Summary
Overview
Work History
Education
Skills
Websites
References
Professional Development
Favorite Quotes
Timeline
Generic

Cashmar Stephen

LaSalle,Quebec

Summary

Highly experienced and goal-oriented team lead with over 13 years of customer care and operational support. Known for building strong cross-functional relationships, leading high-performing teams, and driving process improvements. Seeking to leverage my background in team leadership, support operations, and stakeholder coordination to transition into a Product and Operations Coordinator role.

Overview

10
10
years of professional experience

Work History

Team Lead – Tube Support

Aylo
Montreal, Canada
10.2020 - Current
  • Conducted weekly team meetings to track agent performance, address challenges, and align with departmental objectives.
  • Handled escalations including bugs, legal, and compliance matters, working cross-functionally with internal and external stakeholders.
  • Prioritized support initiatives and provided regular progress updates to ensure alignment with organizational goals.
  • Facilitated continuous process improvements to optimize ticket handling workflows.
  • Delivered ongoing training and mentorship to agents for handling customer inquiries effectively.
  • Assisted with operational tasks for e-commerce brands including order management, warranty requests, and returns.

Team Lead – Risk Support

Aylo
Montreal, Canada
01.2015 - 01.2020
  • Led and coached a team of billing support specialists to consistently meet and exceed performance KPIs.
  • Trained new hires and provided ongoing development opportunities to boost team capabilities.
  • Ensured adherence to risk mitigation procedures and managed high-priority billing escalations.
  • Served as a key contact for resolving complex customer and internal billing concerns.

Education

Child Studies

Concordia University
01.2020

Dawson College
01.2017

Vieux Fort Comprehensive Secondary School
St. Lucia
01.2004

Skills

  • Team leadership
  • Performance management
  • Customer support
  • Process improvement
  • Escalation management
  • Regulatory compliance

References

Josh Macphee, Manager, (438) 932-6862

Professional Development

  • The Power of Collaborative Problem Solving, 04/01/25
  • Effective Networking and Relationship Building, 03/01/25
  • Cultivating a Growth Mindset to Overcome Self-Doubt, 02/01/25
  • How to Master Your Executive Presence, 11/01/24
  • Developing Self-Awareness, 10/01/24
  • Emotional Intelligence – Employees, 10/01/24
  • Critical Thinking – All Employees, 09/01/24

Favorite Quotes

  • Be ready so you don’t have to get ready.
  • Proactive, never reactive.
  • Leave them better than you found them.
  • Pivot, don’t panic.

Timeline

Team Lead – Tube Support

Aylo
10.2020 - Current

Team Lead – Risk Support

Aylo
01.2015 - 01.2020

Child Studies

Concordia University

Dawson College

Vieux Fort Comprehensive Secondary School

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Cashmar Stephen