etesjunior@hotmail.com
(829) 902-2449 / (514) 447-9194
Jun.Ete
Objective:To obtain a role within an organization that allows me to bring my experiences and current qualifications as well as
expose me to new knowledge. I would like to be a positive asset to the team and be able to establish and maintain working
relationship while meeting the goals and expectations of the company.
Work Experience
Sales Supervisor
Emergroup | January 2016 April 2016
Responsible for hiring, training and coaching Call Center staff to ensure that productivity goals are achieved and all Sales and
Support Executives meet their targets.
Bilingual Supervisor/Trainer
Fibernetics Contact Centre | 2011 2015
Responsible for hiring, training and coaching Call Center staff to ensure that productivity goals are achieved and all Sales and
Support Executives meet their targets.
Responsible to train and coach staff of 40 to 50 people on Product knowledge, Selling techniques, IT-support, Billing and
Customer service in English, French& Spanish.
Organize, create and maintain training materials updated. And Send Statistic report to Manager.
Providing leadership, management and guidance to all Call Center staff
Ensuring high quality and accuracy of work from call center staff
Liaising with the main office management team to monitor the effectiveness of service policies and practices.
Weekly management meeting to troubleshoot any operational problems.
Conducting staff performance reviews and awards to staff.
Assisting in the preparation of training materials.
Training and coaching team members on selling techniques.
Gaining a thorough understanding of every customers' needs in order to offer them the best solution.
Conducting real-time phone monitoring of staff.
Monitoring and responding to changing service level requirements.
Attending all company departmental and general meetings.
Carrying out staff performance reviews.
Addressing individual and group training needs.
Education
Contact Centre Training
Fibernetics Corp - 2006 2015
POTS line and ADSL& VDSL equipments (Nexxia, Calix) at Bell CO, King St, Kitchener.
Use of Salesforce Interface, AV-system, Remote access software development
Weekly Broadcast and Staff Scheduling, Team Coaching and Supervision techniques
Customer service, Sales and Billing efficiency training
Dialup, ADSL& VDSL internet installation and troubleshooting training.
Personal
Languages Skills:
Computer Skills:
Microsoft Windows, Mac OS 10x, Microsoft Office, MS Outlook, Windows Mail, Entourage
PC Applications & Maintenance and Web Development
C, C++, Java Programming and Visual Basic
Corel-Draw, Paint-Shop, Photo-Express, Photoshop