Overview
Work History
Education
Skills
Timeline
Generic

Meryll Salomon

Toronto,ON

Overview

18
18
years of professional experience

Work History

QUALITY ASSURANCE & TRAINING SPECIALIST

Medcan
10.2023 - Current
  • Acts as subject matter expert in multiple lines of business
  • Monitors agent calls and agent performance to identify training gaps
  • Performs call monitoring and provides trend data, quality reports, and feedback to Director, Client Experience & Operations
  • Reviews email responses to clients and provides trend data, quality reports, and feedback to Senior Manager, Client Experience
  • Created call / email monitoring formats and quality scorecard standards
  • Uses quality monitoring data management system to compile and track performance at team and individual level
  • Coordinates and facilitates call calibration sessions for call center staff
  • Participates in listening programs to identify customer needs and expectations
  • Facilitates classroom and online training to teach program product knowledge, call handling skills, customer service/sales skills and program process and procedures
  • Provides actionable data to various internal support groups as needed.

QUALITY ASSURANCE & CUSTOMER EXPERIENCE SPECIALIST

Home Depot
02.2022 - 10.2023
  • Conducted thorough quality audits and successfully implemented corrective actions, resulting in a noteworthy 20% enhancement in overall customer satisfaction surveys
  • Developed and implemented comprehensive quality assurance protocols to ensure adherence to company standards and regulatory requirements
  • Collaborated with cross-functional teams to define and document quality assurance processes and procedures, creating a standardized framework that enhanced efficiency and average call handling time by 15%
  • Conducted in-depth root cause analysis on quality issues, leveraging statistical analysis and data-driven insights to identify trends and implement preventive measures, resulting in a 20% reduction in customer complaints.

RESOLUTIONS SPECIALIST

Home Depot
06.2020 - 02.2022
  • Demonstrated exceptional problem-solving skills by effectively resolving complex customer issues through active listening, problem analysis, and implementation of effective solutions, resulting in an impressive 90% customer satisfaction rate
  • Implemented proactive strategies to proactively minimize customer escalations, resulting in a 20% reduction in resolution time and a significant improvement in overall team efficiency
  • Collaborated seamlessly with cross-functional teams to identify the underlying causes of customer complaints, leading to the development of innovative processes that successfully prevented future occurrences
  • Utilized strong negotiation prowess to resolve discrepancies and negotiate mutually acceptable resolutions for both customers and service providers, ensuring optimal outcomes for all parties involved.

COMPLIANCE SPECIALIST - Asst. Manager

BDO Unibank
07.2009 - 12.2018
  • Implemented and managed comprehensive compliance programs to ensure adherence to regulatory requirements, effectively mitigating potential risks and achieving 100% compliance rating during regulatory audits
  • Developed monthly and quarterly reports showcasing the bank's top complaints, their underlying causes, and effective remedies for recourse, culminating in presentations delivered to the Board of Directors and Senior Management
  • Implemented proactive measures to track and analyze complaint trends, enabling the identification of areas for improvement and the implementation of targeted solutions
  • Demonstrated excellence in serving as a proficient channel of communication, effectively receiving, and addressing issues and complaints raised by the Bank's esteemed clientele.

CUSTOMER SERVICE TEAM LEAD

UnibankAlorica / Sitel
01.2006 - 07.2009
  • Led a team of 10 customer service representatives to achieve a 20% increase in customer satisfaction ratings through effective training and coaching
  • Implemented new customer service strategies resulting in a 15% decrease in average response time and a 10% increase in first-call resolution rate
  • Fostered a positive and collaborative team culture by organizing regular team-building activities and recognition programs, resulting in a 30% decrease in employee turnover.

Education

Post Graduate Diploma – Global Business Management

Centennial College
Scarborough, ON
04-2020

Bachelor of Arts - Communication Arts

University of Santo Tomas
Philippines

Skills

  • Complaint investigation
  • Leadership
  • Teamwork
  • Analytical thinking
  • Problem solving
  • Customer experience control
  • Experience optimization

Timeline

QUALITY ASSURANCE & TRAINING SPECIALIST

Medcan
10.2023 - Current

QUALITY ASSURANCE & CUSTOMER EXPERIENCE SPECIALIST

Home Depot
02.2022 - 10.2023

RESOLUTIONS SPECIALIST

Home Depot
06.2020 - 02.2022

COMPLIANCE SPECIALIST - Asst. Manager

BDO Unibank
07.2009 - 12.2018

CUSTOMER SERVICE TEAM LEAD

UnibankAlorica / Sitel
01.2006 - 07.2009

Post Graduate Diploma – Global Business Management

Centennial College

Bachelor of Arts - Communication Arts

University of Santo Tomas
Meryll Salomon