Sanaz (Naz) Joo
Vancouver,BC
Summary
Forward-thinking Call Center Supervisor dedicated to training and mentoring staff to effectively resolve caller inquiries, build loyalty and enhance business revenue. Skilled at training, monitoring and managing exceptional teams handling high-volume calls. Driven and innovative with expertise in developing and implementing training protocols and resources to drive performance and caller satisfaction.
Overview
9
9
years of professional experience
Work History
Call Center Supervisor
West Coast Reduction
Vancouver, BC
10.2022 - Current
- Developed processes and systems to improve efficiency within the department.
- Facilitated communication between departments to resolve problems quickly.
- Performed root cause analysis to identify opportunities for improvement in operations.
- Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
- Identified areas where additional training was needed among existing staff members.
- Collaborated with other departments to develop solutions for customer needs.
- Implemented strategies to improve customer satisfaction levels.
- Coordinated staff schedules to ensure optimal coverage during peak hours.
- Resolved escalated customer complaints in a timely manner.
- Participated in hiring interviews and selection process for new team members.
- Provided guidance, training, coaching and mentoring to call center team members.
- Investigated difficult or complex inquiries from customers.
- Conducted performance reviews of call center staff and documented results.
- Monitored calls for quality assurance purposes.
- Assigned tasks to agents based on their skillset and availability.
- Created incentives for employees who achieved high performance standards.
- Analyzed customer feedback data to identify trends in customer service issues.
- Maintained accurate records of all customer interactions using the company's CRM system.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
- Facilitated communication between team members to foster a positive work environment.
Call Center Trainer
Rogers
Burnaby, BC
04.2017 - 10.2022
- Provided feedback to supervisors regarding employee performance following training sessions.
- Provided support for managers when dealing with difficult customers or resolving escalated issues.
- Conducted regular assessments to identify individual skills gaps, and provided tailored coaching sessions to address them.
- Created comprehensive course materials including job aids, handouts, PowerPoint presentations, and online modules.
- Collaborated with department managers to determine appropriate changes or additions to existing training curriculum.
- Researched best practices in customer service delivery and shared insights with colleagues.
- Facilitated role-playing exercises that simulate real-life scenarios encountered in a call center environment.
- Designed and conducted training sessions on topics such as customer service, telephone etiquette, problem solving, conflict resolution, and sales techniques.
- Developed and implemented effective training programs for new call center employees.
- Organized activities that promote team building among call center staff members.
- Assisted with troubleshooting technical problems related to phone systems or other equipment used by call center agents.
- Maintained records of trainee performance throughout the program duration.
- Monitored calls in real-time to evaluate effectiveness of training programs.
- Explained goals and expectations required of trainees.
- Evaluated modes of training delivery to optimize training effectiveness, training costs or environmental impacts.
Loan Advisor
Park West Professional Services
West Vancouver, BC
10.2015 - 03.2017
- Monitored customer accounts, including payments, delinquencies, and other activities.
- Performed periodic reviews of customer accounts to identify areas of risk or potential fraud.
- Provided guidance and advice on loan options to customers.
- Advised customers on the most appropriate type of loan product for their specific situation.
- Managed customer portfolios and provided regular updates regarding changes in the marketplace that may affect them.
- Assisted customers with questions or issues related to their existing loans or loan applications.
- Worked closely with underwriters to ensure that all documentation is accurate before submitting it for approval.
- Reviewed credit reports for accuracy and completeness prior to approving any loans.
- Prepared documents such as promissory notes, security agreements, and closing statements.
- Conducted credit checks and evaluated customer credit scores.
- Analyzed financial data from borrowers in order to assess risk levels associated with each loan application.
- Provided training sessions on proper lending procedures in accordance with company policies and regulations.
- Assessed feasibility of loan approval by reviewing financial histories, available credit and current employment.
Sales Representative
Northwest Seat Covers
Vancouver, BC
03.2015 - 10.2015
- Performed regular follow-ups with prospects to close deals in a timely manner.
- Organized client visits, presentations, product demonstrations and trade shows.
- Generated new sales leads through cold calling and networking activities.
- Developed and maintained relationships with customers to ensure repeat business.
- Collaborated with marketing team to create promotional materials for products and services.
- Coordinated with other departments to ensure timely delivery of orders.
- Answered inquiries from prospective customers regarding features of products and services offered.
- Provided technical support for customers using the company's products or services.
- Identified opportunities for cross-selling additional products and services.
- Analyzed customer feedback to improve products and services.
- Created detailed reports on daily, weekly, and monthly sales activity.
Education
Associate of Arts - Associates of Business Administration
Capilano University
North Vancouver09-2010
Skills
- Complaint resolution
- Productivity Standards
- Call Center Customer Service
- Strong leadership
- Staff Training
- KPI Tracking
- Performance Improvements
- Process updates
- Quality controls
- Script Development
- Recruitment and hiring
Languages
English
Native/ Bilingual
Farsi
Native/ Bilingual
Timeline
Call Center Supervisor
West Coast Reduction
10.2022 - Current
Call Center Trainer
Rogers
04.2017 - 10.2022
Loan Advisor
Park West Professional Services
10.2015 - 03.2017
Sales Representative
Northwest Seat Covers
03.2015 - 10.2015
Associate of Arts - Associates of Business Administration
Capilano University
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