Kelvin Arhin
Laval,QC
Summary
Dynamic and adaptable leader with over 8 years of experience in customer service and call center management. Proven expertise in developing high-performing teams, driving customer satisfaction, and fostering a positive work culture. Adept at analyzing data to inform strategic decisions and delivering exceptional customer experiences in fast-paced, ever-changing environments. Fluent in English and French, with a passion for leading teams through transformation and innovation.
Overview
10
10
years of professional experience
Work History
Customer Service Manager
Onside Restauration,
Laval, Quebec
09.2022 - Current
- Fostered a positive team culture, driving engagement and high performance in a dynamic environment.
- Coached team members through performance management and development plans, resulting in measurable improvements in service quality.
- Analyzed operational data to ensure service levels met or exceeded expectations.
- Implemented scalable strategies to enhance customer experiences and streamline operations.
Manager
Grainger
Montreal, Quebec
08.2018 - 08.2022
- Led departmental operations to meet collective and individual employee objectives.
- Designed and utilized reports to evaluate team performance through KPIs, driving consistent improvements.
- Collaborated across teams to develop and execute customer-centric strategies.
- Cultivated trust and respect among employees, fostering long-term engagement and productivity.
Manager
Telus
Laval, Quebec
05.2015 - 07.2018
- Supervised a diverse team, acting as the primary liaison between staff and management.
- Conducted strategic forecasting to mitigate potential challenges in supply chain operations.
- Enhanced operational efficiency by introducing process improvements aligned with company goals.
- Built strong interpersonal relationships within the team to ensure collaboration and success.
Education
Associate of Science - Business Administration
Vanier College
Saint-Laurent, None06-2009
Skills
- Leadership and Team Development: Skilled in coaching, mentoring, and developing talent to exceed performance metrics
- Customer Experience Excellence: Focused on creating exceptional and seamless customer service interactions
- Data Analysis and Reporting: Proficient in utilizing KPIs and trend analysis to enhance operational efficiency
- Process Improvement: Experienced in streamlining workflows and implementing scalable solutions
- Bilingual Communication: Fluent in English and French, ensuring clear and effective communication across diverse teams
- Adaptability: Thrive in high-pressure environments with multiple priorities and tight deadlines
Accomplishments
- Expanded call center operations from 6 to 85 employees within 18 months, supporting rapid business growth.
- Developed a coaching structure that improved customer satisfaction scores by 18%.
- Consistently delivered results by aligning team objectives with organizational goals.
Languages
French
Professional
English
Professional
Timeline
Customer Service Manager
Onside Restauration,
09.2022 - Current
Manager
Grainger
08.2018 - 08.2022
Manager
Telus
05.2015 - 07.2018
Associate of Science - Business Administration
Vanier College
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