JANESSE AUGOT
Etobicoke,Canada
Summary
A Call Centre Management Professional. Responsible and dedicated professional with exceptional interpersonal and communication skills. A reputation for taking on and succeeding at new challenges, an enthusiasm to seize all opportunities, and continuously enhance and promote the culture of learning. A strong leader and team player with extensive experience in developing people, processes, timelines, and strategies to support excellence in Organizational program delivery.
Experienced with directing call center activities and guiding team members to success. Utilizes effective communication techniques to resolve customer issues and enhance satisfaction. Track record of fostering positive team environment and driving operational improvements.
Overview
26
26
years of professional experience
Work History
CALL CENTRE TEAM LEADER
MILLENNIUM1 SOLUTIONS
Toronto, Ontario
01.2020 - Current
- Manage 60 Call Centre Agents for a large offshoring company, servicing clients all over the world.
- Selected to lead and launch new high-profile client.
- Exceeds Team Performances for Call Quality and KPI’s.
- Successfully onboarded 60 customer service agents for a high-profile client.
- Always achieves Recognition from our client for exceptional leadership.
- Noted for exceptional call quality coaching skills by high profile client.
- Successfully leads weekly call calibration meetings with External client and Senior management
- “Go to” person for advice on difficult call handling situations.
- Successfully achieved KPI targets through effective one on one coaching sessions with agents.
- Expanded business from initial launch of 10 customer service representative to 60 agents
- Noted for achieving excellent customer satisfaction ratings.
LEARNING AND DEVELOPMENT ADVISOR
MINISTRY OF TRANSPORTATION
Toronto, Ontario
01.2010 - 01.2018
- Manage Learning & Development programs for the Policy & Planning Division of the Ministry of Transportation.
- Effectively conducted needs analysis to develop cross divisional learning plans.
- Consistently developed successful Learning & Development opportunities for the Policy & Planning Division
- Successfully developed and maintained the Policy & Planning Intranet Website
- Facilitated and coordinated Lunch and Learn sessions across the division
- Successfully designed and coordinated the first cross-divisional telecast Lunch and Learn
- Member of the Accessibility of Ontario Disability Act Leadership Team.
- Successfully developed the first mandatory Aboriginal E-learning training initiative
- Successfully facilitated training meetings with all levels of Management and Government
- Successfully designed, planned, implemented the Divisional Rewards and Recognition Awards Banquet
- Successfully developed and implanted an online employee orientation program across the Division
LEARNING AND DEVELOPMENT ADVISOR
MINISTRY OF GOVERNMENT SERVICES, ONTARIO SHARED SERVICES
Toronto, Ontario
01.2001 - 01.2010
- Manage Learning & Development programs for Ontario Shared Services.
- Successfully developed and implemented training framework and strategy of major transformation projects
- Successfully developed and delivered Accounts Payable training module for Oracle financial ERP initiative
- Successfully developed Customer Service Call Quality assessment tool for Contact Centre Management
- Facilitate and coordinate Lunch and Learn sessions across the division
- Awarded Ministry of Government Services EDGE Award for Exceptional customer service
- Awarded OSS Service Excellence Award for Valuing People
- Awarded Certificate of Recognition for Exceptional Teamwork
- Awarded Certificate of Recognition for the successful development and delivery of the OSS Incident Management System /Quality Standards Workshops
CUSTOMER SERVICE SUPERVISOR
407ETR
Toronto, Ontario
01.2000 - 01.2001
- Manage and Motivated team of 20 Customer Service Representatives (CSR’s)
- Successfully increased the 407ETR Call Centre Service levels by 50% over a two-month period
- Developed and implemented customer service Employee Rewards and Recognition Program
- Successfully developed and implemented new customer service training program
- Facilitate and coordinate Lunch and Learn sessions across the organization
- Facilitated Change Management workshops
- Individual Performance Management and Succession Planning
- Employee Relations including conflict resolution, team building and change management
Education
Human Resource Management Diploma - Graduated with Honours
Sheridan College
Toronto, OntarioSkills
- 10 years of Call Centre Management
- Quality & Performance Improvement
- Training & Leadership Development
- Change Management
- Employee Development
- Performance Management
- Strategical Alignment
- Customer Escalation Resolution
- Employee Recognition
- Process Development & Redesign
- Customer Retention
- Team Building
Languages
English
Timeline
CALL CENTRE TEAM LEADER
MILLENNIUM1 SOLUTIONS
01.2020 - Current
LEARNING AND DEVELOPMENT ADVISOR
MINISTRY OF TRANSPORTATION
01.2010 - 01.2018
LEARNING AND DEVELOPMENT ADVISOR
MINISTRY OF GOVERNMENT SERVICES, ONTARIO SHARED SERVICES
01.2001 - 01.2010
CUSTOMER SERVICE SUPERVISOR
407ETR
01.2000 - 01.2001
Human Resource Management Diploma - Graduated with Honours
Sheridan College