Customer Service Manager
Resume:
CHRIS
SUMMARY
HIGHLIGHTS
EXPERIENCE
MORRA, ON L6X 0R9 H: 905-***-**** C: 647-***-**** ***********@******.***
Strong leadership, people
management and team-building
skills
Experience in reviewing and
improving business processes
using Six Sigma methodology
Demonstrated problem-solving
and organizational skills
Strong ability in setting goals,
priorities and meeting deadlines
Team management - ability to lead
small, large and diverse teams
Experience in conflict resolution and in
handling sensitive issues
Exceptional at taking ownership and
making sound decisions to ensure
resolution of issues/problems
Proficiency in computer applications
such as Microsoft Office (Word, Excel,
PowerPoint), Visio, SAP and BaaN.
Reduced annual operating costs by $90K by improving the Workforce Management process
Improved the turnaround time in assigning work to same-day assignment
Reduced the backlog of work by restructuring, improving morale and process improvement initiatives
Developed and implemented KPI's
Designed and implemented a Lead Generation program which increased the value of quotations issued by $1M annually and allowed the Sales team to consistently exceed their monthly targets.
Leading and managing staff through significant organizational changes
Implemented creative and cost-effective team building activities to improve employee morale and engagement across all locations.
Implemented Customer Centric initiatives such "Welcome Call" surveys for new customers, and "Pre-cancellation" surveys to measure customer satisfaction
Implemented employee satisfaction/engagement surveys Manager, Customer Service Centre (Central Canada)
Unisource Canada, a Veritiv Company
-
Mississauga, ON
Effectively managed the daily operations of Central Canada’s customer service Centre (Four Team Managers and 55 Customer Service Professionals)
Effectively reviewed and managed departmental P&L/expenses to stay within allocated budget
Implemented annual employee feedback surveys
Developed and implemented an E-mail/Call Quality Evaluation tool
Reviewed, revised and implemented an Employee Recognition program for all North American Customer Service Centres
Collaborated with Sales leaders to reduce customer stock-outs and improve inventory replenishment
Revitalized the Packaging Equipment Sales, Parts and Service segment by establishing service rates, improving margins and establishing service standards Brampton
Results oriented Customer Service/Operations Manager with experience in successfully managing field staff and local and regional office staff in both unionized and non-unionized environments. Dedicated to providing excellent customer service, developing employees and in improving processes. ACCOMPLISHMENTS
S
CM/2
01/2008 to 10/2014 Manager, Client Services Centre - North America CSA Group
-
Toronto, ON
Effectively managed the daily operations of the North American Client Services locations n Toronto, Montreal, Cleveland, Ohio and Los Angeles California.
Effectively reviewed and managed departmental P&L/expenses to stay within allocated budget
Successfully managed the activities of 60 team members in multiple locations which included: activating/cancelling contracts, maintaining customer master records, responding to sales leads, invoicing, general and technical inquiries and following up on new business opportunities.
Developed, implemented and monitored programs to maximize customer satisfaction.
Aligned the Client Services department with the Sales team to capitalize on sales leads/opportunities.
Worked closely with internal business partners to meet service requirements to enhance client satisfaction results.
Designed a smart form for CSA Group’s on-line RFQ form. 12/2004 to 12/2007 National Inbound Call Centre Manager RICOH Canada
-
Mississauga, ON
Effectively managed the daily operations of Ricoh’s Service/Dispatch inbound call centre to ensure that all call centre metrics were achieved by organizing staffing, including shift patterns and determining the number of staff required to meet the volume of calls
Operations consisted of three supervisors and 30 Customer Service Representatives.
Led a Green Belt process improvement project on "Lease Expiries."
Created three functional teams to promote employee engagement
(Diversity & Recognition) design and implement a call quality program
(Call Quality) and to consistently find ways of making processes faster and friendlier (Process Improvement team).
Received recognition for developing and implementing a National Administration and Customer Service “Dashboard” scorecard. 10/2001 to 12/2004 Supervisor, Client Services
CSA Group
-
Toronto, ON
Developed and implemented a department cross-training plan
Played a key role on the consolidation of three separate departments to form the Client Services Centre
Nominated by subordinate employees for CSA's Level II Award for leading the department through the change and transition
Worked with Bell Contact Centre Solutions to develop the first "Quality Call Standards" for CSA
Project Leader for two Corporate process improvement projects 04/1996 to 09/2001 Manager, Data Management (Meter Reading Operations) SCHLUMBERGER Canada
-
Mississauga, ON
Effectively managed the Schlumberger's meter reading operation, which comprised of twelve accounts (Utilities and Municipalities) within the Province of Ontario.
Restructured the meter reading operation to improve responsiveness to both customers and field staff
Team Leader for a Total Quality Management improvement project on improving the flow of information to increase the accuracy of invoicing
Prepared pricing and annual budgets for all meter reading tenders/proposals and for existing accounts (P&L)
CM/3
Maintaining and building relationships with key client contacts
Analyzed each customer account to identify strengths, operational improvements and opportunities for growth
Interviewed, hired and trained new staff
EDUCATION Ryerson Polytechnic University
-
Toronto, ON, Canada (1994)
Bachelor of Applied Arts: Urban & Regional Planning
Minor: Public Administration
CERTIFICATES
& TRAINING CSA Group. Toronto, ON
Customer Loyalty Essentials. May 2014
Canada's Anti-Spam Law. February 2014
Management Development Program. August 2013
Bonding & Rapport (Sandler training). May 2013
Pricing Increase Communication Strategy.* December 2012/13
Understanding Trade Sanctions. May 2013
AODA - Accessibility for Ontarians with Disabilities Act.* November 2011
Handling Customer Complaints.* August 2010
* Developed training material for the organization. Canadian Centre for Occupational Health and Safety. Hamilton, ON
Health and Safety Awareness for Ontario Supervisors. June 2013
Due Diligence in Occupational Health and Safety Exam. February 2012
WHMIS (and Knowledge Retention Exams). May 2008, 2010, 2012, 2013 Premier Performance. Atlanta, GA.
Lean Six Sigma – Yellow belt training (3 days). October 2005
Lean Six Sigma – Green belt training (3 weeks). March 2006. Institute for Contact Professional. Mississauga, ON Certificate in Technical Expertise in Call Centre Operations Management:
• Best Practices in Quality Monitoring & Coaching. May 2006
• Advanced Workforce Management. May 2006
• Scheduling and Forecasting. July 2006
• Foundations of Call Centre Management. September 2006
• People Management. October 2006
• Good, Better and Best Call Centre Practices. July 2007
• Employment Law & Conflict Resolution. November 2007
• Oral & Written Business Communication. November 2007 Ricoh Canada. Mississauga, ON
Improving Personal Productivity (DDI). September 2007
Customer Experience Management. June 2007
Manager to Leader Program. October 2005 to June 2006 TrainingScape. Toronto, ON
Selecting and Hiring High Performance Employees. February 2003
Select the Best: Behavioral Interviewing workshop. January 2003
Managing/Navigating Change. November 2002
The Highly Effective Leader. October 2002
The Emotionally Charged Leader. September 2002
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