SSENSE

Core Duties: Operational Coordination, Reporting, and People Leadership. 

- Assist Managers in day-to-day coordination of business operational activities
- Support management in the preparation of reports/ presentations for the Executive team
- Coordinate teams across multiple departments to ensure fast and reliable communication
- Proactively provide feedback and insights to the management team to improve reporting and processes
- Contribute to Customer Experience related projects to optimize business performance through accurate planning
- Analyze business information to identify process improvements for increasing business efficiency and effectiveness
- Supervise, coach, and train a team of coordinators in order to improve effectiveness, efficiency and personal growth
- Support the Performance Management process for all team members

Team Leader Operations, Customer Care

- Responsible for leading a core team of 10 contractual/permanent agents and developing a unique coaching path for them based on their goals and performance history.
- Optimizing the daily operations of over 100 agents ensuring that service level objectives and customer satisfaction scores are met across platforms (calls, e-mails, live chat).
- Planning and delivering widespread communications while serving as a liaison between upper management and the daily operations team.
- Providing support for crisis management, particularly with sensitive cases that could have a negative impact on the business.
- Creating in-depth training manuals targeted at resolving complex customer issues, enhancing overall agent performance, and creating effective methods for internal communication.
- Managing the online chat service team through performance metrics, hands-on quality assurance, and oversight of staffing.
- Generating data-driven reports in relation to relevant KPIs that highlight both successes and areas for improvement. 
- Key stakeholder in the development of our Chatbot (AI virtual assistant) to define and monitor conversational flows, identify and propose solutions for gaps in service, and ensure consistency between automated and agent customer success.

Team Leader Customer Experience

- Built exceptional understanding of the SSENSE Customer Care platform ultimately leading to a Team Leader role
- Fostered an in-depth understanding of client needs and products
- Resolved complex customer service issues with ease
- Developed excellent written and verbal communication skills

Senior Customer Care Representative

With a passion for communication and management, I am blending my educational background in English Literature with a professional development in Customer Experience and the integrations of AI. 

Currently I am a Customer Experience Team Leader at SSENSE - Canada's number one E-commerce luxury retailer and fastest-growing company in the country.

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Connor McComb

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