Malaika Monteiro
North York,ON
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Would like to work in a stimulating and challenging environment that would facilitate maximum utilization and application of my skills, expertise and experience in the field of team management, training, project management, customer service and process development.
Overview
19
19
years of professional experience
Work History
Quality Assurance Analyst
Toronto Hydro
Toronto, ON
02.2022 - Current
- Managing omni-channel (voice, email & chat) process improvements for one of the highest call drivers within the contact centre environment.
- Analyzing data through call monitoring, agent performance and customer feedback (via customer surveys) to identify the primary reasons behind the high call volume.
- Oversee the escalation mailbox and perform in-depth trend analysis on received escalations.
- Take a proactive role in dissecting and addressing escalations originating from various communication channels.
- Utilize insights gleaned from escalation trend analysis to formulate strategies for procedural enhancements, aimed at preventing recurrence of similar escalation issues.
- Understanding the specific pain points and challenges customers face while using voice, email, and chat channels.
- Conducting root cause analysis for recurring issues and working on preventive measures to reduce the volume of calls and other interactions related to the identified call drivers.
- Mapping out the existing processes for voice, email, and chat interactions.
- Identifying inefficiencies, bottlenecks, and areas where customer experiences can be enhanced.
- Working with cross-functional teams, including operations, quality, and technology, to develop improvement strategies that address the identified issues.
- These strategies were aimed to reduce call volume/email volume, cross-channel interactions and improving customer satisfaction. Worked with team members to create efficient workflows, resulting in high productivity.
- Collaborating with vendors, facilitating and arranging training's to ensure agents are well-equipped to handle interactions on all channels effectively.
- This includes providing training on updated process flows and enhanced processes Test project delivery in test environments to understand the efficiency and accuracy of recommended plans
- Overseeing the implementation of the proposed process improvements.
- Created and analyzed project success by monitoring results and recommended appropriate changes
- Created team objectives and roles with specific goals outlined for each individual.
- Developed solutions to project risks and issues, meeting quality and timeline goals and objectives.
- Used quality monitoring system to compile and track individual and team performance.
- Setting up performance metrics and tracking systems to monitor the impact of the implemented improvements.
- Regularly reviewing and analyzing the data to assess the effectiveness of the changes.
- Bringing together team coaches, quality assurance representatives, and relevant stakeholders for call calibration sessions.
- During these sessions, participants listen to the selected calls and evaluate the agents' adherence to the proposed process changes and the quality of their interactions.
- Participants use the predefined criteria to score each call based on how well the agent adhered to the process changes and delivered a satisfactory customer experience.
- Feedback is provided to agents on their strengths and areas for improvement
- Ensuring that all changes made to the omni-channel process adhere to the required quality standards.
- Collaborate with team members to create individual development plan and offer constructive feedback and coaching to enhance performance
- Assist in creating strategies to address performance gaps and improve overall team performance.
- Support team members in achieving their goals and overcoming challenges.
- Conducting audits and quality checks to maintain service excellence.
- Regularly communicating progress and outcomes to relevant stakeholders, such as management, team leads, and agents.
- Ensuring everyone is aware of the ongoing improvements and their impact.
- Created project plans with established timelines, assigned to appropriate teams and managed workflow throughout construction.
- Made changes to the project scope to keep the project up-to-date.
- Reviewed project risks and devised proactive strategies to avoid potential roadblocks.
- Communicated regularly with management to discuss quality trends.
- Developed corrective and preventive action plans to resolve non-compliance issues.
- Kept abreast of regulatory requirements from accrediting bodies
- Conduct training sessions to ensure staff remains well-informed about the latest regulatory changes.
Easyline Specialist
TD Canada Trust
01.2020 - 02.2022
- Provide customers with the best solutions and offer guidance on how TD's digital assets can further help them meet their needs, now and in the future, using knowledge you will gain about our product and service suite.
- Deliver outstanding service and/or sales support with minimal to moderately complex transactions related to financial products and services with the aim to provide complete and correct solutions the first time.
- Play a key role in addressing customer concerns and be accountable for problem solving and/or raising matters to the appropriate people.
