Managing the processes and relationship with an outsourced IT Help Desk.Ensuring all SLA's and SLO's are achieved.Key objectives to drive call and ticket volumes down while improving end user satisfaction.

Managing vendor relationship and Help Desk performance.

Senior Operations Manager driving performance to successfully hit and exceed KPI's. Build a team of strong capable leaders and ensure consistent staff recognition and morale.

Senior Call Centre Manager developing and leading a team of strong capable leaders to meet and exceed the call center KPI's.

Reporting to the Call Centre Director. Responsible for supervising, evaluating and coaching 9 team leaders to meet and exceed call centre KPI's. Responsible for developing new Team Leaders and Representatives and ensuring their continued education and success. Responsible for setting regional incentives to drive Team Leader and Rep performance. Ensure that customer complaints are resolved in a timely manner and respond directly to customers when requesting executive escalation. Analyze various Call Centre reports and take actions to support revenue generation.* Created and executed program generating new reps meeting/exceeding 100% of KPI's within 12 weeks of being on the Call Centre floor. Previous expectation was 80% of KPI's. * Identified major billing irritants to Business Customers and worked with stakeholders to remove re-occurring issues improving overall customer satisfaction. Reduction fromover 25 in 2008 to less than 5 for 2009.* Reduced Team Leaders administrative functions by 15% which increased their ability to provide more floor support and coaching. * Created and executed low cost and effective programs designed to provide more coaching to front line reps increasing KPI results. * Responsible for determining employee capabilities and performance within a 12 week time frame and terminating non performers while maintaining productivity and morale of remaining team members.

Responsible for supervising, evaluating and coaching 30 Escalations Reps to resolve and provide solutions to escalated customer calls. This team provided second and third level escalation support. Provided insight into call types and volume as well as root causeanalysis to eliminate calls into the call centre.* Consistently achieved the highest quality scores within the call centre.* Successfully reduced escalations at the call centre rep level by 20% through policy change and education.* Responsible for resolving all English language escalations for Bell Mobility from employees, family and friends within 48 hours.

Responsible for ensuring all back office support and customer e-mail were resolved within specified timelines for the Customer Service Call Centre. The team completed over 5,000 transactions per month and responded to over 600 e-mails a day. * Automated prepaid migration process reducing 6 headcount nationally for a savings of $240,000 per year.* Increased internet customer service staffing to meet growing customer need and increased quality and efficiency of English language e-mail responses through use of standardized templates.* Worked with the billing team and the vendor (AMDOCS)to develop new processes before and after billing conversion to support customer service.* Managed the Support/Adjustment Team during the critical billing conversion and always met timelines during an unprecedented increase in volumes. Rush adjustments were always completed same day.

Responsible for introducing new Customer Service Representatives into the Call Centre. Consistently managed a team of 20-26representatives. Coaching to KPI's and behaviours and driving quality customer experience.* Developed the most reps in the history of Bell Mobility ramping up to the billing conversion.* Developed and implemented continuous training and testing within the call centre for new hires to ensure comprehension and success.