Ajla Orique
Newmarket,ON
Summary
Seeking full time employment. Proficient in managing schedules, administrative functions and employee training. Disciplined and organized leader with a strong call centre supervisor background focused on customer relations and team leadership. Highly motivated, improved customer satisfaction scores, increased service Forward-thinking professional adept at developing and implementing successful policies to meet changing demands To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
17
17
years of professional experience
Work History
Call Centre Supervisor
Serefin
01.2022 - Current
- Communicated latest updates on programs, policies, procedures, requirements, and initiatives to the team
- Listened to calls and reviewed scorecards, scheduling coaching sessions and providing training and coaching, including role-playing and Q&A components
- Addressed any questions or concerns from the team
- Monitored individual agent and overall team performance, including QA scores, internal call quality standards, schedule adherence, and KPI requirements
- Took appropriate actions to address any issues
- Collaborated with managers and supervisors on procedural matters, training material, unexpected technical issues, and customer concerns to ensure a positive customer experience
- Assisted in the production of program documentation for agent understanding
- Handled specific requests from agents regarding work schedules and time off
- Monitored overall agent schedule to ensure proper campaign coverage and requested adjustments as needed
- Established performance metrics to evaluate effectiveness of programs
- Analyzed data from multiple sources to identify areas of improvement in program operations
- Created detailed reports on progress, achievements, and areas needing additional resources or attention
- Tracked agent hours for payroll purposes
- Provided on-call coverage as assigned
- Participated in team-building games and activities whenever possible.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Developed process controls and metrics for daily management of call center.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Maximized employee retention, fostering a supportive work environment and offering growth opportunities.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Streamlined call center operations for increased efficiency by implementing new scheduling and workforce management strategies.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Built strong relationships with clients by following up on previous purchases and suggesting new products.
- Improved productivity of customer service team by leading training initiatives and revamping schedules.
Customer Service
AppleOne Agency
01.2021 - 08.2021
- Implemented and managed Excel spreadsheets for a team of agents to track and follow up on COVID testing for customers in a federal job related to travel during the pandemic
- Provided assistance to customers with travel-related inquiries and COVID testing requirements
- Maintained a 100% success rate on 95% of customer service calls, ensuring high-quality service and satisfaction
- Provided customer service for customers on the rewards program for Husky-MerchLoyalty/MBNA
- Assisted customers with information and guidance on the various rewards and promotion programs offered
- Achieved a 100% success rate for the Husky Merch program on over 95% of customer service calls, demonstrating exceptional performance and effectiveness.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly and professionally.
- Handled calls promptly and with courteous professionalism.
- Maintained working knowledge of products, accounts, representatives, tools and systems.
- Completed call documentation while speaking with customers.
- Met customer call guidelines for service levels, handle time and productivity.
- Increased efficiency and team productivity by promoting operational best practices.
Customer Service/Returns/National Accounts
Eurofase Lighting Inc
09.2011 - 10.2020
- Assisted with stock counts and utilized Excel spreadsheets for comprehensive monitoring of US inventory and returns
- Provided reception support when necessary to support colleagues
- Managed national accounts, including Home Depot, Lowe's, and Menards
- Conducted daily processing of EDI and generated reports
- Created new customers in Navision, a proficient ERP system
- Efficiently entered and processed all orders into Navision, encompassing both Canadian and US orders
- Assumed responsibility for addressing all incoming customer inquiries, particularly those pertaining to technical questions related to lighting installations
- Conducted inspections on defective products to facilitate processing
- Fostered collaboration with key stakeholders and teams to remain updated on new products, services, and policies
- Recorded and modified customer information within the database
- Engaged with clients in a courteous and professional manner, actively listening to their concerns
- Offered prompt support and effective solutions to customers in alignment with the company's customer service policies
- Skillfully arranged shipments in collaboration with freight forwarders
- Maintained accurate product and customer master files
- Troubleshot any issues that could potentially hinder shipment timelines
- Handled customer complaints and effectively liaised with the Quality Department for resolution
- Provided reliable backup support to other members of the customer service team.
Receptionist
Amati Plumbing
11.2007 - 12.2008
- Handled phone calls (transferring 8 lines)
- Scheduled appointments for clients, customers, and other visitors
- Greeted visitors and provided them with assistance
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel
- Paperwork checking data work
- Work with Business vision.
Receptionist
Mint Enterprise
01.2007 - 06.2007
- Worked for non-profit organization
- Handled phone calls (6 Lines)
- Recruited people for work
- Entering Data work (using Microsoft word and Excel)
- Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested
- Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
Education
Certificate -
Online Course
Diploma -
Seneca College
Remic Schooling Licensed Mortgage Broker -
Bayview Secondary School
Skills
- Good communication skills
- Responsible
- Team player
- Exceptional Computer skills
- Microsoft & Excel
- Office, C20, Salesforce, Navision, Five9
- Customer service skills
- Time management
- Flexible and Adaptable
- Teamwork and Collaboration
- Decision-Making
- Task Prioritization
- Relationship Building
- Multitasking
- Analytical and Critical Thinking
- Written Communication
- Organization and Time Management
- Cultural Awareness
- Dependable and Responsible
- Interpersonal Communication
- Time Management
- Microsoft Word
- Problem-Solving
Languages
Fluent in English
Yugoslavian
References
References Available Upon Request
Timeline
Call Centre Supervisor
Serefin
01.2022 - Current
Customer Service
AppleOne Agency
01.2021 - 08.2021
Customer Service/Returns/National Accounts
Eurofase Lighting Inc
09.2011 - 10.2020
Receptionist
Amati Plumbing
11.2007 - 12.2008
Receptionist
Mint Enterprise
01.2007 - 06.2007
Certificate -
Online Course
Diploma -
Seneca College
Remic Schooling Licensed Mortgage Broker -
Bayview Secondary School
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