Shelley Thatcher Email & Phone Number

Kitchener, Ontario, Canada

Canada

At Createch I managed a Technical Support Team who was highly experienced in troubleshooting and implementing IBM Enterprise Asset Management Solutions. I closely worked with my customers ensuring their support and subscription plans were maintained, renewed and often increased the revenue with add on products. Responsible for creating and maintaining a very large funnel and being very accurate with the month to month forecast. I also worked very closely and managed some of the services team. Working on projects which all led to great success. Creating a very high retention rate with customer base. In addition, my role was to improve processes and create an environment that was easy to navigate for all employees. Determined and Innovative Leadership created a great storm of success!

Managed a diverse team within the solutions centre. Departments managed included Customer Service, Investigations, Auditing and The Fraud Victim Assistance Department. Assisting consumers / customers with their specific goals. At TransUnion our goal was to ensure consumers were aware and educated on what was on their credit file and how to fix any issues. As well, we helped our customers (banks etc) navigate their way and ensure that their customers information was accurately reflected and or helped to troubleshoot. I played a part in managing many departments including the Quality Assurance team and Fraud Victim Assistance Team. Ensuring work that was done within our centre was of the utmost quality and coaching those that required it. With Fraud, ensuring that Victims were attended to but also working with authorities on compromises and people that were conducting the fraud. I worked hard at implementing processes, developing the business continuity plan and being the lead auditor for the ISO:9001 initiative.

Oakville, Ontario, Canada

Led a large team in a large Call Center providing leadership and training to all employees. Call centre was inbound, however we did do some outbound during my tenure there. I started this position as a Call Centre Associate and was promoted to Help Desk then to Team Lead and as well to Coordinator.

Cptn-Cpt Personal Training, Personal Training, 89%

https://www.cptn.com/Profiles/profile.asp?id=196

Marketing And Organizational Behaviour

Legal Secretary Certification, Law

Legal Secretary Certification Accounting, Real Estate Law Administration

Studying For: Bachelor Of Business Administration (B.B.A.), Business Administration, Management And Operations

Activities and Societies: Marketing, Organizational Behaviour Marketing and Business

Education record