Manager Customer Service

ANAND HARRACKSINGH

*** ********* *****, ******* ******* L6B 0H1 905-***-****

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Call Centre & Operations Expert

PROFESSIONAL PROFILE

. Business professional with 15 years Call Centre/Help Desk & Operations

experience for leading financial institutions, managing people,

projects, productivity and high performance teams

. Project managed, designed and implemented many large strategic and

tactical initiatives

. Change ambassador who has created and streamlined many new processes,

is hands on and communicates directly with internal & external

clients, including top level senior executives

. Focuses energy on leadership, developing people, improving processes,

achieving high productivity results, exceeding expectations, &

building as well as managing relationships

MANAGEMENT SKILLS & EXPERIENCE

|Call Centre/Help Desk|WFM, Reporting & Metrics |Business |

|& Operations | |Continuity |

|Projects |Technology, RSP, Mutual |Sales |

| |Funds, Pensions, RRIFS, | |

| |Insurance | |

|Processing & |Collections & Disbursements | |

|Fulfillment | | |

CALL CENTRE PROGRAMS

TELEPHONY Aspect, Symposium, Meridian Max, Lucent

MONITORING & SCHEDULING Verint, EWFM, Witness, IEX, CTI

CONTACT MANAGEMENT Service Now, Service Centre, Get Answer,

Knowledge Base, Seibel

KEY ACHIEVEMENTS

. Improved service levels from 60% in 40 seconds to 80% in less than 20

seconds

. Significantly improved processing time for escalations through

collaboration with staff, re-engineering of processes and building

relationships with external departments resulting in increased

customer satisfaction

. Developed metric & reporting tools for Technology Support Centre's

Senior Management by creating productivity reports through design,

teamwork, interviews, analysis and recommendations

. Management of People index scores (2012 - 94%; 2011 - 96%; 2010 - 89%)

Constantly improved productivity through collaboration with staff,

motivation, developing, recognizing and rewarding staff, cross

training and team building. Regularly winning team and individual

achievement awards

. Consistently communicated call center strategies, team & individual

results and information to staff in a consistent and timely manner

leading to accountability and increased productivity

. Observed audits scores and provided coaching, motivation and feedback

which improved call quality ratings.

. Created Life Cycle ticket systems & processes which reduced delinquent

customer inquiries by 50%

. Managed the implementation of IPAD & Wireless Networks for CIBC Senior

Executive Team & Board of Directors

. Project managed Technology Help Desk & Administration relocation (200

staff) in line with technology centralization strategy. This involved

Networks, Servers, Desktops and other technology assets. Efficient

collaboration, planning, co-ordination and testing contributed to a

successful move

PROFESSIONAL EXPERIENCE

CIBC TECHNOLOGY DESKTOP SERVICES (Jan 2011-May 2012)

Senior manager, Commerce Court Complex & Senior Executive Support

Team

Reporting to Director, Technology Field Services

Team of 15 responsible for Senior CIBC Executive Team, Board of

Directors and Commerce Court technology support

CIBC TECHNOLOGY SUPPORT CALL CENTRE (2009 - 2011)

Senior Manager, Help Desk, Customer Care Team and Lifecycle

Management

Reporting to Director, Technology Support Centre

Team of 60 responsible for help desk, end to end customer care and the

lifecycle of all technology tickets

CIBC TECHNOLOGY SUPPORT CALL CENTRE (2007 - 2009)

Senior Manager, Customer Care Team, Reporting, Fulfilment and

Business Continuity

Reporting to Director, Technology Support Centre

Team of 80 responsible for fulfilment, end to end customer care,

reporting and business continuity planning

CIBC SOLUTION CALL CENTRE (2004 - 2007)

Manager, Customer Care Team

Reporting to Director, Solution Centre

Team of 20 responsible for end to end customer care

RBC HOME & AUTO INSURANCE CALL CENTRE (2003 - 2004)

Team Manager, Contact Centre

Reporting to Senior Operations Manager, Client Services

Team of 60 responsible for Customer Service, Sales & Support

ADP CANADA CALL CENTRE (1998 - 2003)

Manager, Client Contact Centre

Reported to Director, Client Services

Team of 60 and 5 Team Leaders responsible for Call Centre

development and Help Desk Payroll Support

CONFEDERATION LIFE INSURANCE CO. CALL CENTRE. (1990 - 1998)

Manager, Call Centre, Mutual Funds, GIC, RRIF, Pension &

Taxation Transaction Processing & Fulfilment,

Payments, Collections,Reported to Assistant Vice-President, Client Services

Team of 60 responsible for incoming calls, transaction

processing and fulfilment.

PROFESSIONAL DEVELOPMENT & EDUCATION

. Call Centre & Help Desk Management Certification - Help Desk Institute

. Communication for Business & Professional - Ryerson University

. Fundamentals of Managing Certification - Managers Matter - CIBC

. Scheduling, Monitoring & Coaching - Bell Canada

. Managing for Productivity - Bell Canada

. Business Analyst Certification - Nexient

. Information Technology Infrastructure Library - ITIL - Pink Elephant'

. Business Continuity Management Education Program Certification - CIBC

. Life Office Management Association - 7 of 10 certificates -

Confederation Life

. Chartered Insurance Professional - Royal Bank

. Sharepoint Fundamentals - CIBC

. Business Administration Diploma - Centennial College

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