- Work towards achieving set goals while being an ambassador for innovation by offering legendary experiences and trusted advice.
- Work effectively as a team, use and learn from each other's knowledge and support your co-workers to resolve customer issues, and improve efficiency of the advice team.
Sr Manager- Author Engagement and Marketing
PACKT PUBLISHING
06.2013 - 08.2019
- Responsible for achieving and managing performance metrics set forth by the organisation for the Author Engagement and Marketing Team.
- Managing a team of 25 associates and driving author satisfaction revenue via all marketing activities designed for Authors.
- Provide clear vision, goals, and direction to the team. Set performance expectations and establish key performance indicators (KPIs) for team members.
- Identify team members' strengths and areas for development.
- Provide coaching, training, and mentoring to enhance team members' skills.
- Create opportunities for career growth and advancement within the team
- Monitor team performance and track progress toward goals. Conduct regular performance evaluations and provide constructive feedback.
- Address performance issues promptly and implement corrective actions
- Manage workload distribution and task assignment among team members.
- Ensure that team members adhere to quality standards and best practices.
- Monitor the quality of work produced by the team and implement improvements as needed.
- Analyse team performance metrics and provide regular reports to upper management.
- Use data-driven insights to identify areas for improvement and implement strategies to enhance team efficiency and effectiveness.
- Develop quality guidelines to help associates deliver legendary customer experience
- Developing strategies and tactics to boost the company's reputation and drive qualified traffic via marketing and social media activities.
- Deploying successful marketing campaigns from ideation to execution.
- Experiment with a variety of organic and paid acquisition channels like content creation, content curation, pay per click campaigns, event management, publicity, social media, lead generation campaigns, copy-writing, performance analysis.
- Build strategic relationships and partner with key industry players.
- Oversee and approve marketing material, from website banners to hard copy brochures and case studies.
- Measure and report on the performance of marketing campaigns, gain insight and assess against goals.
- Developed a thorough understanding of authors and their motivations to build a robust, scalable author journey and experience.
- Act as a key liaison between the Publishing and the Engagement teams to implement and execute new ideas that have been suggested and approved
- by the business.
- Overlook the execution of creating a social media community of authors which will increase Packt author interactions and increase author engagement.
- Created and implemented various processes like Packt Reputation Tracker, Author Engagement Survey, Author Led Ideas etc.
- To increase engagement and Author satisfaction.
- Increased outreach for books on Project Sites by 48% within 10 months and acquired 100+ third party sites to feature Packt books.
Relationship Manager
GLOCAL INFOMART PVT LTD
02.2012 - 06.2013
- Established strong client relationships to drive business development.
- Achieved client loyalty through quality, productivity, service and proactive management.
- Built long-term relationships with lucrative clients by utilising active listening, effective communication and dynamic interpersonal skills.
- Delivered positive experiences to customers at every touch point through clear communication and implementing strategies to improve satisfaction.
- Developed marketing plan based on client data to acquire new relationships and expand existing ones.
- Collaborated with various departments to improve communication and deliver individualised customer solutions.
- Advised and counselled customers on financing and related matters, courteously educating clients and responding to inquires.
- Developed and implemented improved organizational tools to increase productivity.
- Developed strategic plan for client relationships, proactively consulting with senior individuals and anticipating needs.
- Collaborated with managers to identify and develop new markets according to strategic plan, analysing potential opportunities and challenges.
- Monitored competitive and marketplace trends impacting client satisfaction to keep ahead of developments and implement response plan.
- Provided information on technology resources to improve client financial well-being.
- Acted with minimal direction in self-directed capacities to resolve issues and implement strategies.
- Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
- Created and updated financial reports on frequent basis to present information to leadership teams.
- Analyzed actual financial results to budget, preparing variance reporting to functional groups.
- Checked payroll, vendor payments and other accounting disbursements for accuracy and compliance.
Financial Advisor and Relief Team Manager
J P MORGAN CHASE
07.2008 - 12.2011
- Trained newly hired top talent to fill key positions and maximise productivity.
- Managed new-hire training on topics such as business standards and compliance requirements.
