Julia Whiffen
About Julia Whiffen
Julia Whiffen serves as the Director of Product Support at Quorum Information Technologies, bringing extensive experience in customer support operations and management. She has a strong background in psychotherapy training and has successfully transitioned support teams to remote work during the Covid-19 pandemic.
Work at Quorum Information Technologies
Julia Whiffen serves as the Director of Product Support at Quorum Information Technologies, a position she has held since 2021. In this role, she oversees product support operations, ensuring effective service delivery and customer satisfaction. Her leadership contributes to the company's commitment to providing high-quality support for its products.
Previous Experience in Customer Support Management
Before joining Quorum Information Technologies, Julia Whiffen held various managerial roles in customer support. She worked at The Shopping Channel, Rogers Media as Customer Support Operations Manager from 2001 to 2010. She then served as Control Centre Manager at G4S Secure Solutions (Canada) Ltd from 2010 to 2014, followed by a position as Operations Manager for the Easycare Warranty Program at STAPLES Canada from 2014 to 2021.
Education and Expertise
Julia Whiffen completed two years of Gestalt Psychotherapy training at the Gestalt Institute of Toronto from 2017 to 2019. This training enhances her ability to improve workplace engagement, retention, and productivity. She also studied Business Administration/Commerce at Memorial University of Newfoundland and achieved Honors in Mathematics and French at Royal West Academy, Montreal West.
Achievements in Contact Centre Management
Julia Whiffen was part of the management team at The Shopping Channel that received the Gold award for 'Best Medium Contact Centre in the World' by Contact Centre World in Las Vegas in 2008. This recognition highlights her contributions to effective contact center operations and management.
Technical Proficiency and Problem-Solving Skills
Julia Whiffen is proficient in various software tools, including Salesforce, Avaya CMS, Workforce, Kana, and AS400. She has expertise in setting up contact and service centers, which includes implementing phone systems, operating systems, and online self-serve portals. Her strong problem-solving skills are evidenced by scoring in the 99th percentile on the Ravens Advanced Progressive Matrices Index.