Sherwin Thomas Email & Phone Number

Canada

· Coach team members and develop customized support plans to meet the needs of customers and improve agent’s development· Monitor the Billing queue to ensure that employees are reaching performance goals to effectively service our clients, meet business needs, and take corrective action if necessary· Promote employee autonomy, ensure ongoing improvement of processes, and agent development· Schedule 1 on 1 meetings with team members to ensure they are meeting performance indicators and following process via call reviews. Also discuss statistics, goals, and agent questions· Hold weekly meetings and monthly team meetings to promote employee collaboration and participation. Also, to discuss recent communications, changes, issues, processes, business priorities, team progression, and questions or concerns from team members· Address customer dissatisfaction cases relating to interactions with billing agents by making outbound calls to these clients to get their input and taking corrective action with employees if necessary· Attend weekly section manager meetings to discuss communications, changes, business priorities, team meeting content, etc· Handle ad hoc requests for changes to agent’s schedules, vacation time, and unplanned time off

Canada

· Records requests received to identify internal training needs and helps to document procedures to support operational systems and continuous learning· Carries out high complexity operational follow-up with agents as well as for proposed corrective measures· Acts as an internal reference person for operational support to continually improve the service· Perform various call audits for our billing agents on monthly basis· Deliver coaching packages to billing agents on a semi-monthly basis· Complete report on inactive policies on a bi-weekly basis

Ontario, Canada

Ontario, Canada

Ontario, Canada

Mississauga, On

• Monitor and answer phone queues in a timely manner• Ensure all calls, online tickets and e-mails received from financial advisors are responded to in a timely fashion, efficiently and accurately. Maintain friendly and professional demeanor at all times.• Assist callers with remote trade processing, IPC procedures, and training in all areas of operations.• Ensure that all communications and issues are responded to and resolved within the IPC service standards timeframe.• Identify any areas for improvement in policies and procedures.• Create test scripts for new system enhancements and/or new programs/software. Perform system/program testing prior to the release of new system enhancements and/or new programs.• Assist with creating training manuals for new employees and provide training.• Process LOI’s (Letters of Indemnity) from financial advisors to correct trade/account errors.

Mississauga, On

• Responds to inbound calls in a timely manner.• Recognizes and resolves client issues using a range of computer systems and tools.• Completes financial transactions and updates for clients as requested.• Performs investigations and records details of certain transactions and changes/requests when necessary by documenting information for call history and sending memos to appropriate third parties (e.g., fraud department, business partners, merchants) • Performs additional duties as assigned for variations of Master Cards (customer, corporate, business, line of credit, etc.).

Mississauga, On

• Responds to inbound and outbound calls on behalf of the student loan portfolio.• Complete financial transactions according to the customer’s request.• Communicating account information to the customer as necessary.• Identifies and resolves customer issues using a variety of computer systems.• Accurately completes appropriate documentation for each transaction, and wrap up calls by inputting data for call history, sending messages to appropriate third parties (e.g., business partners) when required, and/or initiating the necessary customer fulfilment. • Serves as a conduit for customers to express concerns or complaints.• Launches investigations when necessary in order to follow-up on outstanding customer issues.

Mississauga, On

•Receive and record all incoming merchandise from HBC distribution centre and other stores/distributors.•Ship out merchandise, overstock, damaged/returned merchandise, and recycling to HBC distribution centre and other stores.•Empty out and organize all merchandise from the truck into their desired departments.Stock Clerk• Collect shopping carts.• Carry out merchandise.• Ensure stock room and working areas are continuously kept clean and safe. • Recycling. Sales Associate• Responds to customer service needs.• Stock shelves and take care of returns.