Jeff Binns

Experience

• 

  Rogers Communications

  Nov 2001 - Jun 2008

  Exceeded sales targets by 286% in 2007, resulting in receiving the "Circle of Champions" sales award for a top nationwide sales performer.Consistently met or exceeded call quality scores on audited calls and transactions.Provided support coverage for various manager. Day to Day scheduling based on service level forecasts. Assisted inbound customer inquires for multiple products (Cable TV, High Speed Internet, Home Telephone & Wireless.) Also responsible for handling transaction requests and upgrades of services through needs based selling. Handled inbound wireless customer billing inquiries, hardware troubleshooting and changes to customer accounts.

  • Sales & Service Representative

    Feb 2007 - Jun 2008

  • Workforce Planner

    Aug 2006 - Feb 2007

  • Consolidated Care Representative

    Apr 2004 - Aug 2006

  • Wireless Care Representative

    Nov 2001 - Apr 2004
• 

  Sun Life Financial

  Sept 2008 - Apr 2012

  Acted as the main point of contact for 9 large corporate accounts, handling the day to day administration including reporting, processing of transactions, addressing customer inquiries and managing the accounting for each corporate plan. Maintained a 98.7% quality score on audited transactions and email communications. This resulted in several opportunities to act as a mentor and coach to new associates on the team as well as a "Subject Matter Expert" on processing multiple types of transactions and creating invoices to be mailed to clients.Managed a large database of inbound inquiries via email, telephone and mail with a strong commitment to service standards for the required action or response. Successfully transitioned large clients from other administration offices to our home office in Waterloo. These clients were extremely satisfied with the service that was provided during an unsure transitional period. Show less Responded to inbound customer inquiries via telephone and email while providing accurate, efficient and stellar customer service.Maintained a 95.9% quality score on audited calls and secure email inquiries via the member services website.Handled on average more than 100 inquiries in a standard shift, resulting in the lowest "Average Handle Time" on my team.Received the "Customer Service All-Star" award, resulting in more opportunities to act as a "Knowledge Specialist" in supporting my fellow team members. Show less

  • Client Service Representative

    Mar 2009 - Apr 2012

  • Customer Care Representative

    Sept 2008 - Mar 2009
• 

  MCAP

  Oct 2012 - now

   Manage capacity planning and agent scheduling processes across the enterprise  Develop proposals and recommendations for Senior Leaders and Executives that identify and profile high impact strategies, opportunities and action plans to maximize productivity and efficiencies Workforce management on call volume, forecasting, resource capacity and efficient staff scheduling to meet service level targets Monitor individual and team performance and ensure KPIs are met to achieve customer satisfaction, operational efficiency and team work Develop accurate and best-in-class staffing models for a blended operating environment Show less

  • Renewal Account Manager

    Jan 2021 - now

  • Workforce Analyst

    Feb 2014 - Jan 2021

  • Mortgage Service Representative

    Oct 2012 - Feb 2014