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, ON04-2020
Bachelor of Arts - Communication Arts
University of Santo Tomas
PhilippinesSkills
- 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