Management Quality Assurance

JASON C. ANDERSON

** ******** **, ***** ** ( Toronto, Ontario ( Canada ( M4L 1S4

Phone 647-***-**** Email: l1ebpr@r.postjobfree.com

OBJECTIVE

To obtain a position in the Management Division that will use my

leadership, organizational, and my expertise in ITIL/Service Centre. To

build on my existing leadership skill set, and to expand on my knowledge of

Customer Services.

PROFILE

A highly dependable and results-oriented professional with 15+ years in the

customer service industry, including 12+ years experience in the

progressive information technology systems field. Special expertise in

transition of new business, process improvement, people management, and

knowledge management. Major strengths include leading a team, managing

resources, conducting meetings, and boosting team morale. A loyal and

thorough individual with strong communication and interpersonal skills. Who

is reliable motivated Leader with the capabilities of working

independently, as well, in multi-functional environment

SKILLS AND EXPERIENCE

Blending intuition with dynamic technical skills

o Change Management Lead - attended meetings for network changes, looked

out for the best interest of the

department, pass on pertinent information to

all levels of staff

o Queue Manager, watched over the day to day operations, reported trends to

management - Monitored multiple city queues using FMS. Approve vacation,

education, ensuring that a balance between Ticket Volume / Vacation and

mandatory project work is met. Provided agents with monthly productivity

reports

o Team Morale - encouraged team to succeed, prompting team values,

accountability

o Mentored New Hires, paired them with people to job shadow, made people

feel welcomed into the business. Created a new Hire folder for Full

time, Temp staff, included all pertain ant information for new employee's

o Trainer - created manuals, scheduled training, Trained on multiple

Accounts, Created 2 Manuals about the

Mainframe for 2 separate accounts

o Technical Writer - on client site knowledge gathering, met goals,

acknowledged for finding information

o Knowledge Management - Researched, created, and monitored productivity

o Asset Management Lead - recorded all assets, ordered new hardware

o Performed Disaster Recovery, staffed up for it, dialed in to the bridge

calls, worked with support groups

o Employee Satisfaction Departmental Manager - worked with staff to improve

department morale

o Swat Team Member - Analyzed other departmental problems, in a set time

frame, to improve SLA, internal operations

o Key Talent - The ability to identify top call centre talent while

interviewing candidates who would blend with the existing team, as well

bring at par or new skills to the team

o New Location: Opened new location, dealt with contractors, cleaners,

security installation, and the set up of the office operations,

logistics, and parts management "How we do Business"

TECHNICAL SKILLS

o Thorough knowledge of OFFICE2000, NT, Novell, Lotus Notes, Outlook,

LanMark, Citrix, McAfee Helpdesk, eWFM, Erlang, NAV, CMS (call

monitoring system), Symposium, Peregrine, Tivoli, Remedy, Change

tickets, SA (schedule Adherence system), Write Answers, and Wiki

o Programming languages; DOS, Borland C, Assembler, Access, designed

flowcharts/pseudo code

o Windows XP, 2000, 98, 95, 3.11, DOS-6.22

o Well exposed to ITIL v2 framework - confident in my understanding on

ITIL v2.

JASON C. ANDERSON

Phone 647-***-**** Email: l1ebpr@r.postjobfree.com

-2-

WORK HISTORY

Intact Insurance Manager/Team Lead Toronto, ON Nov. 07

- May 2011

Formally ING Canada Insurance Managing Helpdesk

Customer Base - 7000 users, 5500 Brokers, 66000 calls per annum

Mentored/Coached a head count of 13-16 staff, kept track of performance

to be used in Performance review.

. Increased the First Call Resolution (FCR) by 8.22% over a 12 month period

. Customer Satisfaction 95.1%, an increase of 5.1% in 1 year

. Queue Management: Introduced Self Management within the team, educated

the entire team on how to manage their time

. Improved the schedule adherence from an average of 74.55% to 98% over a

12 month period

. Second Level support within the Helpdesk - Evaluated the support, created

reports, built relationships with second level groups, created a better

understanding of this support role with upper management.

