Customer Service Manager

Mark Cyr

*** ***** **, *******, **, M*S *G* • 647-***-**** • ****@*******.** • LinkedIn: mark-cyr • Web: markcyr.ca

SUMMARY OF QUALIFICATIONS

An information technology professional with over 20 years' experience in management, technical support, and project management. Collaborative leadership style and a strong ability to coach teams to achieve results and exceed expectations.

Effective leader with excellent written communication skills and enthusiasm for customer service.

Strong analytical problem solving and decision-making skills, combined with the ability to coordinate the efforts of many to meet organizational goals.

Productive, systematic and efficient work habits without supervision.

Record of improving efficiency and productivity through automation and process improvements.

Received Bank of Montreal's 2009 Award of Excellence and secured numerous awards for exceptional delivery of customer service

EXPERIENCE

BANK OF MONTREAL 2000 - 2017

Treasury and Payment Solutions Client Support Manager(2014 -2017)

Responsible for a client support team of 24 analysts that provided technical client support for 32 treasury and payment products to a client base of over 25,000 customers. Conduct performance evaluations and mentor IT personnel through formal channels to execute professional development plans. Monitor and control service level agreements (SLAs) with business units and customers.

Key Contributions:

Reduced average call times by 20% by developing a departmental knowledge base to assist staff in diagnosing, troubleshooting and resolving clients issues with desktop software, hardware, and network problems

Assisted vendors (tier 3) in troubleshooting clients technical issues which decreased the average age of a ticket by 80%. In most cases, I was able to resolve the issue before engaging the vendor

Developed and implemented ticket system that was easier and more intuitive for the analysts to use. Analysts Call to Ticket ratio increased from 35% to over 75%. This change led to increased client satisfaction and improved client follow-up

I helped increase client satisfaction score by 50% in 2015. In Q1 of 2016, the help desk achieved the highest client scores among all other groups within Treasury and Payments

Created an environment of continuous improvement and call reduction by analyzing call trends, capacity planning and creating technical documentation for team use. During my time as manager, I reduced call abandon rates by 10% and lowered call wait times by 25%

Enterprise Infrastructure PMO, Associate Project Manager(2011 – 2014)

Accountable for acting in various project roles such as Project Lead/Workgroup Lead and Project Coordinator for small to medium projects. Through these roles, I have undertaken the creation of new deliverables (e.g., product, service, or process) or changes to existing deliverables of varying size and complexity. I also coordinate and managed teams that have included people from other BMO areas, user groups, and internal and external contractors.

Key Contributions:

Received a Top Performance award from the EI OSVP for managing the Firewall Lifecycle project. This project upgraded BMO's critical internal/external firewalls and involved over 200 testers and groups.

Successfully managed and delivered small to mid-size projects on time and client satisfaction.

Demonstrated multi-tasking skills by managing four to five projects simultaneously with budgets over $250,000. Projects focused on upgrades to network hardware and LAN/WAN technologies

Help Desk Supervisor/Team Lead(2008 -2011)

Effectively managed the helpdesk support team of 14 employees and demonstrated a highly engaging and participative style. Provided coaching and development instruction by motivating and mentoring assigned representatives in attaining individual performance goals through evaluations and feedback. Acted as a liaison between the leadership team, associates, and vendors

Key Contributions:

Recognized by colleagues, management, and executives as a superior performer who was able to coordinate a diverse workload and meet tight deadlines

Improved customer satisfaction by implementing a balanced schedule, training additional staff, increased employee engagement with regular coaching and meetings which resulted in a customer-centric environment

Proficient in providing advanced technology solutions and documentation that boost productivity and efficiency across the organization

Involved in day to day operations including continuous improvement, problem management, systems monitoring, staffing policies, software and hardware inventory

Desktop Services Tier 3 Support Analyst(2004 – 2008)

Provided technical support and developed innovative solutions aligned with business objectives. Demonstrated expertise in maintaining and operating various bank systems and networks

Key Contributions:

Used a variety of desktop software and network management tools to ensure various banking hardware systems met SLA for a number of metrics.

Wrote several scripts/programs using VB Script and Active Directory to ensure the branch environment was optimized and ready for several critical security patches and upgrades. Updated access control and load balanced servers at several large branch transits to prepare for a major software upgrade.

Exhibited excellent troubleshooting skills by finding effective solutions to complex problems for all the banks business applications and hardware systems

EDUCATION

BitMaker - Completed 9 week (400+ hours) intensive web development course. Learned full set of skills including Ruby on Rails, Javascript, jQuery, PostgreSQL, HTML, CSS

University of Toronto - Certificate in Project Management

Bank of Montreal - Leadership Development Program: Capstone

Ryerson University - Information System Management Certificate

Professional Training and Certifications - Microsoft Certified Windows XP Professional

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