Customer Service Manager

Mark O’Neill Director of Operations

**********@*****.*** www.linkedin.com/in/mark-o-neill-mba-573a756 647-***-**** Toronto, ON M4Y 1L7

A top-performing Director of Operations with extensive experience in sales and client management. Highly skilled in overseeing all facets of business operations to ensure adherence to overarching business strategies, policies, procedures, and best practices. Evaluate existing operations to identify inefficiencies and redundancies, implementing strategic process improvements to optimize workflow and profitability. Proven track record spearheading internal teams, establishing clear channels of communication, fostering a culture of cross-functional collaboration and mutual goal sharing.

Areas of Expertise include:

Operations Management

Team Leadership

Call Centre Operations

Policies & Procedures

Relationship Management

Contract Negotiations

Strategic Planning & Analysis

Process Improvement

Problem Resolution

Professional Experience

ONE CONTACT INC. Toronto, ON 2007 – Present

Director of Operations

Oversee day-to-day operations of 400 cross-functional team members and six managers, with a budget of $10M, per year. Conduct negotiations, governance, and contract management activities in conjunction with clients to consistently drive operating costs lower. Develop and implement innovative customer care tools and pipeline management process for streamlined service. Maintain consistent alignment with client preferences and strategic growth objectives, implementing incentivized framework for performance improvement. Communicate with clients to outline business needs and goals, devising overarching plans to ensure successful achievement, leading to increased customer satisfaction and business retention.

Key Accomplishments:

Established standard operating procedures and customer service standards, monitoring operations for regulatory compliance, service delivery accuracy, and consistent business growth.

Met and exceeded customer satisfaction indicators.

Minimized operational costs by 50% through overhauling customer care organizational strategy.

MCKESSON Toronto, ON 2003 – 2007

Operations Manager

Responsible for daily operations and HR administration, leading a team of 40 RN’s, Doctors, and Pharmacists with an $18M budget. Ensured efficient patient management, allowing for access to medications as needed, including cancer, HIV, and critical patents. Monitored all medication administration for accuracy. Communicated with vendors including Astra Zeneca, and Hoffmin Laroch, among others.

Key Accomplishments:

Generated 40% increase in revenue through driving patient orders.

Reduced call volumes by 35% through outlining up-to-date technology for streamlined services.

Previous positions include Manager of Operations for Clientlogic.

Education

Master of Science in Business Administration

UNIVERSITY OF TORONTO Toronto, ON 2017

Bachelor of Commerce in Economics

UNIVERSITY OF TORONTO Toronto, ON

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