Stan Gold Email & Phone Number

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Toronto, Ontario, Canada

- Managing workforce management team; ensuring agents meet target KPIs set by the client- Leading day to day analysis of customer feedback and call centre agent interactions toidentify common issues and opportunities for improvement- Ensuring timely completion of deliverables amidst competing priorities- Maintaining schedules and time records for agents- Drafting and filing various documents accurately and efficiently, such as individual serviceplans and action forms- Communicating with different teams across the company to ensure business requirementsare met- Keeping accurate records for a team of 10 advisors and monitoring their statistics- Maintaining the department’s policy and procedure manual and ensuring staff performanceremains compliant with Teleperformance- Training new hires to ensure they are prepared for onboarding to production- Coaching agents using different methodologies such as SMART and Lean Six Sigma toimprove efficiency

Toronto, Ontario, Canada

- Worked within a team to provide excellent customer service and address inquiries from adiverse customer base, while reaching company and personal targets- Explained complicated technical subjects and procedures to customers; tailoredcommunication style to best suit each customer’s needs, according to age, technologicalbackground, etc.- Effectively managed customer complaints, concerns and needs; communicated withmanagement on the matter if needed- Used tact and discretion when handling customers’ sensitive data during interactions- Researched troubleshooting solutions tailored to cost, scope, and urgency to addresscustomers’ issues

Oakville, Ontario, Canada

- Composed clients’ estimates for their vehicle repairs- Analyzed estimates to determine if additional parts need ordering- Verified accuracy and completeness of provided information, and corrected discrepanciesas necessary- Compiled and recorded information into company database; ensured accurate anddetailed record-keeping- Resolved hardware and software computer issues in the office- Performed general office duties, such as scanning, faxing, photocopying, and sorting mai

Mississauga, Ontario

- Maintained and organized files per established guidelines- Collected and recorded data entered into the database, using Microsoft Excel- Analyzed the data for errors; produced daily error reports to management- Worked closely with Canadian Tire Corporate office to manage their asset catalogue

Certificate, Web Development

10 Week Full Stack Web Development Bootcamp that teaches some things such as HTML5, CSS3, Vanilla JavaScript, NodeJS, ReactJS, ExpressJS

Ontario College Diploma, Digital Media Arts

Design, implementation and management of digital graphics, animation, video and audio for interactive multimedia applications, including.