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Manager Customer Service

Location:
Thornhill, Ontario, Canada
Posted:
November 26, 2018

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Resume:

Mari-k Kerr

Phone: 416-***-**** (h)

**** **** ***** ****. *. 416-***-**** (c)

#**** ******* ******* *** *** Email: ac7sov@r.postjobfree.com

Director of Traffic,

Broadcasting Industry Subject Matter Expert

Highly qualified, respected, and established leader leverages 20+ years of progressive experience in leading-edge news networks with an international scope. Serves as primary point-of-contact between cross-functional teams and external vendors in the successful coordination of broadcasting initiatives. Employs superior project management methodologies as well as compliance to multiple deadlines. Highly proficient in traffic management and broadcast operations in fast-paced and deadline-driven environments. Ensures top-tier traffic management dealing with multiple clients and customers according to broadcast industry standards. Exercises collaborative leadership within the organization.

Education & Training

Human Resource Management Essentials - University of Toronto

Human Resource Management – University of Toronto

Organizational Behavior – University of Toronto

Training and Development – University of Toronto

Leadership for Results I & II, Women in Leadership, Powerful Presentations, Corus University

Project Management Fundamentals - University of Waterloo

Finance for the Non-Financial Manager – Schulich School of Business

Bill 132 Training, AODA Customer Service Training, Workplace Violence and Harassment Training (Ontario - Bill 168), Occupational Health and Safety Awareness Training for Supervisors in Ontario – HRdownloads

Professional Experience

BROADVIEW SOFTWARE, TORONTO, ONTARIO JAN 2014 – PRESENT

DIRECTOR OF CLIENT SERVICES

Directs, monitors, trains, and coaches six Client Services Representatives and up to 80 networks worldwide for leading-edge enterprise offering information management solutions in a multi-platform media environment.

Promotes tools for programming, traffic, and sales with seamless operations across linear, non-linear, OnDemand, broadcast, satellite, cable, radio, television, and satellite.

Designs and delivers hands-on training curriculum while also documenting and implementing process and quality improvements.

Takes leadership initiative to roll out business process re-engineering to the call center. Enables workforce optimization to ensure customer requirements are fulfilled. Maintains world-class customer service across client services to boost customer satisfaction, retention, and referrals.

Exercises collaborative leadership with the cutting-edge development team on implementing and promoting new system features.

Performs quality assurance system testing of various versions prior to release. Conducts troubleshooting and root cause analysis to eliminate deficiencies and strengthen system stability.

Human Resource Management, Recruitment, Training, Performance Management, Health & Safety Committee Member.

TELETOON ENGLISH & FRENCH NETWORKS,

RETRO, DISNEY XD, TORONTO, ONTARIO NOV 2009 – JAN 2014

DIRECTOR OF TRAFFIC

Provided career succession coaching, professional development, and strategic management of nine traffic co-coordinators. Also directed five television networks between Corus and Astral Media.

Performed sales reporting, month-end invoicing, contract development and confirmation while also ensuring compliance with established deadlines.

Executed employee evaluations and mid-year/annual performance management to uncover areas in need of corrective actions as well as process and quality improvements.

Pioneered the launch of the Disney XD commercial network for Astral. Established commercial delivery systems as well as traffic protocols and procedures.

Hand-selected to serve as a member of the management team as well as a strategic planning committee member. Also acted as the departmental lead for the research, assessment, and deployment of state-of-the-art technologies including Corus ITX project and signal integrity committee.

CANWEST BROADCASTING (FORMERLY ALLIANCE ATLANTIS),

TORONTO, ONTARIO JUN 2006 – NOV 2009

DIRECTOR OF TRAFFIC OPERATIONS

Oversaw, trained, and mentored 36 traffic co-coordinators as well as the processes, procedures, and guidelines for 18 specialty television networks. Also managed a $3M annual budget.

Took leadership initiative to act as the key liaison between master control, finance, and promotions to ensure revenue objectives were accomplished and tracked.

Appointed as main point person for successful launch of 18 traffic specialty stations from Paradigm to $4M in eight months.

Served as the chairperson for the high-profile Alliance Atlantis United Way Fall Campaign of 2007.

TELETOON ENGLISH & FRENCH NETWORKS, TORONTO, ONTARIO SEP 2001 – JUN 2006

DIRECTOR OF RETRO & CARTOON NETWORK TRAFFIC

Headed, evaluated, and supervised four traffic co-coordinators whole also spearheading change management initiatives as a strategic planning committee member.

Gathered competitive intelligence and executed research for the acquisition and integration of cutting-edge technologies including two delivery systems: EDI and DekoCast.

WORLD WRESTLING FEDERATION, TORONTO, ONTARIO APR 2001 – SEP 2001

TRAFFIC SYSTEM CONSULTANT

Provided substantial partnership in the investigation and evaluation of an automated traffic system proving vital in the process.

Oversaw log generation, contract entry, spot placement, sales reporting, creative entry, and WWF promo maintenance.

Served as a primary point-of-contact between three networks. Provided program logs for WWF programming while also partnering with finance for billing, accounting, and sales reporting initiatives.

Organized and implemented processes and procedures bringing company up to date and in line to go automated. Provided consulting advice.

SPECIALTY DATA SYSTEMS –VISION TV AND

THE ABORIGINAL PEOPLES TELEVISION NETWORK, TORONTO, ONTARIO NOV 1999 – APR 2001

TRAFFIC MANAGER

Contributed to significant revenue growth by facilitating direct response sales campaigns.

Took charge of programming logs, contract development, sales reporting, spot placement, submission, creative entry, and tape library management.

Collaborated with master control personnel on program logs. Also displayed high level of technical acumen in SDS Traffic, Quattro Pro, and MS Office to heighten the effectiveness of traffic management.

CTV TELEVISION NETWORK, TORONTO, ONTARIO AUG 1998 – NOV 1999

UNIT MANAGER – CANADA AM

Served as a financial analyst and strategic advisor for the Executive Producer while also overseeing the show’s budget, monthly report analysis, daily processing of A/P, and financial reporting.

Maintained the general ledger with technical proficiency with the Lawson Accounting System.

EDGE 102, CFNY-FM RADIO, TORONTO, ONTARIO PRIOR TO AUG 1998

TRAFFIC MANAGER

Enhanced the productivity and efficiency of the General Manager by providing executive assistance, HR management, A/R and A/P processing, commission reporting, as well as the utilization of the Computer Concepts Traffic System.

Managed day to day operations of traffic and provided support to all departments ensuring revenue was aired and invoiced properly.



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