Charles Buebos
North York,Ontario
Summary
Dynamic Team Leader with 4 years of experience driving team success and consistently achieving key performance indicators (KPIs). Expert in developing and implementing strategies that enhance team performance, streamline operations, and exceed organizational goals. Proven ability to inspire and lead teams, provide impactful coaching, and manage projects effectively.
Overview
6
6
years of professional experience
Work History
Team Leader - Retention (T-Mobile Program)
S&P Data
Toronto, Ontario
10.2019 - Current
- Provides supervision, coaching, and training, while also scheduling, monitoring activities, and participating in performance assessments of sales staff. Manages a team of 15-20 members.
- Successfully achieving and surpassing monthly targets by conducting 80+ 1:1 coaching sessions, performing 80+ detailed observations coaching sessions, and leading 4+ dynamic Team Huddles each month.
- Assessed over 30 Performance Improvement Plans (PIPs) in 2023, achieving a remarkable 90.6% success rate with agents and representatives demonstrating significant performance improvements.
- Exceeded expectations with an impressive 112.4% average weighted performance to goal target for Net Promoter Score, Survivability30, and NCP7 in 2023, showcasing a strong commitment to achieving and surpassing key metrics.
- My team achieved an impressive 120.7% performance over target on all combined KPIs for the year 2023, showcasing exceptional dedication and effectiveness in exceeding our goals.
- Significantly contributed to a rise in recurring customer purchases in Retention Sales throughout 2023, thereby enhancing the company's revenue growth.
- Leads and delivers compelling PowerPoint presentations during internal and client calibration sessions, including those with the T-Mobile Vendor Manager twice a month.
Subject Matter Expert (T-Mobile Program)
S&P Data
Toronto, Ontario
07.2019 - 09.2019
- Collaborated with Team Leaders to deliver targeted one-on-one support for team members identified as outliers in Key Performance Metrics, driving performance improvement and overall team success.
- Developed comprehensive agendas and crafted engaging communication materials for team meetings, ensuring clear objectives and effective information sharing.
- Worked closely with team members to fulfill nesting project requirements, developing skills in line with LAB criteria to meet and exceed management expectations.
- Supported the Retention department by compiling essential paperwork and participating in detailed Subject Matter Expert (SME) roundtable discussions with the Operations Manager and Site Director.
Account Specialist (T-Mobile Program)
S&P Data
Toronto, Ontario
08.2018 - 06.2019
- Coordinated with Team Leader and Operations Manager to plan, build, carry out improvements with my future growth
- Strengthened online presence to capitalize on emerging trends, established and enforced sales goals to boost team success
- Negotiated escalations to ensure both customer and company's interest
- Demonstrated networking, customer service and interpersonal skills to connect with potential cancelling customers and divert them to sales
- Established and upgrade lines on customer's account and retained existing with an accuracy of 90% in my metrics under SURV30 as of 2018.
Education
Associate of Science - Marine Transportation -
Philippine Marine Merchant School
03.2014
Skills
- Proficiency in using the Windows Operating System
- Intermediate proficiency in word processing and spreadsheet software
- Graphic/Presentation proficiency in Microsoft PowerPoint
- Ability to inspire, motivate, and guide team members toward achieving goals
- Ability to adjust to changing circumstances and handle unexpected challenges
- Encourages teamwork and recognizes individual and collective achievements
Timeline
Team Leader - Retention (T-Mobile Program)
S&P Data
10.2019 - Current
Subject Matter Expert (T-Mobile Program)
S&P Data
07.2019 - 09.2019
Account Specialist (T-Mobile Program)
S&P Data
08.2018 - 06.2019
Associate of Science - Marine Transportation -
Philippine Marine Merchant School
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