Remote Agent Team Manager,
National Technical Service Delivery
Rogers Communications Inc.
May 1999 – 2012

• Responsible for a number of Telecommuting, Technical Service Consultants (TSR’s), Supporting Rogers Hi-Speed Internet in a Call Centre environment.
• Personally developed the remote agent framework business requirement documents that Rogers used for their entire remote agent program. Consulted on the IT framework, technical and human resource requirements and provided full support to the other groups once the project went into production.
• Daily coaching of front line staff to insure quantitative and qualitative results and metrics were met.
• Developed specific and customized coaching plans with staff, set monthly and quarterly goals linking both behaviours and business results. Ongoing identification and resolution of barriers to Customer Satisfaction.
• Effective development of both Staff and Managers specifically around Technical Resolution, Call Management, Call Quality, Absenteeism, behavioural and career growth.
• Excellent working knowledge of Microsoft Office, including Word, Excel, PowerPoint.
• Displayed excellent verbal and written communication, Continuous Improvement, Customer Service Orientation, Teamwork and Collaboration, Adaptability, Motivation, Initiative, Team Leadership, Problem Solving / Judgement, Achievement Orientation and Coaching skills.
• Full and direct responsibility of the entire call center in the absence of an Operations Manager, including the oversight of 5 additional Team Managers and up to 200 employees.
• Knowledge of ITIL Service Management Framework.
• Responsible to Liaison with HRSDC, Local Fire, and Police as it related to any Health and Safety matters at the site.

Mentoring – Quality Assurance
Rogers Communications
January 2001 – November 2001

• Responsible for peer mentoring of Technical Support Consultants
• Responsible to design and implement a quality program for Rogers Hi-Speed Internet.
• Implement training strategies to assist Team Managers in directed coaching for identified concerns.
• Identify gaps in customer service or technical strategies and implement solutions to bridge those gaps.

 

Tier 2 Support –
Rogers Hi-Speed Internet Rogers Communications
November 2000 – January 2001

• Provided an escalated level of support to internal and external customers. Handled any and all escalations to the Tier 2 support center Provided full floor support and oversight in the absence of Management as required.

Business Technical Support Consultant
Rogers Communications
August 1999 – November 1999

• Responsible for the launch activities of Rogers Business Internet (then named Commercial Services). Including the development of all policies and procedures as the service was being launched.
• Responsible to respond to Rogers initial customers that had the commercial internet product, addressing their technical concerns and solving any issues that were presented.
• Assisting in the design and implementation of the policies and procedures that were used at that time.

Technical Support Consultant
Rogers Communications Inc.
May 1999 – August 1999

• Responsible for answering calls in a timely manner and solving customer technical concerns over the phone.

EB Games
Sales Associate
Sept 1997 – May 1999

• Provided retail sales and support at EB Games. Responsible for opening and closing the store unassisted, completing inventory and increasing high value add on sales. Stores worked at: Rideau Center, Ottawa; Carlingwood Mall, Ottawa; Yorkdale Mall, Toronto, Fairview Mall, Toronto.

General Manager
Rideau River Residence Association
April 1996 – August 1997

• Financial and personnel management for the Rideau River Residence Association and its associated ventures, including; “Abstentions” and the “Bree’s Inn”.
• Responsible for a staff compliment of 100 employees.
• Prepared and executed the annual budget, including all relationships with outside contractors and internal departments.

Board of Directors, Rideau River Residence Association Executive Member – April 1996 – August 1997

Bree’s Inn – Assistant Manager
Rideau River Residence Association
Dec 1995 – Apr 1996

• Day to day responsibility of managing the “Bree’s Inn”. A student bar located at Carleton University

Bree’s Inn – Security
Rideau River Residence Association
Sept 1995 – Dec 1995

• Provided security at the Bree’s Inn, Carleton University

Manager
McDonalds Canada
May 1991 – Sept 1996

• Day to Day responsibility as a Mc Donalds Manager, duties included training staff, supervising staff, overseeing operations of a Mc Donalds restaurant.