Christian D.
Mid-Level Training and Quality Assurance Supervisor
Open to offersNew to PlatformAbout
Christian D. is an experienced Training & Quality Assurance Supervisor and Customer Service Representative who has contributed to organizations across pharmacy, credit, and printing services industries. At Parkway Pharmacy Canada, he managed onboarding of new hires and developed strategic training programs that boosted sales by 35% and reduced cancellations by 15% per quarter. He led a team monitoring 80% of customer interactions for quality and compliance, implemented SOPs for process improvement, and created training resources using Notion and Markdown. Christian has supported production operations, generated detailed reports on sales and refunds for data-driven decision-making, and maintained service standards through effective CRM Systems usage including Salesforce, HelpScout, and PharmacyWire. His role has consistently focused on Quality Assurance & Monitoring, process improvement, and enhancing operational efficiency across customer service environments.
Experience
Training and Quality Assurance Supervisor
Parkway Pharmacy Canada · 2024 — 2026Led the onboarding process for new hires, ensuring integration with business objectives and procedures. Developed strategic training initiatives to enhance sales performance, resulting in reduced cancellations and refund requests. Oversaw a team that monitored and evaluated the majority of customer interactions to maintain compliance with quality standards and policies. Identified gaps in processes and established new SOPs to boost efficiency and mitigate order issues. Created training materials and manuals using Notion, Markdown, Google Slides, and video content to assist in knowledge retention. Collaborated with operations and leadership to refine processes and improve service delivery, generating reports to inform data-driven decision-making.Customer Service Representative
Parkway Pharmacy Canada · 2024 — 2024Managed queue operations by handling multiple calls, emails, and chat inquiries through GoTo and HelpScout. Maintained patient records in PharmacyWire (CRM) to ensure accurate updates with each interaction. Successfully converted patient engagements into sales opportunities and provided guidance to first-time users on the storage of GLP-1 medications. Offered clear explanations of shipping SOPs to set accurate expectations for delivery.Customer Service Representative
The Credit Pros · 2023 — 2024Maintained high communication accuracy while explaining complex credit concepts across calls and emails. Ensured precise documentation of customer interactions within Salesforce. Improved customer retention by clarifying dispute timelines and fostering a collaborative approach towards credit repair. Handled multi-channel support to optimize queue performance while meeting service quality standards.Customer Service Representative
Gelato · 2021 — 2022Provided timely resolutions for a range of customer inquiries, managing a high volume of support tickets. Achieved consistent customer satisfaction ratings while maintaining performance against Service Level Agreements (SLAs). Focused on improving case handling to decrease ticket reopen rates through detailed documentation and effective communication across chat channels.
Skills & Expertise
Education
- BS in Business Administration Major in Financial ManagementSt. Mary’s College of Bansalan Inc.
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