Pamela Garding
Call Answer support agent/Resource Performance management
Calgary,AB
Summary
Driven Call Answer Support Agent. Excelled in optimizing team schedules to exceed service levels, enhancing operational efficiency, and maintaining detailed records. Skilled in developing processes that benefit both company objectives and team needs, showcasing a blend of strategic planning and empathetic dispute resolution.
Self motivated and attentive with good interpersonal and problem-solving abilities. Uses independent and decision making skills and sound judgment to positively impact company success.
Used to being in a high paced demanding job, with multi tasking skills
Overview
16
16
years of professional experience
Work History
Call Answer Support Agent
Telus
01.2008 - 08.2023
- Monitored real-time flow of information And adjusted front line team members schedule. Such as changing breaks, overtime or offering time off, to streamline and maintain service levels of clients contracts.
- Assisted managers in time offboard requests for agents for training purposes, disciplinary or one on ones For the most efficient use of the managers time and maintain service levels
- Adjusted agents schedules, and inputted notes on each agents profiles.
- As a member of the operator services team monitoring, analyzing and adjusting staff to meet customer service levels
- Conflict resolution as a shop steward
- Tested new programs the company were changing to, and offered suggestions on changes to best suit the business needs(IEX, Workforce One)
- Organized fun events as part of the Engagement team
- Created work schedules for offices in Canada, and offshore, switching easily between time zones. For required service levels in a 24/7 environment.
Skills
- Live chat support
- Complaint Handling
- Customer Relationship Management
- Failure resolution
- Call Management
- Data Collection
- Remote Support
- Recordkeeping skills
- Developing processes and ensuring they meet both company needs and front line team members contract
- Dispute resolution
Timeline
Call Answer Support Agent
Telus
01.2008 - 08.2023
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