Shawn Carriere
Ontario
Overview
9
9
years of professional experience
Work History
Customer Care Development Specialist
EQ Bank
Toronto, Ontario
11.2023 - Current
- CCDS duties include supporting a large team, ensuring accurate product and process knowledge, collaborating with multiple parties and departments, and demonstrating competency in leadership. Ensuring smooth daily operations and workflow, and multitasking several simultaneous tasks. Handling escalation calls.
- Assisted in leading, coaching, and supporting new hires through onboarding by helping and facilitating sessions, fulfilling 'teacher's assistant'-style coordination with Johanna, and demonstrating agility in adapting lessons and resources on the fly to meet learner needs.
- Led incubation group for new hires by managing the chat, conducting quality assessments, and holding 1:1 coaching sessions to reinforce training and build confidence during transition to DBCC/ out of probation.
- Completing various assigned tasks, which require strong attention to detail, communication, and integrity. These tasks include security verification via sensitive documents, and authorizing or initiating impactful changes on accounts.
- Completing day-to-day call/chat handling, ensuring requests and inquiries are handled accurately, to ensure a smooth workflow across various departments, and establishing clear communication to meet customer satisfaction.
- Competency throughout many various systems and applications, including banking, interaction, record keeping, profiles, etc.
Operations/Maintenance Technician
Escape Games Canada
Toronto, Ontario
09.2016 - Current
- Complete various roles, including facility maintenance and repair, front desk registration and customer service, back of house work, acting within games, and management training.
- Assessed and acted upon time sensitive problems ( ex. broken hardware/ software, customer dissatisfaction). Aptitude for working with power tools and software to troubleshoot incidents in a timely manner, and make appropriate business decisions.
- Trained and coached new hires and shared insight into ways improve overall efficiency and knowledge.
- Perceptive comprehension of operations workflow, time & resource management.
- Logged and communicated maintenance & changes to games, and impacted new builds via experienced insight.
- Competency for inbound/ outbound phone calls & e-mails.
- Educated guests on company, game and safety rules.
- Effectively followed and respected COVID safety protocols/procedures to ensure the safety of staff and customers.
- Voted health and safety representative since the position was established within the business.
Skills
- Multitasking and Accuracy
- Composure and decisiveness
- Adaptability and Self Development
- Troubleshooting and Problem Resolution
- Team management and coordination
- Agility in learning, and versatility
Timeline
Customer Care Development Specialist
EQ Bank
11.2023 - Current
Operations/Maintenance Technician
Escape Games Canada
09.2016 - Current