Giancarlo Hechema

Gian-Carlo Hechema- Jean Talon E Mobile :- Montréal (Québec) H1S 0B4-Languages: French, English, Italian, Spanish Core competencies Over 12 years of management experience in call center, offices and client facing environments within various industries including sales, administration, pensions, investments, recruitment, real estate, banking, insurance, customer service, credit and retention. Proven ability to mentor and coach management and agents in regards to high performance, first class service delivery and career development. Highly effective hiring, coaching, leadership, employee motivation and employee retention strategies. Proven implementation of procedures to improve KPI’s, administrative processing, service quality and sales across various channels such as Inbound/Outbound calls, emails, order processing, client facing and chat. Effective ability to create nurturing team spirit through effective communication and interpersonal relations including problem resolution skills Computer skills in: Excel, Word, PowerPoint Work Experience Senior Service Center Manager of North America2018-Present Akelius , Montreal Permanent Responsibilities: Manage all service operations in North America including managing 6 team leader’s one manager and 100 employees. Responsible for the performance and development of management and agents Efficiently improve processes and procedures to ensure first class service Recruit as per staffing needs and handle disciplinary measures as needed Ensure KPI’s and ticket processing are maintained while staying in line with monthly budget Motivate team to foster employee engagement and retention Accomplishments: Overall increase in answer rates from 65-75% to 95% within a year Overall work order quality increased to 95% 16 employees were promoted internally from my team I implemented several procedures and coaching techniques to ensure that the service center offers first class service and quality Reduced monthly budget cost by $4500 per month by improving answer rates and improving procedures. Trained the team to take on more responsibilities to ensure cross functionality Increase and sustained employee motivation and retention no employee has resigned since June 2019 Call center Manager (Third party Call center) - Voxdata RBC, Montreal Permanent Responsibilities: Monitor and document employee performance and initiate corrective action plans Recruiting and disciplining as per staffing needs and handle corrective measures as needed Coaching and training a team of 75 employees including 5 supervisors and 3 quality analysts Ensure sales, customer service quality and order processing targets are achieved Prepared all campaign reports to the Vice President including the escalation of any campaign related deficiencies Accomplishments: Overall team sales increased by 90% Overall team call quality increased by 75% Employee turnover significantly reduced only one employee resigned during my work tenure. 7 employees were promoted internally from my team I initiated and implemented several motivational campaigns that significantly increased employee motivation and engagement which led to significant sales increases. Call Center/Office Manager 2011 – 2017 Royal bank of canada, Montréal Permanent Responsibilities: Manage the call center and administration team of 75 employees including 4 team leaders Present and communicate new procedures of products to employees in regards to investments and retirement savings plans Coach train and mentor agents and management in regards to quality, administrative processing and sales. Accomplishments: Team obtained and has maintained an average 95% CSAT score Team average not ready time was under 8 seconds Team obtained an average of 98% call quality and call content. Reduced team average handled time by 50% through innovative coaching and training Employee retention increased by 90% through innovative employee focused initiatives 16 employees from my team were promoted internally from my team Call Center/Office Manager 2008 – 2011 Standard Life GS&R Call center, Montréal Permanent Responsibilities: Recruit, Train and coach the Service and Administration Team including 2 team leaders and 45 agents in regard to Group savings and retirement regulations, investment options and pension legislation Increase the productivity of the office in terms of call quality, order processing, retention, and call content / quality and not ready time. Help provide support to the team and act as a point of reference. Participate in the hiring process and onboarding of new agents and team leaders Accomplishments: The global team answer rates within the call center increased by 75% Abandonment rates reduced by 87% Reduced team average handled time by 50% through innovative coaching and training techniques Total team retention of assets in 2010 was over $4,000,000. Education Branch Compliance Officer Course (BCO) 2016 Certificate Financial Sales Advice (CFSA) 2016 Fundamentals of Personal Finance 2015 Investment and Taxation Fundamentals 2015 Insurance and Retirement 2015 Canadian Securities Course (CSC) 2010 DEC Business and Marketing 2008 Dawson College, Montreal Awards and certifications 100% total satisfaction by client surveys in regard to Customer Service- Recipient of the Dawson College Pearson Education Award Earned numerous Call of the Month Awards in regard to service within the Call Center