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OPERATIONS MANAGERJan 2015 - Jan 2018 (3 years)
My role is mainly to Manage performance and development of Call Center staff, identify and Implement process improvement initiatives to continuously raise performance, Channel through operational directions and decisions to other associated service centers run by the client. Manage the performance assessment of assigned production employees, Manage focus groups, analyzing feedback and provide management with recommendations to improve
Customer Interaction Quality Team ManagerJan 2012 - Jan 2015 (3 years)
Perform gap analysis through regular audits of Quality Systems and proposes plans to the Director and stakeholders to close gaps with the aim to continually improving the performance of Quality System to meet recognized industry standards . Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Product TrainerJan 2011 - Jan 2012 (1 year)
Responsible for delivering training to new hired/current employees; cross functional responsibility of working directly with the Affinion Strategic Partnership group to provide new and recurrent training as pertains to potential and present partnerships.
Sales Representative for 6 months for MCI, Promoted as Subject Matter Expert for Bell CanadaJan 2009 - Jan 2011 (2 years)
Develop content that supports learning objectives for educational products and/or job tasks identified by the bodies of knowledge for certification [login to view URL] richness to the content by offering first-hand field knowledge (anecdotal stories, case studies, best practices, tips and/or “tricks-of-the-trade”) that can be shared with others to improve knowledge exchange and [login to view URL] the processes required for agents to perform given responsibilities
SALES REPRESENTATIVEJan 2008 - Jan 2009 (1 year)
Establish trust with the prospective owner and Owners throughout the entire sales process to build ongoing [login to view URL] the needs of prospective owners and Owners through a series of strategically layered questions/discussion and utilize the information to customize the sales [login to view URL] the features, advantages and benefits of the product and advocate the appropriate amount of points to accommodate the prospective owners and Owners current and future vacation needs.
Marketing Management2008 - 2012 (4 years)
US English Level 187%
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