Owen McLachlan
Customer Service Manager at Paymentus
Based in Toronto, Canada
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Seniority
Manager
Department
Customer/Client Service
Location
Toronto
Industry
Financial Services
Company size
939
Contact information
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o•••••••@paymentus.com
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Background
About Owen McLachlan
A hard working, inspiring leader with 15+ years experience in a call center environment. I have taken technical support and pre-sales calls, interviewed and hired employees, trained and supervised agents, supervised a team of call quality monitors, developed a call quality monitor system, reported stats, managed projects, and worked in workforce management. I enjoy working with people in many service related departments within the company, and leading a team of supervisors and customer service agents that contribute to the overall success of the company. I was a key contributor to a "One Sony" initiative between the service and support departments for the consumer electronics division. This increased service TAT and enabled agents to manage information immediately for the consumer. I am looking forward to my next challenge managing a call center and understand the importance of balancing call quality and the quantity of customer service contacts.
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