Senior Leadership, Workforce Management

DERRICK LETSON

** ******* ******, *******, ******* M5P 1G9

416-***-**** *******.******@*******.***

LinkedIn: http://ca.linkedin.com/in/derrickletson

Customer focused, committed to peak performance, optimal processes, and operational efficiency

COMPETITIVE ADVANTAGES

Driven leader with expertise in all aspects of Operations through Planning, Organizing, Directing, Coaching and Influencing all Employees. This has been accomplished through a collaborative and hands-on approach through Effective Communication, Strong Planning, Co-ordination and Execution across all functional groups. Analytically minded and technically proficient in MS Office Suite, Cloud, VBA, SQL, Business Intelligence, Quality Analytics, Salesforce and Workforce Management software. Areas of excellence include:

Leadership Communication Process Improvement

Workforce Management Reporting and Analytics Contracts & Agreements

Standard Operating Procedures Culture & Employee Engagement Project Management

SELECTED CAREER HIGHLIGHTS

ALMOST GOLD COMPUTER SYSTEMS, Toronto, ON AUGUST 2000 to PRESENT

OWNER

Technological Sales and Service Solutions provided to various consumers in the Private and Commercial sectors

CONTACT POINT 360, Mississauga, ON NOVEMBER 2019 to PRESENT

DIRECTOR, GLOBAL WORKFORCE MANAGEMENT AUGUST 2020 to PRESENT

Owner of all Workforce Management Planning solutions across multiple sites globally in Canada, Colombia, India, Greece and Philippines

Advisor to all Teams in Operations, Quality Analytics, Training, Business Intelligence, Client Services, Finance and Information Technology

Built Workforce Management Command Center to support the Growth of the Business

Support Sales Team in all New Business representing Operations and Workforce Management

Responsible for all Short-Term and Long-Term Planning to ensure Staffing Needs and Budgetary Requirements aligned

Led various Teams that were recognized by GTACC with 3 awards in 2020 with emphasis on Quality Assurance, AI Analytics, Continuous Improvement, Sales and Client Success

SENIOR MANAGER, CLIENT SERVICES NOVEMBER 2019 to AUGUST 2020

Primary Point of Contact for all Client Needs and requirements including, but not limited to, Touch Point Meetings, Billing and Invoicing, Monthly Business Reviews, Process Changes and Implementation, Major Improvement Initiatives and Executive Complaint Management

Accountable for all Major Process Change requirements and planning

New Program Lead ensuring all aspects are executed from on-boarding to launch

Establish Training Requirements, Standard Operating Procedures for all accounts

ANSWERNET INC., Toronto, ON AUGUST 2018 to NOVEMBER 2019

GENERAL MANAGER

Responsible for Associate Engagement, Quality Control, Reporting, Program Performance, and Payroll

Provide leadership and guidance to call center associates and subordinates.

Effectively manage cost center budgets and operational expenses

Assist associates in successfully achieving their personal and professional goals/objectives

Create strategies that focus on improving internal business processes

Successfully achieve corporate financial goals and corporate strategic objectives

TELUS COMMUNICATIONS, Toronto, ON MAY 2016 to JANUARY 2018

BUSINESS ANALYST CONTRACT

Served in a Consulting and Advisory position to bring greater efficiency to the Workforce Management Solution currently in use

Re-designed Workforce Management system to ensure front-line employees were scheduled more effectively, received real-time results on their KPIs and our customers received a “First Time Right” experience

Developed Project Plan and advised Project Team for Workforce Management Efficiency implementation

Shared progress updates with Senior Leadership Team on Workforce Management Project Status

Created documentation and provided training for all employees using the Workforce Management system

Provided leadership, insight and technical expertise on various projects simultaneously geared towards supporting the front-line employees

NATIONAL CREDIT RECOVERY INC., Mississauga, ON JULY 2015 to DECEMBER 2015

MANAGER OF OUTSOURCE OPERATIONS CONTRACT

Owned Operational Performance for clients in the Energy industry in USA and Canada

Trained, Coached, Mentored and Led all front-line employees that provided inbound/outbound customer service and collections through seventy-five thousand contacts monthly

Responsible for all Service Level Agreements and KPIs, in addition to Training, Compliance and Workforce Management deliverables

