Dominique Strachan

• Day to day running of the office for over 250 employees
• Responsible for janitorial staff
• Part of emergency evacuation team
• Wellbeing of employees - personal or work related issues
• Coordinating management meetings and off-sites
• Planning Fun Days
• Arranging events (in office)
• Focal point for vendors
• Decorating the office for festivals and chagim (sometimes making decorations myself)
• Working closely with VP of customer care and handling team issues over and above office manager duties
• NAV (finance invoice system) Inputting invoices for payment, dealing with finance department of vendors
• Assisting Facilities Director with the new office set up and with ongoing projects
• Point of contact for global employees visiting the office
• Onboarding and offboarding new/exiting employees
• Welfare (environment) team leader for customer care (listed below)

Shift Supervisor

• Tracking SLAs and KPIs of the shift
• Running shift statistics at end of each shift
• Strategizing shift predictions and actions
• Supervising around 60 associates handling different channels
• Creating end of shift reports
• Mentoring of Knowledge Experts, including weekly meetings
• Single point of contact for Knowledge Experts on active shift
• Provided support for CC associates and global customers
• Point of contact for Israel Post Bank and David Shields supervisors
• Remote supervision of shifts in global hubs
• Creating customer care schedule for over 200 associates world-wide
• Created emergency procedures for CC (floods, fire etc)

Welfare TL

• Founder of the welfare (environment) team
• Coordinated joint celebrations and maintained global budgets
• Organized parties for birthdays, holidays and various other celebrations globally
• Gathering visual media for various social projects

Course Trainer

• Course trainer for Back Office
• Developed and trained the office etiquette course

Office Manager

• Worked closely with VP of Customer Care
• Handled vast amount of CC office needs as office manager
• Implemented various procedures for CC related to environment
• Control of global CC budget

Knowledge Expert

• Being on top of constant change of information regarding the product.
• Keeping the associates updated
• Creating reports regarding associate knowledge
• Supervisor Calls
• Mentoring CC associates

• Handled customer inquiries globally via 3 channels (chats, emails, phones)
• CC course trainer
• Main point of contact for associates related to knowledge of product

• Collected outstanding debts
• Coordinated with global financial departments

• Managed transcription team
• Supervised workflow beginning to end
• Proofread finalized work for accuracy