PROFILE
· Familiar with Microsoft Windows(95, 98, 2000, ME, XP)
· Microsoft Office Proficient
· Knowledge of PC setup and installation, as well as various peripherals, data entry, and file updating.
· Experienced in system-operations training, collections, and customer service.
· System Analysis and Design
· Programming Languages ( Visual Basic , Visual C++ and Delphi)
· Dream Weaver, Adobe Photoshop, Swish Max ( Flash Programming) and other Web Development.
EMPLOYMENT
Stream International – Glace Bay, Nova Scotia
2001-Present
Team Supervisor
Motivate team to achieve service goals through regular coaching.
Provide leadership and direction to team members.
Ensure physical operational needs of the team are met.
Coordinate and lead team meetings and goal setting sessions.
Participate in meetings including supervisor meetings, operations review meetings, client meetings, client conference calls and client visits as required.
Prepare and analyze client reports.
Time Card Champion for Cape Breton Site
Member of Manager Scorecard Implementation Team (Stream International)
Member Management Tools Training - Documentation Team (Stream International)
Stream International – Glace Bay, Nova Scotia
2001
Intraday Analyst
Utilize Maxima Advantage and other Stream tools to produce deviation reports detailing changes in volume, staffing, and resulting decisions. Report this information to the Operations Account Manager and the Operations Planning Manager at regular intervals throughout the day.
Produce daily status reports on previous day’s activities including call volume patterns, AHT patterns, staffing shrinkage, and any changes initiated by the Intraday team such as PTO, VTO, or training.
Determine overtime and/or voluntary time off needs and implement changes to scheduling to ensure the need is met.
Work closely with Manager on duty to implement necessary changes to ensure service level, business, and financial goals are met.
Serca Technologies, New Waterford, Nova Scotia
2000-2001
Junior Programmer
Programmed in C++, Visual C++, Visual Basic, Delphi etc... Worked in a Team oriented unsupervised environment developing Audio / Visual Software for telecommunications over a LAN.
Have bundled and packaged software for development in Rental Properties development.
Assisted in training and supervising staff in all operations.
EDUCATION
Nova Scotia Community College – Marconi Campus Sydney, NS, Canada
2000
Major: Information Systems Programmer
Information System Programmer Diploma in conjunction with the University College of Cape Breton.
Courses: System Analysis and Design, C ++, Web Design, Communications ( Oral / Written)
University College of Cape Breton – Sydney, NS, Canada
1997-2000
Major: Business Technology
Courses: Communications ( Oral / Written), Microsoft Office, Marketing, Business Management, Business Mathematics
VOLUNTEER EXPERIENCE
Member of the Seaside Daze committee: Dominion Nova Scotia
Looked after all web related issues with [login to view URL]. Handle thousands of emails during the week long summer fest. Uploaded and updated website on a daily basis each year during the festival. Conduct fundraisers year round preparing for the upcoming festival in the following year.
Member of the Social committee: Stream International
Helped organize first Contact Center Softball Tournament with proceeds going to help out local Charities.
Helped organize Fair day with involvement of Glace Bay Little League.
Member of OVS Party Committee.
