Sarah Orisakwe
London,Canada
Summary
Customer Care Manager with an Advanced Diploma in Business Administration for Human Resources who is passionate about developing talent and participating in the growth of others. Extensive experience building strong relationships with others while administering high performance coaching.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Manager, Customer Care
Workplace Safety and Insurance Board
London, ON
07.2024 - Current
- Manage team of13 agents through providing high performance coaching using FISE and GROW techniques to provide valuable and constructive feedback in accordance with the Collective Agreement
- Demonstrate managerial courage through leading team of experienced agents with approximately15-20 years of service with WSIB
- Collaborate with managers to establish productivity and performance standards to ensure operational standards are achieved
- Liaise with internal business partners to resolve complex and sensitive registration escalations in a timely and effective manner
- Participate in cross divisional projects and initiatives such as educational scripting and activity movement
Summer Student Manager, Customer Care
Workplace Safety and Insurance Board
London, ON
05.2024 - 08.2024
- Managed team of19 agents across multiple business areas including CRMR, DMR, CRR, and CRDM
- Facilitated various meetings and huddles related to productivity, EDI Health and Wellness, and team building
- Developed Summer Student Manager Role for Service Excellence Admin roles through collaborating with multiple business areas to confirm roles and responsibilities
- Ran high performance coaching sessions focusing on career development
- Onboarded and trained subsequent Manager through daily sessions to review responsibilities progress, and support required
Claims Registration Representative
Workplace Safety and Insurance Board
London, ON
04.2023 - 07.2024
- Execute high attention to detail in reviewing incoming forms and supporting documentation to register or match documents to existing claims
- Achieve call quality and productivity requirements to help meet service delivery standards
- Contact workplace parties to clarify information and gather missing information to complete registration
- Participate in team meetings and one-on-one coaching sessions to contribute to and lead my success
Call Centre Coach
Morneau Shepell
Toronto, ON
04.2019 - 04.2023
- Complete onboarding training and coaching of approx.15 new agents bi-monthly
- Complete quality assurance by listening to20+ agents’ calls monthly to identify and communicate gaps
- Train and mentor40-60 agents in a fast-paced group benefits call centre
- Participate in weekly management meetings to discuss projects, and tasks, and brainstorm solutions to upcoming changes
Education
Advanced Diploma - Business Administration – Human Resources
George Brown College
Toronto, ON08.2021
Skills
- 10 years experience in customer-centric environments and handling a diverse clientele
- 4 years providing leadership, mentorship, and coaching to new and experienced agents
- Proven ability to lead various team sizes ranging from13-19 agents
- Completion of Courses: Coaching with GROW, Workplace Mental Health Leadership, Leading and developing with Emotional Intelligence, CAMH
- Strong interpersonal skills demonstrated through connecting with different types of agents
Certification
- New Manager Training Program
- Coaching with GROW
- Workplace Mental Health Leadership Certificate Training
- Leading with Emotional Intelligence
- First Aid Certification – Valid until Nov12027
- Floor Warden – London Ontario
Timeline
Manager, Customer Care
Workplace Safety and Insurance Board
07.2024 - Current
Summer Student Manager, Customer Care
Workplace Safety and Insurance Board
05.2024 - 08.2024
Claims Registration Representative
Workplace Safety and Insurance Board
04.2023 - 07.2024
Call Centre Coach
Morneau Shepell
04.2019 - 04.2023
Advanced Diploma - Business Administration – Human Resources
George Brown College