Wrote and delivered Monthly Business Reviews (MBR) and Quarterly Business Reviews (QBR) for all Clients and created all Training Material for one of the Clients

Provided reporting to Senior Leadership daily, weekly and monthly on results and tracking of upcoming goals

Developed and implemented Strategies and Standard Operating Procedures to improve upon Agent Productivity, Compliance, Retention and Increased Revenue

HINDUJA GLOBAL SOLUTIONS CANADA INC., Barrie, ON MAY 2014 to JUNE 2015

OPERATIONS MANAGER

Owned Operation Performance and Client Relationships for a 500-seat site focused on Customer Service, Sales and Dispatching in the Telecommunications and Home Services industry

Recruited and trained all Team Leaders on Standard Operating Procedures, Employee Engagement, Customer Escalations, Human Resource Requirements, Workforce Management, and Disaster Recovery

Worked with Workforce Management team to ensure efficiency was achieved while balancing the needs of the Business with that of the Employees

Consulted with Team Leaders during the Performance Management of their teams of Customer Service Agents to ensure reviews were written and delivered on time, as well as any corrective action taken

Facilitated monthly meetings and focus groups with Customer Service Agents to identify issues and improvements

Built positive relationships with Client and Executive team

SKJODT-BARRETT CONTRACT PACKAGING, Mississauga, ON FEBRUARY 2012 TO APRIL 2014

BUSINESS PROCESS MANAGER CONTRACT

Owned all Business Processes of a privately-owned company in the Food Manufacturing industry that was going through significant growth across all work streams

Provided Analysis, Stability, Consistency and Documentation of all Standard Operating Procedures

Consulted with Executive Team on future goals and priorities from an operational perspective

Provided status reporting on a weekly and monthly basis to Executive Team

Created and implemented Process Maps and Whitepapers for all Standard Operating Procedures with electronic links to all resources utilizing Six Sigma and Lean methodologies

Improved upon Employee Database for Human Resources to bring greater efficiencies in Employee Tracking, Candidate Pools and Performance Management

CAPITAL ONE BANK, Toronto ON JUL 2007 – JAN 2012

PROCESS MANAGER, BUSINESS RISK OFFICE JUN 2010 – JAN 2012

Led and owned oversight of Process Improvement work that impacted Regulatory Compliance, Anti-Money Laundering and Privacy within the consumer/business financial industry

Collected data and information, using Analytics and Reporting, to provide transparency to the executive team

Tracked and resolved process breakdowns while developing and maintaining formal process documentation including procedures and process flow diagrams

Conducted Site Assessments, as the Senior Site Auditor, on 35 international vendor locations focusing on Regulatory Concerns, Compliance, Data and Physical Privacy, Policies, Standard Operating Procedures and Workforce Management

VENDOR RELATIONSHIP MANAGER, OFFSHORE OPERATIONS JUL 2007 – JUN 2010

Owned Operational Performance and Vendor Relationships of 3rd Party Vendor contact centers in Manila, Philippines and Moncton, NB

Responsible for all Service Level Agreements and KPIs, in addition to Training, Compliance and Workforce Management deliverables

Wrote and delivered Monthly Business Reviews (MBR) and Quarterly Business Reviews (QBR) for all 3rd Party Vendors

Visited 3rd Party Vendor sites monthly and quarterly to inspect and review operations, conduct focus groups with front-line employees and perform Site Audits

Achieved great success in Sales Conversion Rate and Quality Assurance through innovation and effective planning

Awarded Maverick Award for Innovation in developing a tool to improve Employee Engagement and Communication across multiple Call Center Sites

EDUCATION & PROFESSIONAL DEVELOPMENT

SENECA COLLEGE, Toronto, ON JAN 2016 – Present

HUMAN RESOURCES MANAGEMENT

CONESTOGA COLLEGE, Kitchener, ON SEP 1991 – JUN 1994

BUSINESS MANAGEMENT AND COMMUNICATION

CAPITAL ONE UNIVERSITY, Richmond, VA JUL 2007 – AUG 2012

COURSES COMPLETED

Process Management – Advanced Business Risk – Advanced

Project Management II Compliance & Auditing

Relationship Building/Supply Chain Management Understanding Contract & Statement of Work

Risk Event Analysis & Remediation Introduction to Anti-Money Laundering

Behavioral Analysis Dealing with Difficult Conversations

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