Slown G. Balan
Team Leader / Quality Evaluator
Toronto,ON
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
12
12
years of professional experience
2
2
Languages
Work History
Team leader / Quality assurance
Concentrix
01.2022 - Current
- Supervise and support on shifts Relay Tele-Communicators (RTC)
- Plan and ensure that all shifts are covered according to forecast
- Vacation approvals for RTCs
- Evaluate completed interaction and keep tracker up to date
- Train and coach back when necessary
- Report major incidents to the operation manager
- Assign appropriate course to RTCs when used materials are updated
- Create training program for RTCs under performance management
Program Manager
Unisync Group
01.2022 - 12.2022
- Manage Air Canada Uniform Account
- Support and coach the Customer Care Dept
- Create template to speed up weekly report
- Review contract and price increase
- Support the Production Team with finding local or overseas manufacturers
- Update Air Canada Executive Team with inbound shipment status from China, Vietnam, and England
- Keep Air Canada inventory updated to advise the Executive Team where sourcing might be necessary
- Collaborate with the Director of Service for important buy out
- Set up occurring meetings with Air Canada Executive and Our Director of Service to stay on track with our metrics
Bilingual Home Service Representative Team Leader
Philips LifeLine
01.2019 - 12.2022
- Hire and manage Home Service Representative for cities in 8 provinces (AB, ON, SK, NL, PEI, QC, NB, NS)
- Create and update recruitment process in respect to current laws for each province
- Set up training and orientation for new Home Service Representative
- Manage the Home Service Representative’s At Risk report and take necessary actions
- Follow up on escalation with Customers or with Home Service Representative
- Provide bi-weekly report on current tendency with Installation and Service report
- Support and assist the Home Service Representative Support Specialists Team
- Translate official English communication to French for francophone team members and Home Service Representatives
- Present report to Executive team using PowerPoint or Prezi
Bilingual project coordinator
TAIBU CHC
01.2018 - 12.2022
- Developed plans to promote activities/events and engage the Malvern community
- Liaised with the Francophone community to discuss about their needs and implemented new programs
- Communicated with partners, stakeholders and the community at large about programs and events
- Recruited project participants complied with targets, budgets and the scheduled deadlines
- Managed recruiting team to work on essential projects
Bilingual Home Service Representative Support Specialist
Philips LifeLine
01.2016 - 12.2019
- Assessing customers’ support needs and providing quick and efficient support and solutions
- Assist team leaders updating the Home Service Representative Report
- Support customers or colleagues with trouble-shooting
- Ensure availability at all time in phone queue
Logistic coordinator / President of Student Council
UNESCO
01.2013 - 12.2016
- Planned and managed budget for community events
- Tracked project changes and updates to ensure efficient work progress
- Recruited and managed a team of 20 volunteers
- Organized trade fairs and rallies logistic
Bilingual Customer Service
Winning research
01.2014 - 12.2015
- Maintained current product knowledge by participating in training initiatives
- Supported overall store operations by following company policies and procedures
- Secure information by completing database backups
- Call prospective customers by systematic dial up
Education
Bachelor - Sociology
York University, Glendon Campus
Skills
- Team Leadership
- Proficient In English And French
- Strategic Scheduling Skills
- Training Expertise
- Strong organizational and planning skills
- Skilled in Collaborative Engagement
- Client Acquisition Skills
- Competence in Project Oversight
- Comprehensive Budget Development
- Proficient in MS Office
Awards
- Winner of National French Essay Contest, Le francais pour l’avenir, Canada
- Winner of poetry contest for Mother’s Day, Unleashed Legacies, Toronto
Timeline
Team leader / Quality assurance
Concentrix
01.2022 - Current
Program Manager
Unisync Group
01.2022 - 12.2022
Bilingual Home Service Representative Team Leader
Philips LifeLine
01.2019 - 12.2022
Bilingual project coordinator
TAIBU CHC
01.2018 - 12.2022
Bilingual Home Service Representative Support Specialist
Philips LifeLine
01.2016 - 12.2019
Bilingual Customer Service
Winning research
01.2014 - 12.2015
Logistic coordinator / President of Student Council
UNESCO
01.2013 - 12.2016
Bachelor - Sociology
York University, Glendon Campus
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