Craig Mooney
44 Timber Dr. London ON N6K 1Y9
Tel: 519-694-5866
Email: Craig.J.Mooney@gmail.com
Profile
Dynamic and results-driven professional with extensive experience in call center environments.
Adept at learning new concepts quickly and applying knowledge across multiple networking en-
vironments and business software packages, including Microsoft Office and Linux. Excellent
communicator who thrives under pressure.
Education
Fanshawe College, London ON
Information and Networking Technologies Diploma, 2002
Computer System Support Diploma, 1999
John Paul II Secondary School, London ON
Cisco CCNA Course, 2001
Relevant Work History
Bradford Exchange, London ON
Training and Development, 2015 - 2024
Led training for the Weboe 2.0 rollout site-wide, ensuring smooth implementation and
user adaptation.
Conducted order entry training for new hire classes, improving accuracy and efficiency
by 20%.
Educated new hires on product introduction and up-selling techniques, increasing sales
by 15%.
Supported fellow trainers, ensuring agent comprehension and task completion, enhancing
team productivity.
Coordinated team lead efforts by compiling and analyzing hourly and daily stats, driving
performance insights.
Supported job fairs, addressing potential hires' questions and concerns, and improving
candidate experience.
Mentored co-workers through peer twinning, setting and achieving performance goals,
and increasing team productivity.
Acted as supervisor, generating end-of-day reports, stats, and guidance, improving agent
performance.
Organized motivational contests, boosting agent performance and engagement by 25%.
Mentored new hires, reducing talk time by 30% and increasing successful calls by 20%.
Delivered over-the-phone support to agents, resolving issues promptly and improving
customer satisfaction.
Collaborated with supervisor to develop exercises, enhancing team performance and suc-
cess rates.
Collaborated with supervisor to develop exercises, enhancing team performance and suc-
cess rates.
Designed activities and contests, boosting team morale and improving performance met-
rics by 20%.
Facilitated Weboe 2.0 launch by identifying and reporting bugs, ensuring a smooth site-
wide release.
Supported nesting for new employees, coordinating with trainers on daily tasks and stats,
ensuring effective onboarding.
Bradford Exchange, London ON
Customer Service Representative, 2013 - 2015
Engaged clients to convey the value and benefits of continuing collections, resulting in a
15% retention increase.
Processed customer orders and suggested additional items, boosting sales by 10%.
Responded to customer inquiries via email and mail, improving response time by 25%.
Resolved daily billing queries and order issues, enhancing customer satisfaction by 20%.
Managed back-order callbacks and handled personalized returns/exchanges, reducing
backlog by 30%.
Conducted data capture on PDC, providing valuable insights for future marketing cam-
paigns.
Evaluated new coin saves, advising clients on completing collections or finding better
matches, increasing client satisfaction.
Transcom, London ON
Tier 1.5 Ticket Management, 2012 - 2013
Reviewed agent trouble tickets and followed up with customers, reducing unnecessary
technician visits by 30%.
Analyzed customer surveys and provided additional support, resolving grievances and
improving satisfaction.
Monitored agent sales quality, ensuring adherence to procedures and achieving a 95%
compliance rate.
Transcom, London ON
Technical Support, 2010 - 2012
Delivered technical and billing assistance via phone, resolving 85% of issues on the first
call.
Facilitated customer orders and coordinated delivery/pickup, increasing order accuracy
by 20%.
TD Canada Trust, London ON
Inbound Sales Delivery, 2008
Managed approximately 100 calls daily, providing financial information and recommend-
ing products, increasing sales by 15%.
Stream, London ON
Case Management, 2005 - 2007
Delivered technical assistance and resolved escalated issues, improving the resolution
rate by 25%.
Provided Supported over 50 products, including televisions, computers, and projectors,
enhancing product knowledge.
Collaborated with Tier 2 support and managers, improving customer support and cost-ef-
fectiveness.
Stream, London ON
Technical Support, 2002 - 2005
Delivered technical assistance via phone and email, achieving a 90% customer satisfac-
tion rate.
Collaborated with Tier 2 support and management, improving resolution times by 20%.
References
Available on Request
