Anthony Herbert
Manager, Contact Centre Process Excellence @Porter Airlines Inc.
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WORK HISTORY
Manager, Contact Centre Process Excellence @Porter Airlines Inc.
Responsible for executing the strategic vision of Porter Airlines within the Contact Center, which includes- Planning and managing a technology roadmap that aligns with a digital-first strategy in the call center, leveraging AI technologies such as chatbots, virtual assistants, and natural language processing to enhance self-service options, improve call routing, and deliver seamless and personalized customer experiences. This includes evaluating and adopting emerging AI solutions to stay at the forefront of technological advancements- Developing and continuously improving Porter’s back-office handling processes, implementing automation and intelligent workflows to increase efficiency, accuracy, and productivity in handling administrative tasks- Building and maintaining a 360-degree feedback model to support operational performance and identify coaching & training opportunities- Conducting real-time process observations and performance monitoring to identify procedural barriers, assess procedural compliance, and uncover potential opportunities for enhancements and optimizations.
EDUCATION
Toronto Metropolitan University
Certificate, Project Management - Business and Information Management
Schulich School of Business - York University
Master's Certificate , Lean Six-Sigma Black Belt
Humber College
Advance Diploma in Technology, Electromechanical Engineering Automation and Robotics
ABOUT ANTHONY HERBERT
I build scalable operating systems that link customer experience, workforce enablement…
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