Customer Experience and Opeerations Management

Client Experience Management

Client Centric and forward thinking Contact Centre Leader, blending strengths in strategic planning with a steadfast commitment to employee satisfaction to drive continuous improvement across all performance metrics. Career experience spans 20+ years in client experience and operations management in the information technology, financial services and telecommunications industries. Brings expertise in managing inbound and outbound operations, implementing and measuring change, and complemented by the vision and planning talents needed to optimize service performance through technology. Brandishes a polished, yet easy-going interpersonal style to foster positive relationships with vendors, clients, senior management and staff. Skilled in identifying barriers to business growth and operational efficiency.

Core Values Offered

•Vendor Management

•Quality Assurance

•Strategic & Tactical Planning

•Sales & Service Performance Goals

•Application Support SaaS

•Budgeting & Cost Control

•Process Design & Optimization

•Customer Relationship Management

•Root-Cause Analysis

•Staff Development

•Client Retention Strategies

•Capacity Planning

Career Development

MANAGER, Client Care Centre 2012 - Oct 2016

Ontario Pension Board

Worked with Sr. Management and the project team to design and implement the Client Care Centre. Primary focus was to launch a high touch service model while managing change to ensure global acceptance.

Highlights of Contributions

•With focus on a client first culture, accountable for hiring, leading and supporting employees delivering service consistent with the strategy and business model.

•Collaborated with business partners to support Telephony/Technology upgrades to enhance internal and external experience and capture better statistics/metrics. This resulted in a positive increase in client survey results.

•Identified and reported on key performance indicators (KPI) to measure performance, identify opportunities and create customized performance improvement plans for employees.

•Developed and implemented strategies to reduce reliability on manual processes for efficiency gains.

•Coached staff to accept change and understand clients’ needs in efforts to build trust and credibility.

OPERATIONS MANAGER 2010 – 2012

Allied International Credit (AIC)

Hired to manage and elevate the level of service provided by a team of 14 operations support staff at this third-party call centre and IVR service provider. Allied International Credit specializes in providing debt collection services to financial, government, telecommunications, utilities, retail and healthcare clients across Canada and the United States.

Highlights of Contributions

•Spearheaded client business review meetings, leveraging strong client needs analysis talents to garner a nuanced understanding of client objectives, parlaying acquired knowledge into strategies to enhance productivity and improve processes and procedures to effectively meet performance goals and drive revenue.

•Championed staff development, collaborated to create business case and gain executive funding approval for additional staff training. Further developed vision by meeting with individual team members to discuss and chart strategies for career development based on identified professional goals.

•Developed and deployed a business strategy to deliver simultaneous improvements in sales, customer experience and operational efficiency, producing significant gains across cost savings, net new revenue, and customer experience.

•Took a proactive approach to client interactions, personally taking the initiative to reach out to clients when errors were made, informed them of progress and ensure a timely resolution.

•Harnessed expertise in predictive dialer technology to implement client focused strategies, reduced reliance on manual processes to drive greater efficiency in performance and results.

•Overhauled internal processes to optimize efficiency in dialing campaigns, including developing a staggered cycle of campaigns to minimize the time spent on recycling.

•Introduced an information sharing process to effectively manage pre and post communication in organizational changes with UK counterpart. Within the same eco-system, the intent was to share best practices to boost the overall performance of the UK operations support team and leverage success stories.

MANAGER, Predictive Dialer Operations & Workforce 2004 - 2010

Tricura Canada/Resolve Corporation(Edulinx)

Undertook the management and scheduling of the predictive dialer team, drawing on previous experience as a dialer and workforce analyst to carve out strategies to optimize performance. Tricura Canada provides outsourced collections services for the National Student Loans Service Centre.

Highlights of Contributions

•Identified an opportunity for increasing delivery on SLAs by implementing a blended feature in the predictive dialer, allowing for easy switching between inbound and outbound calls and resulting in reduced abandon rates.

•Provisioned for appropriate licensing to allow for expanded dialer capacity, demonstrating acute attention to detail and sound knowledge of operations.

•Sought out and incorporated front line-user feedback to drive improvements in the performance of predictive dialer and related applications. Additionally, utilized user input to develop key performance metrics for staff.

•Reduced reliability on manual processes by capitalizing on opportunities to incorporate manual functions within the predictive dialer technology.

•Assessed call volume patterns to develop appropriate staffing schedules to meet predicted volumes.

Sr. Predictive Dialer Analyst 2002 - 2004

Rogers Communications

. Created daily calling campaigns for collections, marketing, sales and service to drive results and achieve metrics.

. Collaborated with internal business partners to review results and re-visit strategies based on campaign and agent

performance

Workforce Analyst 1996 - 2002

Rogers Communications

. Worked on a team responsible for Schedule adherence, call volume, resource forecasting and staffing to support

Department target and strategies.

Education & Professional Development

CUSTOMER RELATIONSHIP MANAGEMENT Sheridan College, Brampton, ON

MECHANICAL ENGINEERING – TOOL & DIE George Brown College, Toronto, ON

Certifications & Training:

Project Management Data Communications & Telecommunications Fundamentals

Telecommunications and VOIP Wireless Communications and Technology. Bank Branch Management – Security and Fraud

Operations and Supply Chain Management

Technical Skills Profile

Microsoft Office (Word, Excel, PowerPoint, Outlook, Access), ITSM Support

Call Monitoring and Scorecard solutions, Predictive Analytics and Dialing solutions,

Avaya ACD and Channel management, Avaya Centre VU (CMS, CCM, AACC), CXM, Neptune Platform, Techcom – DRS

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