Simone Mathews Email & Phone Number

Vaughan, Ontario, Canada

Toronto, Ontario, Canada

Toronto, Canada Area

*Drives the financial performance of assigned area*Ensures compliance with Company policies and procedures*Models, enforces, and provides direction and guidance to hourly Associates on proper Customer service approaches and techniques to ensure Customer needs, complaints, and issues are successfully resolved within Company guidelines and standards.*Participates in community outreach programs, and encourages and supports hourly Associates in serving as good members of the community.

Montego Bay Jamaica

Jamaica

Responsibilities include:Third Party seller all major cable providers in the United States, namely Comcast, Time Warner Cable Cox, Charter Communication , Cable One, Mediacom & Optimum • Improve Sales significantly , namely triple play ratio, by coaching developing and how to overcome objections• Improving the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.• Drive initiatives in the management team and organization that contribute to long-term operational excellence by managing a team of 12 Team Leads, 6 Coaches and 1 Trainer.• Supervise and coach all on a weekly basis.• Providing structure that will help the business grow long term. • Regular meetings with Executive Director around fiscal planning. • Manage and increase effectiveness and efficiency of support service (HR IT & Finance) through improvement to each function as well as coordination and communication between support and business function.• Prepare Audits and Liaison with vendors both internal and external• Ensuring that all requests are resolved and communicated in a timely manner

Jamaica

Selected Contributions: • Implement a new Fraud Process by streamlining the systems and ensuring that customers get their refund at the quickest time possible. Responding to CEO Letters• Introduce an advanced checklist to tracker work progressions for the department.• Resolving Better Business Bureau Complaints• Working with engineers in Netherlands and Windsor Canada to ensure that stuck orders pull through• Work closely with legal team by proving requested data for subpoena• Host meeting with all department to get feedback regarding new process implementation• Process documentation and implementation. Documented numerous processes to outline standard operating procedures for both internal and external clients for streamlined operations. • Training new Helpdesk staff members and on-boarding them to the wide array of processes and systems.