Jeremy White
Rockland,ON
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
21
21
years of professional experience
Work History
Team Lead
NewFound Recruiting
01.2025 - Current
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Improved overall call center performance with effective coaching and feedback to team members.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
Service Desk Incident Coordinator
NewFound Recruiting
08.2023 - 01.2025
- Upheld company reputation by adhering to strict confidentiality protocols when handling sensitive client data.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing clear explanations.
- Contributed to team success by consistently meeting or exceeding established performance metrics.
- Managed multiple priorities simultaneously while maintaining focus on delivering exceptional customer service.
- Maintained detailed records of customer interactions, noting solutions provided for future reference.
- Delivered exceptional phone support, maintaining patience and understanding while addressing client concerns.
- Adapted quickly to new technology releases, staying informed on updates that could impact customer experience.
- Utilized various communication channels such as chat, email, and phone calls to provide prompt assistance to customers in need.
- Used SMAX ticketing systems to manage and process support actions and requests.
Technical support representative
Xplore
05.2018 - 08.2023
- Boosted first-contact resolution rates through skillful assessment of client needs and identification of appropriate solutions.
- Increased customer satisfaction by providing timely and accurate technical support for internet-related issues.
- Expanded company''s reputation for excellent service through consistent demonstration of exceptional communication skills during client interactions.
- Streamlined the support process by creating clear and concise documentation of common issues and resolutions.
- Reduced repeat calls by effectively educating customers on self-help resources available online or via phone system prompts.
- Championed customer retention efforts by providing consistently exceptional service, resulting in increased loyalty and positive feedback from clients.
- Trained new hires on customer service techniques, company policies and general technical knowledge
Program account manager
OnPath business solutions
01.2017 - 01.2018
- Utilize analytical skills to identify trends and improve incident management processes
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained composure in high-pressure situations, ensuring customer satisfaction
- Adapted communication style to diverse user needs
- Partnered with cross-functional teams to address recurring user problems, contributing to knowledge base expansion and improving overall team efficiency
- Proposed and implemented new support strategies for new hires, streamlining processes and significantly improving first-call resolution rates for technical issues
- Mentored new hires on support protocols and best practices, fostering a collaborative learning environment and enhancing team performance
Program Lead
OnPath business solutions
01.2016 - 01.2017
- Spearheaded implementation of cutting-edge project management tools, enhancing team collaboration and productivity in program delivery
- Fostered strong partnerships with stakeholders, ensuring alignment of program objectives with overall business strategy and client needs
- Conducted comprehensive program assessments, identifying key areas for improvement and implementing data-driven solutions to optimize performance
- Developed and executed long-term program strategies for coaching plan with agents, driving sustainable growth
- Leveraged data analytics to identify performance gaps, implementing targeted solutions that measurably enhanced program outcomes
Business Development Representative
OnPath business solutions
01.2010 - 01.2017
- Led business development initiatives, consistently surpassing sales targets and expanding client base
- Pioneered new client acquisition strategies, leveraging data analytics to identify high-potential leads
- Conducted in-depth market research to identify emerging trends and opportunities
- Maintained accurate records and generated comprehensive reports for senior management
- Pioneered strategic outreach campaigns, driving substantial revenue growth and expanding the client base beyond projected targets
- Business to business sales for HPE, Primus, Canon, and Petro Canada
- Coached peers on sale trends and helped to obtain leads and provide feedback
- Awarded call center agent of the year at ORCA awards
- Led team to enhance operational efficiency, reducing downtime by over 12%
- Implemented process changes, resulting in noticeable productivity gains
- Managed and coached a team of 25 agents
- Created new reports for tracking sales and other key performance indicators
- Responsible for new hire training classes
Operational supervisor
TeleTech
01.2007 - 01.2008
- Spearheaded implementation of cutting-edge project management tools, enhancing team collaboration and productivity in program delivery
- Fostered strong partnerships with stakeholders, ensuring alignment of program objectives with overall business strategy and client needs
- Conducted comprehensive program assessments, identifying key areas for improvement and implementing data-driven solutions to optimize performance
- Developed and executed long-term program strategies for coaching plan with agents, driving sustainable growth
- Leveraged data analytics to identify performance gaps, implementing targeted solutions that measurably enhanced program outcomes
Team Manager
SITEL
01.2004 - 01.2007
- Led team to exceed targets, enhancing customer satisfaction and operational efficiency
- Managed team performance, achieving consistent top-tier service ratings
- Implemented training programs, fostering skill development and team cohesion
- Resolved complex issues, improving client retention and reducing complaints
- Streamlined processes, resulting in measurable productivity improvements
- Fostered a culture of teamwork and open communication
- Mentored staff, enhancing individual performance and driving collective success in a fast-paced environment
- Analyzed key performance indicators to identify areas for enhancement
- Developed data-driven strategies, leading to measurable improvements in team efficiency and output quality
- Cultivated a positive work environment, promoting employee engagement and retention
- Provided guidance and resources to support team members' professional growth and success
- Managed a team of 15-26 agents
Education
Programmer Analyst -
St Lawrence College
Kingston, Ontario05.2001
Engineering technician -
St Lawrence College
Kingston, Ontario05-1998
Skills
- Team Leadership
- Problem Solving
- Customer focus
- Process Improvement
- Coaching and mentoring
- Technical Troubleshooting
- Performance improvement
- Quality Assurance
- Relationship building
Timeline
Team Lead
NewFound Recruiting
01.2025 - Current
Service Desk Incident Coordinator
NewFound Recruiting
08.2023 - 01.2025
Technical support representative
Xplore
05.2018 - 08.2023
Program account manager
OnPath business solutions
01.2017 - 01.2018
Program Lead
OnPath business solutions
01.2016 - 01.2017
Business Development Representative
OnPath business solutions
01.2010 - 01.2017
Operational supervisor
TeleTech
01.2007 - 01.2008
Team Manager
SITEL
01.2004 - 01.2007
Programmer Analyst -
St Lawrence College
Engineering technician -
St Lawrence College
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