Rino Bourgoin

• Established retail business opening 3 locations within first year of operations. Negotiated all leases, vendor agreements, website designs and employee hires.
• Established strong employee and customer relationships through excellent communication and attentive presence.
• Fostered an inclusive workplace culture that valued diversity, collaboration, and continuous learning.
• Implemented innovative programs to increase employee loyalty and reduce turnover.
• Put together realistic budgets based upon costs and fees for successfully operating business.
• Oversaw business budget planning and administration, accounting functions, purchasing, and bi-weekly payroll to handle financial needs.
• Delivered solid results under tight competition by prioritizing tasks effectively and delegating responsibilities appropriately throughout the team.
• Strengthened company reputation by consistently meeting or exceeding customer expectations in terms of quality products/services offered.
• Consulted with customers via surveys and one on one discussions to assess product needs and pricing solutions.

• Led team of up to 80 service contracts companies including over 150 services within SWO and Niagara regions.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Conducted regular performance evaluations, identifying areas for improvement and implementing corrective actions as needed.
• Ensured compliance with all regulatory requirements, maintaining up-to-date knowledge of industry standards through yearly technical training sessions.
• Developed comprehensive training programs, ensuring optimal employee performance.
• Championed the adoption of innovative technologies to enhance service offerings, increase efficiency, and gain competitive advantage.
• Established team priorities, maintained schedules and monitored performance.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Collaborated with sales teams to identify new business opportunities and expand market reach.

• Maintained accurate records of team metrics and performance data, using insights to drive continuous improvement efforts across the call center operation.
• Communicated frequently and openly to motivate team members and drive goal achievement.
• Implemented new call center strategies and procedures, leading to enhanced productivity and customer service quality.
• Coached team members regarding call strategy to effectively reach targets and foster customer retention.
• Participated in brainstorming sessions, providing feedback and executing new tactics to improve campaign and agent performance.
• Coached and mentored team members for improved performance, resulting in increased call handling efficiency and reduced wait times.
• Assisted with recruitment efforts by participating in interviews, helping to select top talent to join the call center team.
• Prioritized team and individual goals to effectively achieve business objectives.
• Conducted regular performance reviews for team members, identifying strengths and opportunities for development to foster professional growth.
• Oversaw call-monitoring, coaching, performance and corrective action for all team members.
• Fostered a positive work environment by promoting open communication, teamwork, and employee recognition initiatives.
• Assisted in training, motivating and coaching team members to meet required center goals.
• Monitored call volume, call length and other related metrics and consistently met objectives.
• Handled customer escalations professionally, upholding positive team reputation and maintaining satisfaction.

Managed National Microsoft Office Suits Call Center team

Bilingual team lead - Managed French customer service centre.

• Coordinated cross-functional training programs, streamlining knowledge transfer between departments.
• Evaluated the impact of various training methods on employee performance, refining techniques accordingly for optimal results.
• Developed comprehensive training materials, ensuring consistency in training delivery across multiple teams.
• Established a supportive learning environment that fostered open communication and encouraged active participation from all trainees.
• Enhanced trainee performance by implementing customized training modules tailored to individual needs.
• Provided coaching and mentoring to employees.
• Trained and mentored [Number] new personnel hired to fulfill various roles.