Craig Carpenter
Cambridge,Ont.
Summary
Proven leader in optimizing call center operations, I spearheaded quality and sales initiatives at EnergyPal, exceeding sales targets by over 45%. Expert in process improvement and team building, my strategies foster employee development and drive service excellence, achieving world-class customer satisfaction ratings.
Overview
16
16
years of professional experience
Work History
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
- Surpassed quarterly sales targets by a minimum of 45%.
- Built operational reporting, dashboards and incentive programs to monitor, track and enhance performance
- Coordinated with senior leaders to implement a consistent quality approach throughout the organization.
- Facilitated communication between team members to foster a positive work environment.
Client Service Desk Manager/Call Center Manager
IMS (Insurance & Mobility Solutions)
03.2021 - 06.2022
- Directed international customer support operations.
- Refined operational protocols resulting in world-class key performance indicators.
- 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
- Utilized technology to streamline service operations and improve customer experience.
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
- Developed 11 newly hired Supervisors on Operations Management, Coaching/Development and Metric Attainment
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- 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
- Organized team activities to build camaraderie and foster pleasant workplace culture.
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
- Managed and inspired team members to perform to full potential, driving branch profitability.
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
- Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
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
- Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
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
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
Education
Certified Insurance Professional Course -
Insurance Institute of Canada
Waterloo, ON11.2024
T&D Certification - Training And Development
University of Guelph
Guelph, None07-1992
COPC Coordinator Course - COPC
COPC
Transcom CCM Course -
Transxom
Six Sigma Green Belt Course -
Wipro Technologies
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
- Complaint resolution
- Staff training
- KPI tracking
- Employee engagement
- Retention strategies
Timeline
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
Divisional Director (of Canadian Operations/Training and Leadership Development /Program Management)
Teleperformance USA (Marusa Marketing)
Certified Insurance Professional Course -
Insurance Institute of Canada
T&D Certification - Training And Development
University of Guelph
COPC Coordinator Course - COPC
COPC
Transcom CCM Course -
Transxom
Six Sigma Green Belt Course -
Wipro Technologies
Similar Profiles
Simon ChenSimon Chen
Residential Solar - Account Executive at EnergyPalResidential Solar - Account Executive at EnergyPal
JEDIDIAH EIBERJEDIDIAH EIBER
Solar Energy Consultant at EnergyPalSolar Energy Consultant at EnergyPal
Robyn SmithRobyn Smith
Solar Qualifier at EnergyPalSolar Qualifier at EnergyPal
Craig CarpenterCraig Carpenter
Divisional Director (of Canadian Operations/Training and Leadership Development/Program Management) at Teleperformance USA (Marusa Marketing)Divisional Director (of Canadian Operations/Training and Leadership Development/Program Management) at Teleperformance USA (Marusa Marketing)
Michael LindleyMichael Lindley
Team Leader at Toyota Motor Manufacturing CanadaTeam Leader at Toyota Motor Manufacturing Canada