Robert Giroux
Contact Center Manager @Autoshack
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WORK HISTORY
Contact Center Manager @Autoshack
Ottawa, ON, CA
Team Management: Led a team of contact center representatives, trainers, and other related roles. Managed schedules, tracked performance, and conducted regular team meetings to ensure optimal performance.• Training and Development: Utilized experience in learning and development strategies to train new and existing staff on protocols, systems, and customer service strategies. • Performance Management: Monitored individual and team performance, identified areas of improvement, and implemented appropriate measures. Developed and implemented a performance management system that resulted in a 20% increase in productivity.• Project Coordination: Assisted with the coordination and implementation of projects, especially those that involved transitioning to remote work settings or other major procedural shifts. • Quality Assurance: Applied knowledge of quality standards and improvement methodologies to maintain and improve the performance of the contact center. Achieved a 95% customer satisfaction rating.• Customer Experience: Understood customer needs and priorities and used this knowledge to improve customer service and satisfaction. Developed and implemented a customer experience program that resulted in a 15% increase in customer satisfaction.• Task Management: Managed multiple tasks, prioritized effectively, and worked under time constraints to meet deadlines. • Software Implementation: Oversaw the implementation of new software, trained staff on its use, and ensured it was properly utilized.
EDUCATION
Cambrian College
School of Business, Information Technology
SKILLS
ABOUT ROBERT GIROUX
At AutoShack Auto Parts, our team\'s commitment to continuous improvement has led to a 20% increase in productivity through the implementation of a robust performance management system. With a focus on training and development, we have empowered our contact center representatives to exceed customer service expectations, thanks to our tailored learning strategies.Leveraging skills in active listening and problem-solving, the team and I have successfully enhanced the contact center\'s operations. Harnessing emotional intelligence, we\'ve fostered an environment conducive to collaboration and effective communication, ensuring that the heart of our customer engagement is both empathetic and solutions-driven.
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