Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
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Zach Marshall

Zach Marshall

Moncton,NB

Summary

Dynamic Solutions Centre Leader at Xperigo with a proven track record in team leadership and performance management. Spearheaded the implementation of key operational processes, achieving exceptional KPI results. Recognized for building strong client relationships and fostering employee development, driving a culture of accountability and excellence within the team.

Overview

1
1
year of professional experience

Work History

Solutions Centre Leader

Xperigo
Moncton, New Brunswick
10.2024 - Current
  • Responsible for overseeing performance management for a team of 15 or more employees
  • Helped lead both the implementation and ongoing performance management of a Schedule Adherence Policy and a new Call Quality Scorecard, driving consistency and accountability across the Solutions Centre (call center) team
  • Represented the Solutions Centre (call centre) team on high-level client meetings to align on expectations, provide strategic insights and operational updates, and maintain strong client relationships
  • Fast-tracked from entry-level agent to call center leader in just 10 months - the fastest promotion in company history - being recognized for consistently exceeding performance targets and demonstrating strong leadership capabilities

Solutions Specialist / Peer Support Specialist

Xperigo
Moncton, New Brunswick
12.2023 - 10.2024
  • Solutions Specialist: Respond to high-pressure emergency roadside assistance calls, providing fast, empathetic, and solutions-focused support to customers in a variety of urgent situations
  • Consistently meet or exceed performance KPIs, including quality assurance standards, average handle time, customer satisfaction, and more
  • Selected as part of the inaugural team of agents to support General Motors, the company’s newest high-profile client, based on strong performance and professionalism, where I helped establish service standards and processes during the early stages of the client partnership, contributing to a smooth and successful launch
  • Achieved the first-ever perfect score (5/5 – 100%) on an annual performance review in company history, being recognized for exceptional quality, consistency, and impact in the Solutions Specialist role.
  • Peer Support Specialist: Provide real-time guidance, answer questions, and offer encouragement to build confidence and competence in a high-pressure environment.

Education

High School Diploma -

Harrison Trimble High School
Moncton, NB
06-2019

Skills

  • Team leadership
  • Employee development
  • Performance management
  • KPI achievement
  • Quality assurance
  • Process implementation
  • Client relationship management
  • Customer relationship management
  • Customer service
  • Time management
  • Data analysis

Languages

English
Native/ Bilingual
French
Native/ Bilingual

References

References available upon request.

Timeline

Solutions Centre Leader

Xperigo
10.2024 - Current

Solutions Specialist / Peer Support Specialist

Xperigo
12.2023 - 10.2024

High School Diploma -

Harrison Trimble High School

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Zach Marshall