Alex Adrian Henry
North York,ON
Summary
Versatile Senior Manager specializing in customer service operation and capability development. I'm skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Manager
Sutherland Global
03.2022 - 07.2023
- Build, lead, and manage a high-performing team to deliver and manage Capability Development programs such as coaching, mentoring, and leadership development initiatives for Service Delivery and enabling functions to meet program objectives and deliver outcomes
- Lead the development and maintenance of delivery plans across the lines of business at various levels for streamlined and efficient delivery management
- Review capability development programs, teams, and individuals’ performances periodically and ensure any gaps are identified, and corrective actions are implemented with targets to meet program objectives and delivery outcomes
- Drive a continuous improvement culture within the team and seek new ways of operatingthat improve efficiency and produce better customer outcomes and experiences.
Operations Manager
Concentrix Services
11.2020 - 03.2022
- Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
- Maximize revenue generation to reach long and short-term financial projects (i.e., data collection for billable/non-billable hours, forecasting, budgeting, etc
- Selecting, training, developing, and managing the performance of direct reports and their associates; including planning and assigning work for staff by the organization’s policies and applicable legal requirements
- Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
- Create and maximize relationships with client partners.
Senior Team Leader
Concentrix Services
11.2019 - 11.2020
- Responsible for the day-to-day supervision of a group of call centre team leaders, subject matter experts and associates including work and attendance monitoring following organization policy and applicable legal requirements
- Effectively coach direct reports on their performance regularly to ensure performance metrics are achieved at a minimum weekly
- Identify performance-related issues, develop an action plan for improvement, and implement corrective action, up to and including termination of employment
- Ensure service delivered to our customers meets contractual Key Performance Indicators(‘KPIs’) and financial expectations
- Communicate expectations to direct reports and provide timely updates where necessary
- Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input
- Schedule and organize team activities for support and associates.
Team Leader/Supervisor
Concentrix Services
02.2019 - 11.2019
- Hiring, training, coaching, and leading call center representatives as they provide support for customers
- Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be addressed by representatives
- Assisting other management team members in identifying trends and establishing call center goals
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
Senior Advisor II
Concentrix Services
09.2018 - 02.2019
- Manage inbound and outbound (B2B and B2C) customer calls in a timely manner
- Build strong pipelines and customer relationships
- Identify customers’ needs and wants
- Navigate sales conversation for the possible wins
- Research every issue and provide solutions to them
- Recognize opportunities to upsell our products and services
- Manage milestones and individual targets on a daily basis to ensure attainment expectations are met.
Associate
Sutherland Global Services
06.2017 - 09.2018
- Maintaining a positive, empathetic, and professional attitude toward customers at all times
- Responding promptly to customer inquiries
- Communicating with customers through various channels
- Acknowledging and resolving customer complaints
- Knowing our products inside and out so that you can answer questions
- Processing orders, forms, applications, and requests
- Keeping records of customer interactions, transactions, comments, and complaints
- Communicating and coordinating with colleagues as necessary
- Providing feedback on the efficiency of the customer service process
- Managing a team of junior customer service representatives
- Ensure customer satisfaction and provide professional customer support.
Customer Service Representative
Hinduja Global Solutions
01.2016 - 06.2017
- Maintaining a positive, empathetic, and professional attitude toward customers at all times
- Responding promptly to customer inquiries
- Communicating with customers through various channels
- Acknowledging and resolving customer complaints
- Knowing our products inside and out so that you can answer questions
- Processing orders, forms, applications, and requests
- Keeping records of customer interactions, transactions, comments, and complaints
- Communicating and coordinating with colleagues as necessary
- Providing feedback on the efficiency of the customer service process
- Managing a team of junior customer service representatives
- Ensure customer satisfaction and provide professional customer support.
Education
Master's degree - Business Administration and Management
University of Isabel
Master's degree - Management and Team Management
University of Isabel
College certificate in Strategic and Performance Management - undefined
Jose Marti Techincal High School
High school diploma or GED - undefined
University of the Commonwealth Caribbean
Skills
- Customer Service
- Project Management
- Control of Expenses
- Manage Budgets
- Information Confidentiality
- Cross-Functional Team Leadership
- Sales Strategies
- Set Organizational Policies
- Corporate Social Responsibility
- Quality Standards
- Cost Management
- Influencing and Negotiating
- Financial Management
- Business Management Principles
- Cross-Functional Collaboration
- Sales Activities
- Train Employees
- Cross-Functional Communication
- Budgeting and Resource Management
- Operations Planning
- Organizational Policies
- Managing Career Progression
- Managing Employee Relations
- Business Process
- Account and Territory Management
- Assist Customers
- Business Performance Management
- Strategic Planning
- Documentation
Accomplishments
- Achieved significant improvements in revenue through implementing strategic policies to reduce employee attrition, improve employee engagement, improve business operations and improve efficiency with the business.
Certification
Team Management (6 years)
Change Management (4 years)
Process Improvement (5 years)
Data Analysis (4 years)
Data Collection (6 years)
Research (3 years)
Management (5 years)
Business Development (4 years)
Project Management (2 years)
Account Management (4 years)
Budgeting (4 years)
Strategic Planning (5 years)
Vendor Management (4 years)
Call center management
Article writing on leadership
I write apt least 1 article a week on LinkedIn. My newsletter is called The Genz Circle. I write article on work culture, continuous improvement, employee engagement and leading through times of adversitit's.
Timeline
Senior Manager
Sutherland Global
03.2022 - 07.2023
Operations Manager
Concentrix Services
11.2020 - 03.2022
Senior Team Leader
Concentrix Services
11.2019 - 11.2020
Team Leader/Supervisor
Concentrix Services
02.2019 - 11.2019
Senior Advisor II
Concentrix Services
09.2018 - 02.2019
Associate
Sutherland Global Services
06.2017 - 09.2018
Customer Service Representative
Hinduja Global Solutions
01.2016 - 06.2017
Master's degree - Business Administration and Management
University of Isabel
Master's degree - Management and Team Management
University of Isabel
College certificate in Strategic and Performance Management - undefined
Jose Marti Techincal High School
High school diploma or GED - undefined
University of the Commonwealth Caribbean
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