Alexander Mosolygo
Pointe Aux Trembles,QC
Summary
Results-oriented Operations Supervisor with a proven track record in delivering KPI-driven leadership within high-pressure industries and call center environments. Expertise in coaching client services teams to forge enduring client partnerships, driving business growth through exceptional service delivery. Strong administrative and communication skills facilitate the effective hiring, retention, and training of personnel, ensuring alignment with best HR practices. Committed to fostering a culture of excellence and continuous improvement.
Overview
23
23
years of professional experience
Work History
Team Leader Operations
Millennium 1 solutions
Montréal, Qc
09.2020 - Current
- Analyzed and helped develop agents’ strengths and competences by coaching agents one on one along with data entry for file completion/ WFH set up trouble shooting
- Managed communication between different level of management
- Tracked important data for agents and case analysis in different environment
- Prepared meetings about budgets and processes
- Managed adherence, payroll, hiring and onboarding
- Listened and managed employees’ issues and found solutions that fit both employees and company needs
- Analyzed and applied processes to use as continuous improvement
Operations manager / Plant Supervisor (International Parcels)
Canada Post
Ville Saint-Laurent, QC
03.2016 - 06.2018
- Led team of 70+ staff in unionized central facility to fulfill all 24/7 mail processing and parcel triage operations, in line with strict deadlines and service commitments
- Headed “Safety & Security” team meetings focused on preemptively addressing safety issues, promoting positive work habits, and ensuring best practices for injury mitigation
- Worked in conjunction with CBSA agents to preserve the integrity and safe keeping of goods and personnel
- Prepared reports organizing KPI, inventory, and performance data into clear communications, allowing all managers to strategically plan staffing and assign workloads
- Administered HR operations; scheduled personnel according to union agreements, coordinated staff replacements, and appropriately arranged employee documentation pertaining to sick leave, vacations, disability, and overtime
- Conducted inspirational daily briefings for staff, effectively building team spirit and engaging enthusiasm through the presentation of performance statistics alongside recognition of extraordinary work ethic
- Identified, implemented, and maintained continuous improvement opportunities, streamlining processes and ensuring staff productivity; to achieve in 10K pounds of mail/shift processing standard
Team Manager (Operations)
PROGISTIX, an SCI Company
Montreal, QC
08.2015 - 02.2016
- Managed team of 30 agents in 6 groups throughout various daily services providing telecom equipment for Bell technicians and personnel, including warehouse order preparation using SAP software
- Scheduled personnel, delegated tasks, and recruited new agents as required by company needs
- Administered KPI-focused customer service coaching to agents; conducted regular performance reviews to maintain optimal service levels; responded to escalations and claims, leading best practices by example
- Built and implemented succession plan for knowledge transfers and long-term coaching for retiring staff replacements
- Increased employee retention by implementing salary matrix, in collaboration with management, while maintaining high level of team building guidance for new agents embodying company vision
- Managed payroll using ADP Payroll and Kronos software; controlled budgets using tracking codes
Financial Services Advisor
CIBC Canadian Imperial Bank of Commerce
Montreal, QC
01.2015 - 07.2015
- Executed transaction requests and handled client calls relating to GIC, RRSP, and TFSA portfolio activity
- Applied issue resolution tactics to retain clients while offering financial solutions to maximize client satisfaction
- Prepared daily reports for management while maintaining transaction records and filing legal documentation
Client Services Administrator (contract)
Gardaworld Armored Transport
Montreal, QC
07.2014 - 10.2014
- Coordinated need-based services for private and commercial clients, addressing client inquiries and concerns
- Quoted armored delivery and pick up service premiums to prospective clients
- Formulated daily reports outlining thefts, complaints, and service delays for management to improve service issues
Security Service Manager
STAS (Securitas Transport Aviation Security)
Dorval, QC
04.2013 - 06.2014
- Supervised 260 unionized screening officers at P.E.T
- Airport security checkpoint, in compliance with Federal laws
