Jessica Hanoun
Toronto,ON
Summary
I am a motivated Customer Service Leader with a background working in diverse industries; focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee and company objectives. Polished soft skills, adaptable with a passion for building relationships and business development
Overview
9
9
years of professional experience
1
1
Certification
Work History
Team Manager, Customer Operations
407 ETR
Vaughan , ON
2022.12 - Current
- Address employee and labor relation issues
- Manage a highly-engaged and motivated team of team 31 unionized customer service representatives within a call centre
- Ensure customer Service standards, SLA’s and production objectives are met through coaching, mentoring and the day-to-day development and recognition of assigned team members.
- Conduct regular team meetings to review personal strengths and weaknesses and assist team members with their career path options.
- Review employee metrics to ensure call centre job standard objectives are achieved including but not limited to Quality, First Call Resolution, Customer Satisfaction, productivity per hour standards and call handling KPI’s.
- Handle employee performance management (i.e., attendance, and payroll administration, departmental goals and objectives, team performance, performance management including, investigations, discipline and recruitment and staff development) and liaise with Human Resources.
- Prepare and analyze production reports such as coaching logs, monthly/quarterly reviews, call quality & training evaluations and ensure they are coached back in a timely manner.
- Responsible for resolving customer service escalations and ensuring customer satisfaction is achieved.
- Review team financial adjustments and ensure corporate policy is adhered.
- Responsible for the knowledge transfer of new and existing policy & procedures.
- Facilitate training and or departmental cross-training, share best practices and general communications to team.
- Monitor and review audited financial adjustments to ensure corporate policy is adhere to accurately and in a timely manner.
- Attend regular leadership meetings, professional training, and seminars.
- Work with the workforce group and management to ensure department standards, objectives, process improvement and system issues are addressed.
Customer Service Manager
Biiibo Inc
Toronto , ON
2021.01 - 2022.12
- Manages a team of customer service representatives and ensure they comply with company guidelines particularly related to quality of service.
- Monitors all incoming calls (Dialpad) or other correspondence between representatives and customers for quality and assurance purposes ie: live chat and email
- Review all orders using Biiibo ERP to ensure all Material Requests are created within a timely manner
- Ensures that representatives are informed about changes to company products and services.
- Collects weekly data and prepares KPI reports measuring the departments metrics including CSAT, CRR, average customer support ticket resolution, and first response time
- Prepares monthly reports summarizing the assigned customer service teams performance.
- Prepares knowledge-based documents such as summaries and responses to frequently asked questions, customer service call scripts, and macros for live chat using Intercom
- Identifies opportunities to update or improve customer service procedures by creating and implementing standard operating procedures
- Provide weekly coaching to improve team and individual performance
- Assists with budget preparation for the Customer Service department.
- Collaborates with operations for any updates pertaining to logistics which directly affect customers. This includes but not limited to order delays, late deliveries, missing product, out of stock items, or damaged product via Microsoft Teams
- Monitor all transactions to ensure KYC process is implemented for any high risk/ fraudulent orders using Stripe
- Responsible for hiring, onboarding and training all new customer service representatives
- Created terms and conditions relevant to customer service in order to improve the functionality of the department and the customer experience
- Workforce Management for the Customer Service Department
- Handle all customer escalations
Customer Service Manager/ Design Consultant
JAS Signature Baths
Oakville , ON
2018.04 - 2022.12
- Manage a team of customer service representatives
- Work with clients to ensure communication standards are upheld
- Ensure team is meeting service targets
- Set and track service goals in multiple communication channels
- Continually review and establish schedules to ensure adequate staff coverage
- Facilitate continued improvement through system enhancements and project requests, to include development and testing from a service perspective
- Work closely with the logistics and operations department to manage drivers, location and shipment of products
- Document daily/weekly/monthly progress reports for clients
- Participate and facilitate ongoing user testing for e-commerce sites
- Manage online customer service web platform
- Responsible for the training and development of staff, including but not limited to, staffing, interviewing, and training
- Ensure that the department is operating in accordance with all company policies and procedures including, but not limited to, work performance, quality, and attendance.
Field Support Associate
JuicePlus+ Canada
Mississauga , ON
2015.08 - 2018.03
- Ensuring that Service Level Agreements are maintained as well as maintaining a high level of knowledge regarding product, current marketing events and business development material
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Maintained records of data communication transactions, problems and remedial actions or installation activities.
- Learn to identify customer needs or desires in order to recommend the appropriate product or service
- Process payments for outstanding orders and issue refunds for products (accounts receivable and payable)
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Managed accounts receivable and payables processes, including invoicing, payments, and collections.
Education
Bachelor of Arts - Sociology and Criminology
Brock University
St Catharines06.2015
Skills
- Onboarding and Orientation
- Performance Management and Coaching
- Hiring and Training
- Workforce Management
- Team Building and Leadership
- Conflict Resolution Techniques
- Time Management
- Call Center Operations
Accomplishments
- My team exceeded department targets for CSAT at 96% and Call Resolution at 95% at 407ETR: 2023
- Effectively implemented contact centre modernization at 407ETR with the transition from PeopleSoft to Salesforce and supported the teams with training and development: 2023
- Biiibo Inc- Restructured the Customer Service Department by creating all standard operational standards and training existing and new team members. Increased department Customer Satisfaction Rate by 20% by the second quarter
- JuicePlus+ Canadian LAW Conference- Montreal 2017: Facilitated seminars for our Canadian distributors in order to provide them with team building and leadership skills to improve their independant business
- JuicePlus+ North American Conference- Indianapolis 2017: Provided support to our North American distributors, engage in the award ceremonies and network
Certification
- Ministry of Labour, Training and Skills Development: Supervisor Health and Safety Awareness- 2022
- LinkedIn Managing a Customer Contact Centre - 2021
- LinkedIn Managing a Customer Service Team- 2021
- Human Relations and Communication, Dale Carnegie Training - 2017
Timeline
Team Manager, Customer Operations
407 ETR
2022.12 - Current
Customer Service Manager
Biiibo Inc
2021.01 - 2022.12
Customer Service Manager/ Design Consultant
JAS Signature Baths
2018.04 - 2022.12
Field Support Associate
JuicePlus+ Canada
2015.08 - 2018.03
Bachelor of Arts - Sociology and Criminology
Brock University
- Ministry of Labour, Training and Skills Development: Supervisor Health and Safety Awareness- 2022
- LinkedIn Managing a Customer Contact Centre - 2021
- LinkedIn Managing a Customer Service Team- 2021
- Human Relations and Communication, Dale Carnegie Training - 2017
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