Afshan Kinder
Partner @Switchgear
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WORK HISTORY
Partner @Switchgear
CA
One of three partners that helps companies improve in revenue generation, customer loyalty and “un-complicating” operations. We ensure our clients build productive and results-oriented organizations that overachieve in targets.Highlights: Created concepts such as driving Rep Speed to Proficiency, Customer Experience Blueprint executed through a SwitchGear installation of a Coaching Culture.Our clients have boasted about:* an increase in sales from $3M plus with one client reaching $6M in the first 6 months.* Employee satisfaction up by an average of 10% to 16%.* Customer Satisfaction up on average of 5% to 10%.* Operational efficiency increased drive $500K to $3M in savings in the first year through AHT reduction and increase in productive time.
EDUCATION
Ivey Business School at Western University
Executive Leadership Program
Ivey Business School at Western University
Executive Development Program
York University
Advanced Customer Service Strategies
York University
Winning Collaboration
University of Toronto
Bachelor of Science - BS
SKILLS
ABOUT AFSHAN KINDER
I have 30+ years of experience in Telecom, Utilities, Financial Services, Packaged Goods, E-Commerce and Technology, working across all communication channels in contact centers, retail and ‘in field’ sales and service. My expertise in sales, service, leadership and coaching uses blended learning strategies on my e-learning platform. Examples of these strategies include customized virtual learning and a combination of video and audio conferencing, assignments, case studies, testing and one on one coaching. The final goal is to always ensure each individual is successful at building skill. I take pride in designing customized innovative training and coaching approaches using a range of mediums from virtual to physical to suit the content the client desires. The focus is not all about training and coaching, it is to realize high adoption and sustainability of behavioural change. I\'m a self-proclaimed ‘student for life’, I\'m passionate about learning and applying what I learn. What truly makes the difference to me is results – not just hard results like higher customer satisfaction or increased revenue but employee and leader satisfaction as well. In my \'spare\' time (I use that loosely) I am a council member at GTACC, a proud member of the International Coaching Federation, and a contributing author to 3 books, Call Centers FOR DUMMIES, Game Changing Ideas: 10 Years of SwitchGear Insights and Amazon Kindle best-selling book Called to Action.
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