- Managed internal HR affairs including absenteeism, disabilities, hiring, conflicts, performance and payroll
- Administered KPI tracking procedures pertaining to passenger volumes and processing times
- Prepared daily incident reports for submission to Federal Government and CATSA governing bodies
- Initiated continuous improvement processes regarding passenger communications and security protocols
- Resolved sensitive issues amongst culturally diverse passengers in a high security environment
Account Manager (Contract)
CH Robinson
Dorval, QC
12.2012 - 03.2013
- Managed 1-3 high profile key commercial accounts (Kroeger, Home Depot, and Reno Depot) each grossing $1M/year, developing positive client relationships to maintain loyalty and satisfaction of customer base
- Liaised with internal resources to broker freight appointments for land and sea shipments of $10-$30K/week
- Negotiated competitive pricing and engaged continually with supply chain carriers to ensure timely delivery
Team Manager: Loyalty & Retention Department
TELUS Mobility
Montreal, QC
09.2001 - 12.2012
- Managed 15-25 agents using an open-door managerial policy to promote staff buy-in in a unionized environment
- Hired, coached, mentored, scheduled, and disciplined teams, organized client communication skills workshops
- Supervised inbound and outbound campaigns focused on customer retention through the application of quality assurance practices and elevated personalized customer service standards
- Conducted root cause analyses and tracked performance KPIs regarding speed, cost per call, first call resolution data, and retention dollar value; prepared reports compiling statistics for management
- Led iPhone launch campaign, proactively calling pre-order clients to identify and resolve delivery delays
- Innovated “Loyalty Call” script for effective client need assessments regarding service improvement opportunities
Operations Supervisor 1-800 -O-CANADA campaign
Gatestone co.
- Managing a team of 30 to 38 agents daily
- Payroll and scheduling along with adherence verification
- Maintaining KPI's relevant to best productivity
- Disciplinary items such as sick time and non-authorized away time
- Continuous learning and standards improvement
- Conflict mediation and resolution
- WFH agent trouble shooting
Loyalty & Retention Agent
TELUS Mobility
Montreal, QC
- Received and tactfully responded to client calls concerning service issues
- Liaised with high value B2B clients to resolve issues and preserve positive business partnerships
Education
Lean Six Sigma Yellow Belt Certification -
Security Agent License - First Aid on the job CSST Certification, Fire Prevention CSST Certification
D.E.C. - Languages and Literature
Vanier Collège
Ville Saint-Laurent, QCBachelor - Human resources and labor relations
Athabasca University
Calgary, AltaSkills
- Team Building Leadership & Coaching
- Human resources best practices
- Call Center Best Practices & Approach
- Cohesive Team Environment Creation
- Performance Coaching & KPI Tracking / process automation
- Technology trouble shooting
- Customer Service & Retention
- Continuous improvement
- Tactful Issue Resolution
Languages
- English, Fluent
- French, Fluent
- German, Intermediate
Professional Highlights
- Canada Post: managing staff of up to 100 employees in all sectors of shipping and control. Implementing cohesive relations between postal workers and Canada border agents. Maintaining full security on all aspects of the four sections of the plant, receiving, triage, address, and shipping.
- Developed innovative succession plan for PROGISTIX retiree replacement process, facilitating business evolution.
- Led a team of 25+ TELUS loyalty and retention agents in a unionized environment, driving service excellence.
Timeline
Team Leader Operations
Millennium 1 solutions
09.2020 - Current
Operations manager / Plant Supervisor (International Parcels)
Canada Post
03.2016 - 06.2018
Team Manager (Operations)
PROGISTIX, an SCI Company
08.2015 - 02.2016
Financial Services Advisor
CIBC Canadian Imperial Bank of Commerce
01.2015 - 07.2015
Client Services Administrator (contract)
Gardaworld Armored Transport
07.2014 - 10.2014
Security Service Manager
STAS (Securitas Transport Aviation Security)
04.2013 - 06.2014
Account Manager (Contract)
CH Robinson
12.2012 - 03.2013
Team Manager: Loyalty & Retention Department
TELUS Mobility
09.2001 - 12.2012
Operations Supervisor 1-800 -O-CANADA campaign
Gatestone co.
Loyalty & Retention Agent
TELUS Mobility
Lean Six Sigma Yellow Belt Certification -
Security Agent License - First Aid on the job CSST Certification, Fire Prevention CSST Certification
D.E.C. - Languages and Literature
Vanier Collège
Bachelor - Human resources and labor relations
Athabasca University
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