Vicki Weichenthal Email & Phone Number

Carleton Place

Ottawa, Canada Area

Developing policies and procedures for call centre, developing and delivering training for supervisors. Call forecasting, building schedules for regular call takers and customer care agents. Hosting open house sessions for potential employees, interviewing and hiring of new employees. Building reports from raw data to determine metrics for agents. Analyzing errors, creating presentations to show types of errors and resolution of same. Creating report presentations for supervisors to provide a team snapshot to management. Coaching supervisors in areas such as performance, quality monitoring, queue management, time management, dealing with conflict. Assigning focal points to supervisors.

Administration, policies, bookkeeping, marketing, corporate governance

ACS Core/SMB Tech Support - Team Manager, developed Rewards & Recognition programXPS Tech Support - Team Manager, also worked on Resolution Improvement ProgramABO Care - Team Manager, part of launch in Ottawa

Regular meetings with client, issue tracking and management, coordinating new client requirements, managing inventory, monitoring customer service representatives. Order entry and processing, developing work processes, tracking service levels and quality of products of our production facility as well as 9 partner facilities

Daily and weekly coaching of 25 technical support agents, performance reviews, timesheet verification, disciplinary actions, assist with scheduling, developed work processes by analyzing current procedures and implementing effective changes

Dec. 1999 – May 2004Proposal writer (October 2002 – May 2004)Compiled, edited, printed and packaged proposals for clients, researched international support for clients, managed service leads program for sales representativesCustomer Relations Manager (September – October 2002) (Compaq)Managed 25 customer relations supervisors who were responsible for handling customer complaints, returns and concessions. Ensured that customer issues were handled in a timely manner, monitored service levels, team developmentDaily Operations Analyst (July – September 2002) (Compaq)Analyzed daily reports, proposed plans of action for teams to help improve service levels and customer serviceTechnical Support Team Manager (December 1999 – July 2002) (Compaq)Managed my own team of up to 72 agents as well as being an interim manager for two other teams of 72. Monitored performance, quality and assisted with career pathing for agents. Coordinated efforts between teams to ensure efficiency of support

Diploma, Computer Programmer Analyst

Diploma, Business & Commerce/Secretarial