Experience

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  Canadian armed forces | forces armées canadiennes

  Jan 1996 - May 2003

  Artillery
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  Stream global services

  Jan 2005 - Jan 2008

  Serve as Technical Support Manager for a global contact center that partner with worldwide high tech companies and organizations.Lead team of 25 Support Professionals in daily call center operations. Audit agent compliance with policy/business practice by performing quality scans on phone transactions, call monitoring and participating in calibration sessions with site client. Key player in the total recruitment process from resume sorting to interviewing and testing. Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, professional development, and corrective action plans. Execute quality audits, analysis performance reports, identify areas to improve, implement coaching to improve performance levels and meet client objectives.  Improving Customer Satisfaction Surveys by 14% Show less Heavily involved in conducting needs analysis to develop and customized training programs to meet identified needs.  Developed, provided weekly, as well as monthly reporting on all training and development metrics, including training completion percentage month to date. Delivered training to Associate Trainers on Adult Learning Principles and classroom methodologies. Administer class room audits to develop the use of alternative learning methods in practice through coaching, e learning, and shadowing Trainers. Delivered New to Product Training to 250 Technical Support Professionals Class attrition rate of under 4% Class graduation success rate of 96% Show less

  • Manager Technical Support

    Jan 2006 - Jan 2008

  • Training Specialist/ Training Coordinator

    Jan 2005 - Jan 2006

  • Support Professional/ Agent Trainer

    Jan 2005 - Jan 2005
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  Residential contractors

  Jan 2008 - Jan 2011

  Carpenter

  Apprentice Carpenter - Residential Contractors/ HatcorLead Carpenter - Yang Construction

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  Atelka

  Mar 2011 - Apr 2012

  Serve as Training Manager for two contact centers that partner with company’s world wide in the IT industry. One located in Charlottetown, PEI and Saint John, NB. Hired, developed, monitored training staff of 11 Trainers both locally and remotely, who were responsible for classes of 15 or more. Managed attrition rates, not to exceed the companies expectation of 8% Curricula development, lesson plans, and road map building, as well as passing this knowledge on to the training staff. Updates given on a weekly base to external client.  Managed Training Budget putting company needs first. Lead by example, creating a positive team that employee’s worked hard to be considered for entry. Show less Served as Operations Manager for a contact centerthat partner with companies in North Americain IT, Customer Service and Sales industry. Coach, manage, and motivate, 7 supervisors and indirectly mange performance of 142 agents. Analyze call center date to find operational trends and provide solutions to improve on Key Performance indicators. Writing and conducting performance evaluations. Managed, monitored and measured continuous improvement Strategies supporting Key Performance Indicators Ensure that facility is maintain both in cleanliness and functionality Show less

  • Training Coordinator/ Head of Recruiting

    Aug 2011 - Apr 2012

  • Operations Manager/ Site Manager

    Mar 2011 - Aug 2011
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  Thing5 services

  Apr 2012 - Jan 2017

  Training and quality manager

  Positions held since joining company;Travel ConsultantTrainerOperations ManagerLast position held- Training and Quality ManagerServed as the Training Manager for a contact center that partner with a company in the financial realm, whose focus at the Saint John location is booking travel.Among the positions held the responsibilities included were/are; Develop and coach Trainer, Performance Coach, Quality Mentors, as well as Team Leads Proactive action plan to lower attrition rates Motivate team to create fans of employee's Updates given on a weekly base to external client. Collect, Analyze and take action on areas of improvement Lead by example: inspiring the strategy "the power of one"​, and the "growth mindset" Drive results, in new Hire Performance Collaborative leadership style Show less