John Newton

105 Harrison Garden Blvd Apt 1707, North York, ON M2N 0C3
(647) 636-9770/jdnewton2003@yahoo.com

SUMMARY OF QUALIFICATIONS
7+ years Call Centre experience; handled both inbound and outbound calls;
promoted to Lead Trainer and 3+ years as Team Lead Manager; led by example
and supported team to meet targets
Self-directed, thrives in a team environment, day to day supervision, scheduling
and support to agents, coaching and training for new campaigns, provides
exceptional customer service and client retention
Excellent problem-solving skills, resolved and easily handled escalated
customer issues and conflicts; troubleshooting; communicated with both
internal/external customer via phone, email and in-person
Ensured that all policies and processes were followed and met all compliance
issues, confidentiality and data integrity; solving technical issues
Analytical, resourceful, organized, prioritized responsibilities, strategic
planning, critical thinking, efficient, handles work pressures and high volumes,
attention to detail, accuracy
Excellent writing skills with exceptional grammar, spelling, editing and
keyboarding in English; Basic understanding of reading and writing in French
Word, Excel, PowerPoint, Outlook, data entry, MAX+, OrderMax, Phoenix, CRM,
SingleView and CSM/NM1

WORK EXPERIENCE
S&P Data, Toronto, ON 2010 to
2017
TEAM LEAD MANAGER, (Jul 2014 to Sept 2017)
Bell Mobility Campaign
Supervision/Management
Supervised and managed 75+ outbound representatives, coached, monitored
team calls, evaluated progress; provided resources for team improvement
Led other Team Lead Managers to support them to deliver their goals
Worked closely with the Director of Operations to set performance
requirements
Reported on Key Performance Indicators to Director of Operations
Ensured all process documentation is updated regularly with any changes
Supported system and process enhancements to improve productivity and
efficiency
Ensured revenue forecasts were obtained &/or exceeded
Reviewed, monitored & assisted with daily, weekly, monthly & yearly statistics
and KPIs
Created and conducted monthly performance reviews for employees
Provided recommendations for improvements on processes & procedures
Participated in internal & external client calibration sessions
Addressed attendance and interpersonal conflicts in the workplace
John Newton
105 Harrison Garden Blvd Apt 1707, North York, ON M2N 0C3
(647) 636-9770/jdnewton2003@yahoo.com
Page 2

Coaching/Mentorship
Demonstrated leadership by example by taking demo calls for the team; worked
with Quality Assurance team to ensure they had assistance with coaching
Coordinated sales campaigns and incentive programs to increase productivity,
ensured that all targets were attained, customer needs were met and went
above and beyond to do so
Consistently motivated the sales team and created a positive work environment;
acted as team resource to answer questions on products, services & technology
Proactively took the initiative to resolve any issues, professionally handled
customer escalated issues
Lead Trainer, (2011 to 2014)
Direct Energy, Virgin Mobile, Bell Mobility, & Bell Residential Services Campaigns
Implemented and delivered multiple training programs
Ensured the integrity of instructional projects by designing scripts &
PowerPoints
Evaluated and analyzed the effectiveness of training
Monitored effectiveness of programs & the progress of trainees
Assisted in assessing the effectiveness of communication materials
Communicated frequently & effectively with business partners
Ensured goals & objectives of the training were being fulfilled
Maintained records of the progress & performance of trainees
Made recommendations to improve training & knowledge management within
programs
Identified strengths/weaknesses & recommended solutions to problems/issues
Provided a professional, creative, energetic, & thorough training experience for
trainees
Assisted with floor support and other duties as requested or assigned

Telesales Representative, (2010 to 2011)

Direct Energy & Virgin Mobile Campaigns
Achieved and exceeded sales targets
Strived to understand each customers circumstances
Delivered on each customers unique need
Maintained a high level of competitive & product knowledge
Provided quality service that exceeded customer expectations
Navigated and multi-tasked computer systems while accurately entering data
Assisted co-workers whenever possible so team could exceed targets

Seneca College
Admissions Assistant, Toronto, ON (P/T) 2010
Collaborated with the admissions office team
Recorded student information into the computer database
Sorted, organized, and created papers, files, and file folders
Moved equipment to and from designated areas
John Newton
105 Harrison Garden Blvd Apt 1707, North York, ON M2N 0C3
(647) 636-9770/jdnewton2003@yahoo.com
Page 2

TRAINING & EDUCATION

Grade 12, High School Diploma 2007
Spring Valley High School, Columbia, SC, USA

Smart Serve Certificate 2010

REFERENCES AVAILABLE UPON REQUEST