Noelin Felcy John Peter Raj
TORONTO,Ontario
Summary
Dedicated and results-oriented Conservation Account Manager with over 3 years of people management and delivering exceptional customer support. Possesses strong leadership skills, adept at optimizing processes, and fostering a positive work environment to drive client satisfaction and retention.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Conservation Account Manager
CLEAResult
01.2025 - Current
- Collaborated with Building owners and managers, Trade allies to support them during their journey with the BOMA Enspire program.
- Developed a list of successful case studies for DRAI programs and its currently listed in the client's public website.
- Provided insights for marketing communication materials upon BOMA Canada's request.
- Assisted in testing and validation of program features and functionalities.
- Provided advice for available energy services through the Enspire program based on available building information with the goal of informing them of the next steps.
- Developed and delivered webinars and materials for Building owners and managers(60+ attendees).
- Offered support via phone/email/google meets for application submission and processing to the Trade allies and Building owners/managers.
- Assisted with preliminary technical review of submitted applications.
- Developed a master doc for the client with the list of all the current DRAI programs running across Canada.
- Participated in requirements gathering sessions providing feedback on program design and workflows.
Integrated Customer Service Supervisor
CLEAResult
09.2023 - Current
- Lead and supervise a team of 12 Support Specialists, providing guidance, coaching, and performance evaluations to ensure high standards of customer support.
- Analysed day-to-day performance, forecast and planned for client requirements, developed dashboards and formulated/executed strategies for target achievement.
- Conduct regular training sessions on product knowledge, communication skills, and conflict resolution techniques to empower team members to deliver superior service.
- Collaborate with cross-functional teams to address customer issues, streamline processes, and implement service improvements.
- Analyze customer feedback and performance metrics to identify trends and areas for improvement, initiating corrective actions as necessary.
- Handle escalated customer inquiries and complaints, resolving issues promptly and maintaining customer satisfaction.
Senior Support Specialist
CLEAResult
03.2023 - 08.2023
- Provided exemplary customer service by responding to inquiries, resolving issues, and processing orders in a timely and professional manner.
- Demonstrated product expertise to educate customers and recommend appropriate solutions to meet their needs.
- Consistently met and exceeded performance targets, including call handling time, customer satisfaction scores, and sales quotas.
- Collaborated with team members and program manager to address customer concerns and improve service quality.
Quality Assurance Lead
Groupon Shared Services Ltd
12.2016 - 08.2016
- Acted as a focal point and leader to all quality related programs. Directed QA activities to ensure maximum quality and effectiveness.
- Managed and coached a team of 10 Quality Analysts - provided regular feedback in performance review conversations and One on One.
- Supported customer services team to ensure a high level of service experience by evaluating customer interactions and providing feedback to Team leads and Area Managers.
- Conducted frequent sanity checks & produced accurate reports on LOB's performance for senior managers.
- Established quality procedures and coordinated activities with other work units or departments.
- Examined and verified accuracy of work performed by customer service agents.
- Resolved process-related problems and prepare and submit progress and other reports.
- Created trend reports and provided recommendations for improvement.
Trainer
Groupon Shared Services Ltd
04.2014 - 12.2014
- Proactively identified and solved complex problems related to employee training, management and business direction.
- Spearheaded development of training strategies for customer & merchant service teams.
- Delivered instruction on broad range of topics, integrating audio-visual presentations and training materials.
- Scripted, recorded and uploaded instructional videos for remote learning employees.
- Delivered in-depth, valuable process training sessions to 600+ employees both in-person and via teleconferencing systems.
- Instructed employees on company policies, systems and routines for handling customer service requests, following prescribed training program.
- Administered course evaluation and graded the performance of employees on these evaluations.
Senior Customer Service Executive
Groupon Shared Services Ltd
11.2013 - 04.2014
- Guided a team of 20 to handle customer call escalations, training and mentoring new employees on customer service and order processing.
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Educated customers about products, pricing and policies to address/resolve issues & capitalize on up-sell opportunities.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions.
Senior Process Associate
Hewlett Packard
06.2009 - 10.2012
- Research, prioritize and resolve customer issues in timely and accurate fashion.
- Identify and implement new process plan to improve customer support service.
- Maintain procedures and processes for first level problem determination.
- Control and manage End to End finance via SAP COMPASS tool & administrate processes at the Project level.
Education
Bachelors - Computer Application
Madras Univiersity
01.2009
Skills
- Adaptability and Resilience
- Delegation and Organizational skills
- Integrity
- Strategic thinking
- Mentorship
- Effective listening
- Problem solving
- Eye for detail
- Emotional Intelligence
- Salesforce - CRM
Websites
Certification
- Certified Learning & Development Manager, MiddleEarth Hr, 03/21
- Lean Six Sigma Green Belt, Exemplar Global Inc, 12/16
- COPC Certified Professional Manager, 06/16
- Business English Certificate, British Council, 04/08
Timeline
Conservation Account Manager
CLEAResult
01.2025 - Current
Integrated Customer Service Supervisor
CLEAResult
09.2023 - Current
Senior Support Specialist
CLEAResult
03.2023 - 08.2023
Quality Assurance Lead
Groupon Shared Services Ltd
12.2016 - 08.2016
Trainer
Groupon Shared Services Ltd
04.2014 - 12.2014
Senior Customer Service Executive
Groupon Shared Services Ltd
11.2013 - 04.2014
Senior Process Associate
Hewlett Packard
06.2009 - 10.2012
Bachelors - Computer Application
Madras Univiersity
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