associates in meeting and exceeding professional goals, ensured compliance with company policies and procedures, identified and corrected any areas of concern regarding performance, provided employee recognition and discipline, and trained and supported Associates. Technical Service Associate (Tier 1 and 2) 2001 – 2003 Received inbound calls in a call center environment from customers with high-speed cable internet access in the United States; resolved billing issues, offered technical support and troubleshooting, and performed Floor Support duties as required to resolve any inquiries requiring additional support or information. Show less