Craig Carpenter
Cambridge,Ont.
Summary
Results-driven Call Center leader with 15+ years of experience overseeing call center operations, leading teams, and implementing strategies to enhance customer service and operational efficiency. Proven track record of exceeding performance targets, improving customer satisfaction scores, and optimizing call center processes to world class standards. Adept at managing staff, analyzing performance metrics, and fostering positive work environments. Accomplished Divisional Director at Teleperformance USA, I excelled in driving Canadian operations to top customer satisfaction rankings. Expert in project and operations management, I spearheaded initiatives that surged sales by 45% quarterly. My blend of strategic problem-solving and team-building skills ensured seamless client relationships and operational excellence, setting industry benchmarks.
Overview
2025
2025
years of professional experience
Work History
Divisional Director (of Canadian Operations/Training and Leadership Development/Program Management)
Teleperformance USA (Marusa Marketing)
- Ran the Canadian Operations for the largest CRM (Customer Relationship Management) company in the world
- The Canadian sites were ranked the top performers year after year in Customer Satisfaction
- I oversaw our Wireless Telecommunication contracts with Sprint PCS and AT&T Wireless being my largest clients
- Liaised with clients and internal resources to launch various projects and programs
- All programs were launched above client expectations
- Performed operational audits on various sites to determine if there were within client and company guidelines
- Verified that operational processes and procedures were followed
Call Center Manager/Qualification Team and Quality Manager
EnergyPal
01.2023 - 08.2024
- Coached, developed and mentored Supervisors and front-line staff in a remote Call Center environment
- Created quality guidelines that were the foundation for an AI driven quality program that I developed and implemented
- Increased sales production by a minimum of 45% each quarter
- Built operational reporting, dashboards and incentive programs to monitor, track and enhance performance
- Worked with C-Suite members to define the quality culture for all departments
Client Service Desk Manager/Call Center Manager
IMS (Insurance & Mobility Solutions)
03.2021 - 06.2022
- Managed the customer service programs for all world-wide deployments
- Developed new customer service processes and procedures to reach world-class KPIs
- Sourced out and implemented a new customer service platform for all North American deployments
- Created reporting and developed KPIs that helped eliminate poor performance and built consistency on delivery of world-class customer service
Operations Manager
Marjorel
11.2020 - 03.2021
- Ran a Content Moderation Campaign for a large social media platform consisting of 15 queues and 216 full time employees
- Developing 11 newly hired Supervisors on Operations Management, Coaching/Development and Metric Attainment
- Developed several operation processes and implemented them within a very short time
- Created efficiency metrics that were not part of the original statement of work, to measure productivity
Call Centre Manager
Right Time Heating and Air Conditioning
04.2019 - 12.2019
- Ran all inbound, outbound and dispatch operations for 8 large HVAC companies
- Hand built critical operational reporting, staffing models based on historical information and initiated basic call center fundamentals into the daily operation
- Created operational processes for each department and developed/established metrics to drive continuous improvement
- Developed a quality program that met all stakeholder needs
Branch Manager, Central Intake & Admi (Call Center Operations)
Crawford & Company
12.2014 - 12.2018
- Managed the day-to-day operations of a claim’s intake team, taking insurance claims from across Canada
- I established excellent partnerships with both vendors and clients by striving to rigorously exceed all client and vendor demands
- Led projects on; efficiency, productivity, analytic and capacity planning for over 135 clients
- Developed a reporting suite that provided the Operation’s Team complete insight that improved performance to world-class standards
Operations Manager
Wipro Technologies (BPO Division)
12.2012 - 08.2014
- Managed provisioning, back office, and customer support for large Canadian telecommunications company (Fibre internet, Copper Internet, TV, and Mobility)
- Effectively managed multiple channels and multiple queues including billing and end user technical support
- Exceeded client metrics within the first 90 days of launch, and consistently met all goals and achieved best in class scoring (FCR, CSAT and Cost per Call) over 6 months
- Created QA and Operational processes that were adopted nationwide by the client to manage consistent delivery and agent-level feedback
Business Manager/Call Center Manager
Transcom North America and Asia (Nucomm)
02.2009 - 12.2012
- Ran all North American sites for a Large American TV and Cable internet provider
- Ran two 197seat call centers that exceeded all client metrics, rated number 1 in First Contact Resolution and Customer Satisfaction
- Programs were under the PCI compliance standards and passed all internal and external audits on three sites
- Travelled within the organization working on projects with greater operational scope beyond my roles and responsibilities
Education
COPC Coordinator Course -
University of Guelph
T&D Certification -
Transcom CCM Course -
Six Sigma Green Belt Course -
Wipro Technologies
Certified Insurance Professional Course -
10.2024
Skills
- Team Building
- Site Management
- Project Management
- Process Improvement
- Data Analysis
- Problem Solving
- Time Management
- Continuous Improvement
- P&L Management
- Client Relationship Management
- Employee Development
- Service Excellence
- Quality Driven
- Operations Management
Languages
English
Full Professional
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteHybridRemoteImportant To Me
Career advancementCompany CulturePersonal development programsTimeline
Call Center Manager/Qualification Team and Quality Manager
EnergyPal
01.2023 - 08.2024
Client Service Desk Manager/Call Center Manager
IMS (Insurance & Mobility Solutions)
03.2021 - 06.2022
Operations Manager
Marjorel
11.2020 - 03.2021
Call Centre Manager
Right Time Heating and Air Conditioning
04.2019 - 12.2019
Branch Manager, Central Intake & Admi (Call Center Operations)
Crawford & Company
12.2014 - 12.2018
Operations Manager
Wipro Technologies (BPO Division)
12.2012 - 08.2014
Business Manager/Call Center Manager
Transcom North America and Asia (Nucomm)
02.2009 - 12.2012
T&D Certification -
Transcom CCM Course -
Six Sigma Green Belt Course -
Wipro Technologies
Certified Insurance Professional Course -
Divisional Director (of Canadian Operations/Training and Leadership Development/Program Management)
Teleperformance USA (Marusa Marketing)
COPC Coordinator Course -
University of Guelph
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