Shawn H. Email & Phone Number

Mississauga, On, Ca

Etobicoke, Ontario, Canada

Toronto, Canada Area

30Thirty Print makes it easy for business owners to market themselves professionally. We provide the tools to help market your business; from logo design to print marketing. Our customers receive high-quality print products, competitive pricing, and fast turnaround times.Visit us online today, www.30thirtyprint.com

Mississauga, Ontario, Canada

Mississauga

Toronto

Build client relationships, increase consumer engagement and improve team performance. Conduct weekly analysis of current promotions and provided recommendations for improvements. Update and develop guidelines and document results for client’s back office procedures. Manage database of all queues to ensure service level agreements (SLA’s) are met.Execute ad-hoc reports for client to decide business decisions that will improve the efficiency for current/new promotions. Analyze weekly/monthly performance and identify training and reporting opportunities. Provide insight into performance trends and overall improvements for weekly performance review and monthly/quarterly business reviews. Coach and develop Sales and Service agents including inbound, chat and back office team. Complete weekly review with agents and coach for opportunity. Increase productivity by identifying opportunities for call handling improvements. Provide timely and complete resolution of escalated issues and concerns raised by team members, operations team and stakeholders.

Toronto, Canada Area

Lead and provide day to day coaching to front line team members. Track and implement performance objectives to support team members and customer satisfaction while maintaining operational goals. Complete resolution of escalation issues brought forward by internal and external stakeholders. Plan and execute key operational improvements to enhance customer experience. Proactively observe and report real time call drivers that impact customer experience.

Toronto, Canada Area

Lead and provide day to day coaching to front line team members. Track and implement performance objectives to support team members and customer satisfaction while maintaining operational goals. Lead projects to reduce amount of call backs/call times by implementing new best practices.

Toronto, Canada Area

Designed and implemented training for Koodo and PC Mobile. Delivered training for Channel Care Toronto and point of contact for training leads nationwide. Delivered training using inclass and online facilitation. Collaborated with Koodo Marketing/Operations team to ensure promotions are up to date and communicated to team. Completed huddles/focus groups monthly for Koodo Mobile to ensure agents are up to date with products and procedures.