Manager Customer

Objective

Seeking to join an industry leading organization. I am a passionate Client Advocate, Strategic Thinker and accomplished Service Delivery Manager with extensive experience leading teams in Telecom, Network Operations, Customer Service, Credit and Collections. Experienced Client Relationship Manager, recognized for developing strong internal and external relationships. Committed to Service Excellence leading to significant bottom line improvement. I am energetic, motivated, and goal-oriented. I work well independently or as a member of a team. I am disciplined and have a sharp business sense. I am a skilled communicator with a strong sense for customer satisfaction. Highly developed bilingual verbal and written communication skills. Strong knowledge of MS office suite

Experience

FROYOBEY (Yogen Fruz) s.a.l Jan 2011-Mar 2015

Principle & GM

Successfully negotiated and signed a Master Franchise Agreement with Yogen Fruz Canada, for the Lebanese market

Established a Master Franchise business office in Lebanon

Lead the design and construction of two Yogen Fruz franchise outlets

Managed all aspects of Franchise Operations, Vendor contracts, leasing, HR, Marketing, Sales and Brand Development in Lebanon

TELUS Sep 2008 – Jan 2011

Client Service Manager II

Managed the day to day Relationship between TELUS and the Government of Ontario’s assigned Ministries

Built a strong relationship with the client to gain a detailed understanding of their business requirements and drivers

Effectively managed internal TELUS resources to ensure high customer satisfaction results

Provided effective communication and expert negotiation skills leading to increased revenue and customer satisfaction survey results

Chaired regular client account review meetings

Acted as the client advocate and the single point of accountability into the TELUS organization

Increased revenues by identifying customer needs, suggesting and upselling new products to meet the customer’s requirements

Built and strengthened client relationships with several cluster leaders associated with numerous Government of Ontario Ministries.

Solicited Client feedback and incorporated their requirements into existing processes

Identified Revenue increasing opportunities and engaged appropriate internal resources to finalize the transactions

Improved KPI’s by ensuring full internal team engagement in customer trouble resolution

Instrumental in improving the customer satisfaction survey results leading to the re-signing of the Government of Ontario contract

Getronics Canada (Contract) Jun 2005 Oct 2006

Manager, Canadian Network Management Centre

Led and Managed the Operation of the NMC, Remote Server Management Team and Help Desk.

Responsibility for 24/7 Network Monitoring and Remote Server Management to key customers such as: Government of Ontario, St Michael’s Hospital, AON, Petro Canada and others.

Participated in the development of RFP responses with the sales teams

Recruited highly skilled technical staff to ensure ongoing service delivery excellence

Responsible for third level senior management escalations dealing with service issues

Planned & implemented staff development initiatives including Coaching & Mentoring programs

Participated in monthly customer review meetings along with Program Managers

Ensured full team engagement with customer with a focus on understanding non SLA needs and requirements and upselling additional products accordingly

Allstream 2001-2003

Senior Manager, Major Accounts Technical Support, IASC, Security Solutions

Responsible for the overall leadership, staff management and operations of 3 teams of Customer Care Support Staff, 2nd/3rd level technical Support and security solutions specialists

Accountability for the support of Allstream’s Internet Major Accounts, Security Solutions Support and all other business accounts Including, Scotia Bank, RBC, GM and others.

Achieved 98% + IP network availability and better than expected MTTR for Internet Business Customers

Successfully established an Internet Application Support Centre on time and within budget.

Implemented monitoring and reporting tools, developed processes and metrics to best support all products and services

Successfully negotiated $4million dollars in vendor contracts/renewals (Sysco, Checkpoint, RAM)

Scheduled and lead monthly customer and vendor review meetings

P&L responsibility for three teams/45 staff.

Lead the Internet Process Management team to successful identification of process deficiencies and mapping of solutions to increase efficiency resulting in 60% reduction in escalations and 50% in MTTR.

Built and strengthened client relationships by soliciting customer feedback and incorporating requirements into existing processes and operations.

