Errol Lowe

** ****** **** ******** ** L*R *N* 416-***-**** ac8h5w@r.postjobfree.com

OBJECTIVE: To use my accumulated 10+ years of experience in customer service, sales, call centre/business operations, team management, process improvement, and cross-functional team collaboration, to ensure that company goals are achieved. SKILLS

10+ years of experience in customer service, call centre, team collaboration, sales, management, operations, telecom, process improvement, analysis, strategy

Professional verbal and written skills, with excellent fluency in English

Computer skills include: Microsoft Office, macOS, Adobe, Visio, Internet, etc. EXPERIENCE

Telecom Analyst/Business Development 2011-2018

Sibiti Corp. Canada/Inspired Telecom, Toronto, Ontario

Provided customized telecommunications solutions to improve operations and reduce expenses by 20% to 80% for businesses, non-profits and charities

Interacted with clients, telecom providers, technicians and business stakeholders to identify issues, allocate resources and implement technical/administrative solutions

Designed multi-million dollar telecom/industrial strategies for implementation in Central Africa to assist with telemedicine, charity and employment/economic growth

Reduced expenses for World Vision Canada by $100,000 per year in proposal

Cut telecom costs for Salvation Army Toronto by $150,000 over next 10 years

Saved Alzheimer Society Peel over $20,000 per year by upgrading telecom services Process Manager/Business Analyst 2006-2009

Rogers Communications, Toronto, Ontario

Developed national processes for over 1000 employees for Rogers and Fido

Worked within team as liaison between I.T. and Business Operations stakeholders

Uncovered $1.5 million in lost revenue, due to 2 years of system and human error/oversight. Initiated program with cross-functional staff, I.T. and management team to collaboratively recover missing accounts and close process gap

Detected pattern of incorrect call transfers by line agents and initiated collaborative, cross-functional meetings to map new processes, which resulted in the recovery of

$1 million and reduced costly incorrect transfers by 50%

Created intranet application to measure employee satisfaction with company knowledge-based tool used by 1050 employees. Collaborated with cross-functional teams to overhaul reference tool and increased productivity by 5%

Managed credit operations activities for Rogers and Fido in Toronto and Montreal Errol Lowe Page 2 of 2

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Department Team Manager 2004-2006

Rogers Communications, Toronto, Ontario

Managed operations, productivity, training, coaching, development of 40 employees

Created career advancement program which increased employee satisfaction by 5% and was eventually adopted by 200 employees

Improved department productivity by more than 10% National Quality Analyst & System Administrator 2001-2004 Rogers AT&T Wireless, Toronto, Ontario

Effectively performed dual role of evaluating 200 Customer Service and IMS Technical Support agents, while managing the Witness Equality monitoring system

Collected and analyzed data to provide national Quality methodology solutions

Managed, coached 60+ new employees who achieved all performance targets National Cable & Wireless Business Support Agent 1999-2001 Rogers AT&T Wireless, Toronto, Ontario

EDUCATION

Business Administration 1991-1994

Sheridan College, Oakville, Ontario

Professional development certificates (listed below) Ontario Secondary School Diploma 1989

Glenforest Secondary School, Mississauga, Ontario

PROFESSIONAL DEVELOPMENT CERTIFICATES

Business & Entrepreneurship Development – Learning Enrichment Foundation (2009)

Customer Operations Performance Center Inc. (COPC) Registered Coordinator (2008)

Performance Design Lab: Process Design and Management Workshop (2007)

Rogers Project Management (2006)

COPC-2000 High Performance Management Techniques Program (2004)

Communicating Effectively Course (2004)

Managing at Rogers Program (2003)

Rogers GSM/GPRS Overview (2002)

InfoWave VPN System Program (2002)

RIM Blackberry Technical Customer Service Level II Course (2002) REFERENCES

Available upon request

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