Accountable for Canada’s Operations and KPIs, overseeing all site’s departments and facilities, from employee relations to hardware management, and including customer pricing decisions, RFPs and margin reviews with Sales;Within Live Captioning Operations, accentuate change through communications and coaching to move to a higher efficiency model, improving gross margins.Key projects:• Streamlined Operations integration of IT, Finance, HR, Legal HR, into their respective organizations.• Transition of Live Captioning to ‘Work from Home’. Managed the HR, IT & Technical Support components and helped articulate all the requirements needed in each of these departments. Created capacity plan for headcount growth.• ADP Payroll platform transition for all Canada employees, supporting French and English transition from an administrator perspective.• Expand global scope by managing Operations for Offshore caption delivery.

Acting Director for Canada Post-Production Captioning, HR, Payroll, Administration, Finance, IT & Realtime Technical Support, while keeping an active role in Sales for post-production throughout our Post-Merger Integration phase. Tasks included creation of new process flow or updates in post-productions, communications across departments, interaction with vendors or other parts of the global business (US, Asia) to improve gross-margins.

Managing various specialized operations teams for our Montreal & Toronto contact centers, leading Team Managers and their direct reports, driving engagement and supporting growth initiatives.Continuously review workload across all teams and efficiently move resources between teams to balance shortage vs influx of workload, and limit the need for increased headcount.Selected Accomplishments:Manage Agent Access- Creation of a team that operates at a high pace and processes hundreds of application requests per month for new hires, transfers and terminations across all Canadian & Offshore sites.- Oversaw a comprehensive access audit for all call center agents' profiles, removing unnecessary screen & system access, mitigating risk for work at home.Specialty Operations Back Office- Consistently meeting all monthly partnership contractual SLAs (Costco, Hudson’s Bay) with results above 99% for resolutions of customer’s written requests. - Kept frontline inquiries be worked within 15 days Vs SLA of 30 days.- Building and establishing effective reporting & performance targets, creating new productivity and quality metrics in non-call driven spaces, introducing balanced agent scorecards.- Transition of higher risk workload to internal teams (KYC, Sales Practices), eliminating non-essential functions to reduce operational costs. Site & Facilities Support functions- Creation and management of a team to support administrative and technical activities which lead to a 4 hours weekly increase of coaching capacity for Frontline Managers, as tasks were moved to the specialized team. - Reduction of agent downtime due to system incidents by 60% as team efficiently troubleshoot issues. - Took a central leadership role in our move to a new office location. Planned and executed on various aspects of the move such as capacity requirements, furniture location, new mailroom designation, parking option and inventory of material required to move.

Supervising the scheduling Team Lead and establishing WFM processes to ensure efficiency and effectiveness of coverage across internal CapitalOne functions.- Lead interaction between Forecaster, Scheduling & Department Managers for capacity planning review- Ongoing development of levers to meet service level goals (skilling changes, small queue transfers, OT incentive, cross-department coverage).- Oversee Operations Headcount review for VPSelected accomplishments:- Centralized scheduling & payroll functions by hiring Real-Time Analysts and repurposed existing scheduling specialists positions to take on monitoring of call queues, as well as payroll exceptions previously handled by Frontline Managers. - Acted as Canada Card POC for scoping and rating of new Scheduling Software (Teleopti), including live vendor demo with US partner, successfully launched enterprise wide within Card, Bank and Financial services.

Managing day to day Operations for our Montreal call center, leading a team of 6 Customer Service Managers and 100 Front Line agents, driving engagement, supporting growth initiatives and providing Top of Class customer experience.- Providing ongoing guidance and mentoring of Frontline Managers on department specific tasks (metrics, procedure updates, system changes, coaching) as well as on site specific initiatives (visual management board, SLQ2CQ, HR guidelines & policies)- Managing headcount to +/- 10% of our 3 months out forecast, engaging hiring to meet targets while managing maximum space occupancy (desk sharing)Selected accomplishments:- Headed the Launch of Costco MasterCard for Customer Services- Hiring of new Frontline Managers- Providing training on new product and operating system- Creating CTQs, Metrics and Incentive Programs- Creation of a dedicated advocate team by selecting more tenured agents to handle customer escalation and provide call backs, reducing complaints moving to Tier 2 by 35%.

Leading a team of schedulers across 2 sites, to coordinate Capacity Planning, Staffing and Scheduling of Operations for Canada and Offshore Call Centers.- Meeting all Service Level Agreements such as calls answered, abandon rate, offshore servicing, occupancy, schedule adherence and IVR mitigation rates. - Capacity plan review and Annual Budget creation for Operations- Implementation of IVR, Telecom & Routing strategy for seamless call flow- Producing Operational Analysis as requiredSelected accomplishments: - Integrations of all lines of business into scheduling software (eWFM)- Creation of a tracker with an objective of 80% of manual scheduling requests to be answered within 2 business days, mailbox process optimisation resulted in 95% SLA (improved from 50% in prior year).

Capacity Planning, Staffing and Scheduling of Credit Operations Call Centers in Canada, and OffshoreIVR, Telecom & Routing strategy for seamless callflow