Negotiated and implemented SLA’s with internal and external vendors/suppliers

Allstream/AT&T Canada 2000-2001

Senior Manager, Major Accounts Technical Support, IASC

Provided leadership and developed two managers and 18 staff, responsible for first, second and third level customer problem resolution and 24/7 network surveillance for the entire internet customer base

Created and launched a new department (IASC) to meet the needs of the Internet Major Accounts’ customer base

Developed and implemented inter-departmental processes and procedures

Identified staffing and technical resource requirements

Hired, trained, coached and developed new staff

Implemented new trouble handling processes focused on improving customer satisfaction

Participated in the design and implementation of a new database incorporating all Major Accounts

AT&T Canada 1999 - 2001

Senior Manager, Major Accounts Technical Support

Established a new technical Call Center from the ground up, responsible for management of all operational and technical issues for AT&T Canada’s Internet Major Accounts

Recruited, hired, managed and developed 14 staff responsible for 1st and 2nd level Major Accounts Support and Trouble Management and resolution

Provided staff with regular feedback and performance reviews

Maximized workflow performance and productivity by implementing changes to various interdepartmental procedures

Solicited input and developed Strategy, Infrastructure and Processes to ensure best of class Customer Care

Managed relationships with Service and Hardware Providers

Fully accountable for Call Center and Network Element KPI’s

Initiated and integrated departmental Disaster Recovery procedures

Negotiated and implemented Vendor and Supplier SLA’s

Full departmental budget responsibility

Sprint Canada 1998 – 1999

Manager, Voice Service Center

Managed and developed 10 technical staff responsible for key Network Operations support, Change Management, SLA and Voice Network Performance

Managed relationships with Network Carriers and established and managed SLA’s

Negotiated financial credits with carriers, resulting from failure to meet Sprint Canada SLA requirements

Coached and developed staff and provided regular feedback, progress and performance reviews

Collaborated with Customer Care management team to develop improved service delivery methods and enhanced inter-departmental communications

Initiated and negotiated interdepartmental SLA’s resulting in a 40% improvement in 2 way communications and quicker customer trouble resolution.

Sprint Canada 1995 - 1998

Supervisor, Business Customer Care Call Centre

Managed, coached and developed 16 Staff to optimize sales and service skills and ensure adherence to company Customer Service standards

Successfully handled and resolved customer escalations

Reduced Call handle time by 300 seconds by identifying and implementing process improvements

Slashed Credit payouts by 50%

Developed and promoted 17 Customer Care Reps to various Sprint Canada departments

Researched, recommended and successfully created and implemented a brand new Admin team, resulting in a 40% reduction in paperwork handing time and contributed in reducing overall talk time

Key participant in quarterly and annual budget process

Collaborated with cross-functional operational and marketing teams on new product introductions

Improved Call Centre KPI’s/service levels by establishing regular interdepartmental communications and implementing operational recommendations to improve efficiencies and customer satisfaction results.

Subway Franchise Restaurants Nov 1998 – Present

Owner/Managing Partner

Owned and operated five Subway Sandwiches restaurants

Prepared design plans in cooperation with Franchise headquarters. Selected contractors and project managed new site development and build.

Responsible for all HR management, payroll, financial control/reporting, supplier and contractor management, P&L

Participated as member of the Toronto area Franchisee counsel with responsibility for pricing strategy, local marketing campaigns and service improvement initiatives.

American Express Canada 1985 – 1995

QA Consultant / Supervisor, Collections Dept. / Training Specialist, Authorizations Dept. / Senior Credit Analyst, Credit Dept. / Credit Authorizer, Authorizations Dept.

Developed and implemented training program for credit card Authorizations department.

Key participant in the introduction and implementation of the first internal CRM system within the Authorizations Call Center

Education

Ecole Secondaire Etienne Brule

B.A 1985, York University

Professional Development

ITIL Foundation

Enterprise Risk Management, U of T / Facilitative Leadership, Schulich School of Business

Effective Mortgage Management

Financial seminar, Richard Ivey School of Business

Structured Behavioral Interviewing

Managing Diversity

Feedback and Coaching

Selling Naturally

Achieving Extraordinary Customer Relations

Community Involvement

Member of the Board of Directors, Lycée Français de Toronto 2007-2011

Treasurer, Lycee Francais de Toronto, 2009-2011

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