DAKOTA LAFRENIERE
Windsor,Canada
Summary
Team Manager at Sutherland Global Services with expertise in coaching, training, and performance enhancement. Proven ability to improve customer satisfaction through effective quality assurance and conflict resolution strategies. Cultivates a motivated team culture that consistently achieves KPIs and aligns with organizational objectives.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Team Manager
Sutherland Global Services
Windsor, Canada
02.2024 - Current
- Lead a team of customer service agents to meet and exceed key performance indicators (KPIs).
- Managed scheduling, attendance, and time-off coordination to ensure optimal coverage.
- Conducted regular team huddles and one-on-one coaching sessions to address performance and provide support.
- Maintained agent motivation and engagement through skill development and upskilling initiatives.
- Ensured alignment with company goals by monitoring performance and implementing strategic improvements.
Subject Matter Expert
Sutherland Global Services
Windsor, Canada
11.2015 - 02.2024
- Mentored and coached 14+ customer service agents, helping them achieve program targets and enhance performance.
- Conducted QA reviews, live call monitoring, and one-on-one coaching to improve service quality.
- Developed and tracked key performance metrics and shared trends with leadership.
- Created a positive team culture through incentives, recognition, and regular performance feedback.
- Trained new hires on company operations, policies, and best practices.
- Collaborated with cross-functional teams to improve service delivery and client satisfaction.
- Maintained current knowledge of evolving products and troubleshooting protocols.
Hairstylist’s Assistant / Customer Service Agent
U4ia Hair Care
Windsor, Canada
07.2011 - 08.2014
- Delivered excellent customer service by addressing inquiries, resolving concerns, and ensuring satisfaction.
- Assisted with client intake, hair preparation, and scheduling.
- Trained new staff on daily operations and service standards.
- Maintained calm and professionalism during high-volume call periods.
- Consistently met call handling, resolution, and satisfaction targets.
Education
High School Diploma -
Century Secondary High School
Windsor, ON06.2013
Continuing Education - Beauty Program
O.Y.A.P.
Skills
- Customer service and support
- Coaching and training
- Quality assurance
- Active listening and communication
- Conflict resolution
- Team leadership
- Time management
- Sales experience
- Critical thinking
- Technical troubleshooting
Certification
O.Y.A.P., Beauty Program
Timeline
Team Manager
Sutherland Global Services
02.2024 - Current
Subject Matter Expert
Sutherland Global Services
11.2015 - 02.2024
Hairstylist’s Assistant / Customer Service Agent
U4ia Hair Care
07.2011 - 08.2014
High School Diploma -
Century Secondary High School
Continuing Education - Beauty Program
O.Y.A.P.