Tamara Denton Email & Phone Number

Halifax, Nova Scotia, Canada

Halifax, Canada Area

Responsible for overall management/senior leadership of Halifax contact center, including:• Achieving contact/service SLAs for a multi-channel contact center• Meeting budgeted cost objectives, with focus on reducing transactional cost• Increasing employee engagement & improving employee retention• Performance management & employee relations• Innovating to implement new techniques/policies to better employee and/or customer experience; ensuring customer satisfaction objectives achieved • Business owner/stakeholder for drugstore.com line of business; presentation of department/LOB performance to Executive team at monthly business review• Facility management/maintenance; owning vendor/leasing relationships • Versed in Social Media as integrated channel, including strategy development/execution

Halifax, Canada Area

•Management of training department and programs, including: o Establishment/development of internal & external curriculum for multiple lines of business, systems & tools; knowledgeable on program design, delivery, methods & adult learning principles with focus on performance & retention o Administration/development of customer help-pages across ~15 websites + internal knowledgebase management; photo/image library; documentation of policies & SOPs; integration of content & systems; standardization of content o Developed documentation, communications, SOPs & process flows; translating technical info & legislation/regulations into user-friendly terms for diverse audiences o Formalization of recruiting process for improved employee retention •Management of Quality Assurance/Monitoring program for customer satisfaction & compliance; developing & implementing controls; identifying training needs/trends; performance coaching •Management of Workforce Administration (scheduling, workflow, capacity planning) to ensure metrics/costs met, workloads completed & staffing optimized; training calendar management •Contributed to organizational planning, short/long term strategy, increasing effectiveness & efficiency; established & enforced objectives/goals/culture; coordinated communication •Placement, set-up & project/change management for company initiatives (i.e. contact channels, aligning staffing, content creation, staff delivery, customer experience, execution, etc.)

Halifax, Canada Area

•Management of metrics, costs & performance according to SLAs •Planned, organized, directed & controlled daily operations; oversight of training/recruiting depts. •Arranged staffing, scheduling & overtime for incoming call/email/chat volumes; management of time off approval process; workforce administration; optimizing labour •Conducted formalization of contact center (i.e. facility set-up, documentation of policies/ procedures, standardization, establishment of corporate culture/ethics, etc.)•Establishment, implementation and enforcement of policy & procedure, setting goals & expectations; ensuring tasks/projects completed•Management of facilities, partnerships & stakeholder relationships (internal & external)•Handling of corporate customer escalations; supporting & collaborating with Executive team

Halifax, Canada Area