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Network Power<100 people
Roles
🧮100%
Education
📞100%
Call Center
💬100%
Customer Service
Geos
Work Background
Neurovya Consulting & CoachingCEO and Operator
Oct. 2022Canada, Greater SudburyConsulting and coaching business tailored to people with spectrum disorders lime ADHD and Autism
Global Payments Inc.Associate Manager & Playbook Trainer
Apr. 2019Greater Sudbury, Ontario, CanadaOversee multiple Functional Service Areas (FSAs) within Consumer, Commercial, and Loyalty Customer Service sectors, providing leadership and support to ensure top-tier performance.
Conduct in-depth performance coaching and development sessions, utilizing data-driven insights to elevate agent skills and engagement.
Manage workforce operations, including IEX scheduling adjustments, time-off tracking, and attendance management.
Handle escalated customer cases and provide advanced support for Amadeus Flight and Lux services.
Prepare monthly KPI reports, lead Client Business Reviews (MBRs/QBRs), and collaborate with stakeholders to align business goals.
Conduct scorecard meetings to address agent performance and issue disciplinary actions when necessary.
Design and deliver Playbook Technical Training for all customer service sectors to ensure consistent knowledge across the organization.
TSYSTechnical Trainer
Jan. 2016 - Apr. 2019Greater Sudbury, Ontario, CanadaDesigned and facilitated in-depth classroom training programs for diverse functional service areas (FSAs), including Customer Service (Consumer and Commercial), Loyalty, Disputes, Fraud, and Back Office operations.
Developed comprehensive training manuals, course outlines, and customized curriculums to enhance knowledge transfer.
Managed groups of new and tenured agents, maintaining high engagement and knowledge retention.
Provided hands-on training for multiple systems such as TS1, TS2, GUI, TCS, and other proprietary platforms.
Collected and analyzed training data to assess effectiveness and refine instructional methods.
TSYSQuality Assurance Specialist
Jul. 2014 - Jan. 2016Greater Sudbury, Ontario, CanadaEvaluated and monitored agent calls to ensure adherence to quality standards, delivering both positive and constructive feedback to drive performance improvement.
Conducted in-depth coaching sessions with agents, focusing on specific skill gaps and areas for growth.
Analyzed monthly quality metrics and created detailed reports to track agent performance trends.
Designed and distributed quality training flashes to communicate updates, best practices, and process changes to teams.
TSYSTechnical Trainer
Jun. 2013 - Jul. 2014Greater Sudbury, Ontario, CanadaDelivered comprehensive classroom training for new hires across multiple lines of business, including Loyalty, Customer Care, Disputes & Risk Management, and Fraud.
Developed and managed customized training curriculums, course outlines, and training materials to facilitate effective knowledge transfer.
Collected and analyzed training metrics to identify trends and optimize instructional methods.
Created and distributed training flashes to update agents on process changes and best practices.
Led classroom management, ensuring engagement and knowledge retention while maintaining high performance standards.
TSYSCSR I
Oct. 2011 - Jun. 2013Greater Sudbury, Ontario, CanadaAssisted customers with redeeming loyalty points for gift cards, merchandise, and travel arrangements.
Provided detailed support for loyalty program inquiries, ensuring a seamless redemption process.
Handled account management, addressed customer concerns, and resolved issues related to rewards and payments.
Coordinated travel bookings, including flights and hotel reservations, ensuring customer satisfaction and accuracy.
TeleTechTechnical Support Specialist & Team Lead
Apr. 2010 - Sep. 2011Greater Sudbury, Ontario, CanadaLed and mentored a specialized team, conducting performance assessments and technical coaching sessions to elevate support quality and team efficiency.
Provided advanced coaching in troubleshooting methodologies, ensuring agents could diagnose complex hardware and software issues effectively.
Developed and implemented personalized coaching strategies focused on skill enhancement, technical proficiency, and customer service excellence.
Utilized data-driven techniques to identify skill gaps and tailored training programs to optimize agent performance and align with company sales and support objectives.
TeleTechCSR I
Oct. 2009 - Apr. 2010Greater Sudbury, Ontario, CanadaProvided support for cable TV and internet customers, troubleshooting set-top boxes, remotes, and TV issues.
Assisted with account services, resolving billing inquiries, updating account information, and answering customer questions.
Achieved sales targets by identifying upsell opportunities and promoting additional services.
Delivered high-quality customer service in a fast-paced call center environment, maintaining a strong focus on customer satisfaction.
Tech Direct canadaComputer Repair Technician
Sep. 2007 - Oct. 2008Whitby, Ontario, CanadaAssisted customers as a cashier, providing excellent customer service and managing transactions.
Performed PC repairs, including both hardware replacements and software troubleshooting.
Conducted sales consultations, helping customers find appropriate products based on their needs.
Supported store operations with janitorial duties and basic maintenance.
Gained hands-on experience in a dynamic tech retail environment, developing technical, customer service, and sales skills.
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