- Provided constructive feedback and positive reinforcement to keep trainees motivated.
- Created and monitored training courses to promote quality performance and enhance effectiveness of employee training.
- Coordinated spaces and materials for all training classes. Developed and coordinated training's to help individuals learn company policies and procedures and job tasks.
- Created and utilised lesson plans and teaching materials to enhance classes. Implemented and facilitated successful training programs to increase employee engagement, retention and productivity.
- Evaluated individuals regularly for progress or growth potential to guide decisions regarding advancement and additional training.
- Developed practical training programs to impart knowledge and improve individual skill sets.
- Monitored training effectiveness through observation and metrics analysis.
- Created tests, exercises and role-plays for courses to verify competency.
- Designed training performance evaluations and provided training follow-up to incorporate feedback into future modules.
- Conducted evaluations of current and projects training requirements to enhance program quality and efficacy.
- Worked with subject matter experts to validate relevancy of content.
Sr. Trainer, •Process Trainer
SUTHERLAND GLOBAL SERVICES
10.2006 - 02.2008
- Trained newly hired top talent to fill key positions and maximize productivity.
- Managed new-hire training on topics such as business standards and compliance requirements.
- Provided constructive feedback and positive reinforcement to keep trainees motivated.
- Created and monitored training courses to promote quality performance and enhance effectiveness of employee training.
- Coordinated spaces and materials for all training classes.
- Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks.
- Created and utilized lesson plans and teaching materials to enhance classes.
- Implemented and facilitated successful training programs to increase employee engagement, retention and productivity.
- Evaluated individuals regularly for progress or growth potential to guide decisions regarding advancement and additional training.
- Developed practical training programs to impart knowledge and improve individual skill sets.
- Monitored training effectiveness through observation and metrics analysis.
- Created tests, exercises and role-plays for courses to verify competency.
- Designed training performance evaluations and provided training follow-up to incorporate feedback into future modules.
- Conducted evaluations of current and projects training requirements to enhance program quality and efficacy.
- Worked with subject matter experts to validate relevancy of content.
Sr. Customer Service Executive
WIPRO BPO
05.2004 - 10.2006
- Providing financial solutions to clients based for American Express Credit Cards
- Maintain all the sales and Customer Service metrics as laid down by AMEX
- Promoted to a Sales Coach
- Call monitoring, coaching and feedback, responsibility for delivery of the refined customer experience in every call.
- Providing structured and formalized feedback to agents.
- Tracking and recording MIS data related to call monitors, deviations/adherence to quality metrics, correction plans
Education
Post Graduate Degree - Marketing Management
Seneca College of Applied Arts And Technology
North York, ON04.2021
Post Graduate Degree - Human Resource Management
Seneca College of Applied Arts And Technology
North York, ON04.2020
Bachelor of Arts -
University of Mumbai
Mumbai 04.2008
Skills
- Team management
- Leadership
- Training & Development
- Teambuilding
- Project Management
- Content management expertise
- Customer Relationship Management (CRM)
- Research and Development
- Relationship Building
Additional Information
- Proficient in MS Office
- Tableau
- MySQL
- SAP
- Visio
- Microsoft Dynamics
Timeline
Quality Assurance Analyst
Toronto Hydro
02.2022 - Current
Easyline Specialist
TD Canada Trust
01.2020 - 02.2022
Sr Manager- Author Engagement and Marketing
PACKT PUBLISHING
06.2013 - 08.2019
Relationship Manager
GLOCAL INFOMART PVT LTD
02.2012 - 06.2013
Financial Advisor and Relief Team Manager
J P MORGAN CHASE
07.2008 - 12.2011
Sr. Trainer, •Process Trainer
SUTHERLAND GLOBAL SERVICES
10.2006 - 02.2008
Sr. Customer Service Executive
WIPRO BPO
05.2004 - 10.2006
Post Graduate Degree - Marketing Management
Seneca College of Applied Arts And Technology
Post Graduate Degree - Human Resource Management
Seneca College of Applied Arts And Technology
Bachelor of Arts -
University of Mumbai
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