Douvaughn Wiggan
Halifax,NS
Summary
Versatile professional with a proven track record across various roles. A dedicated Customer Service Professional with a strong background in delivering exceptional support and exceeding customer satisfaction. As a Call Center Supervisor, demonstrated leadership in optimizing operations, achieving performance targets, and fostering team growth. Additionally, excelling as a Contract Project Manager, with extensive experience in contract negotiation, project management, and a focus on timely, on-budget project delivery. Possesses excellent communication, problem-solving, and leadership skills, seeking to leverage this expertise to drive operational excellence, enhance customer satisfaction, and achieve successful project outcomes.
Overview
3
3
years of professional experience
Work History
Customer Service Professional
Manulife
04.2023 - Current
- Assist 50-100 customers daily with inquiries and provide solutions for their financial and insurance-related needs.
- Build rapport with clients, establishing long-term relationships and ensuring customer satisfaction.
- Collaborate with internal teams to address customer queries and provide accurate information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Contract Project Manager
SmallMoves HFX
02.2023 - 04.2023
- Successfully negotiated contracts with clients, suppliers, and service providers, leading to cost savings and favorable terms for the business.
- Implemented efficient payroll services, ensuring accurate and timely compensation for employees while streamlining processes.
- Managed stakeholder relationships, fostering positive interactions with customers, employees, vendors, and regulatory authorities. Effectively communicated project progress and addressed concerns to maintain high client satisfaction.
- Conducted comprehensive risk assessments and developed mitigation strategies, proactively identifying and resolving issues to keep projects on track.
- Planned and executed projects, ensuring they were completed on time and within budget. Utilized project management software to maintain schedules, resource allocation, and task management.
Supervisor of Operations
MAP Communications
04.2022 - 02.2023
- Oversaw team of 3 Team leaders and 15 customer service representatives, providing coaching and guidance to ensure high-quality customer interactions.
- Implemented strategies to improve customer satisfaction, resulting in a 10% increase in positive feedback.
- Developed and maintained standard operating procedures to enhance efficiency and consistency.
- Conducted regular performance evaluations and provided constructive feedback to team members.
- Collaborated with other departments to resolve customer escalations and ensure timely resolution of issues.
Team Leader
MAP Communications
01.2021 - 04.2022
- Led team of 10 customer service representatives, ensuring service level agreements were met.
- Identified training needs and conducted regular training sessions to enhance product knowledge and customer service skills.
- Streamlined processes and implemented automation tools, Maintaining team productivity.
- Resolved complex customer issues and escalated matters to appropriate departments when necessary.
Education
Bachelor of Commerce - Finance
Saint Mary’s University
Halifax, NS05-2020
Skills
- Excellent verbal and written communication skills
- Strong problem-solving and decision-making abilities
- Exceptional leadership and team management skills
- Strong attention to detail and organizational skills
- Ability to multitask and prioritize effectively
- Ability to remain calm and composed in high-pressure situations
- Proficient in Microsoft office
- Extensive complaint resolution background
Timeline
Customer Service Professional
Manulife
04.2023 - Current
Contract Project Manager
SmallMoves HFX
02.2023 - 04.2023
Supervisor of Operations
MAP Communications
04.2022 - 02.2023
Team Leader
MAP Communications
01.2021 - 04.2022
Bachelor of Commerce - Finance
Saint Mary’s University
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