. Introduced call scripting to create consistency within the helpdesk

. Quality Assurance - Designed a Quality Assurance program to evaluate

ticket documentation, to improve quality and consistency

. Designed a Premium Service Framework for VIP, and VP's

. Identified commonalties between both call centres - implemented best

practise, suggested improvements

. Represented the Helpdesk at monthly ITSM(ITIL) meetings - used to

recommend changes to the ticketing tool

. Worked with the project teams - suggested better ways to track projects

using the tools in place

. Team Morale - Increased motivation by celebrating once a month the

successes for the team, cakes, birthdays, when we received great customer

satisfaction results. Introduced bi-weekly meetings to the team to keep

the communication channels open, by disciplining the lower performers the

team were receptive and supported this by improving there own stats.

. Redesigned the schedule - this change decrease the abandon rate by 2%

. Blended 2 Knowledge Databases into 1, this allowed the staff to find the

solutions more effectively

. Analysis skill sets to better meet customer expectations, identified

areas of improvement to educate the team

. Attended bi-weekly Management meeting with Helpdesk managers, service

delivery, directors in Central/Western Region

. Attended bi-monthly Management meetings with other managers from other

organizations to educate one and other on call centre trends, metrics,

and improvements. We used these sessions to brain storm on topics and

take away new ideas.

Getronics Inc Field Group Leader Toronto, ON Dec. 05 -

June 07

Managing Field Services

Customer Base - clients- Dell, Petro Canada, Shell, The Home Depot,

Shoppers Drug Mart, CIBC, HSBC,

Ministry of Transportation, Ministry of Health, All State

Insurance, Praxair, Grumman, etc.

Managing - Direct profiles for 32 remote employees, 6 temp staff, plus 11

Sub-contractors in Northern

Ontario. Regions included: Niagara Falls, Hamilton, Oakville,

Mississauga, Peterborough, Belleville, Kingston, Timmins,

Thunder Bay, Sudbury, and North Bay

Mentored/Coached a head count of 32 staff, kept track of performance,

encouraged better performance

Conduct meetings, schedule meetings, recorded minutes, stored in a

central location

. Working with Project teams to identify opportunities to build and improve

operational relationships between Field Services and the Project team.

Encouraged process improvement utilizing ITIL best practices.

. Acted as primary interface to employees in the Field Services Department,

involved in multiple weekly conference calls representing my region

(Northern Ontario). Communicated on everything from implementing and

improving processes and procedures, customer project rollouts, upcoming

outages, changes to customer environment, monthly progress reports, etc.

. As Field Group Leader, I had overall responsibility for day to day

operations and was involved with any kind of issue that affects the Field

Staff (irate users, severity tickets, escalations, employee discipline,

etc), ensuring that issues are resolved amicably and processes are put in

place to avoid future reoccurrences.

. Coaching agents with feedback from customer satisfaction surveys,

escalations, and through other general performance observations.

Monitoring and enforcing strict SLA attainment.

. Standby on-line tool - Lead the project team across Canada. Worked with

programmers, department heads, all Field group Leaders, set up weekly

progress meetings, created a step by step procedure for ease of

transition to new tool, created webinar session to provide live

demonstrations of new tool.

. Logistics - Provide constructive feedback to Logistics team to improve

parts management. Created Flow-charts for educational purposes, which

turned into actual Procedure Documents.

JASON C. ANDERSON

Phone 647-***-**** Email: l1ebpr@r.postjobfree.com

-3-

WORK HISTORY CON'T

IBM Global Services Team Leader Toronto, ON Mar. 99 -

June 05

Information Systems Management Commercial Accounts

New Business/Transitions - clients- ATT, Celestica, Cendant, Duke Energy,

Empire, FFIC, Deutsche Bank

Team leader - run reports, identify trends, and create business

improvement within the department

Mentored/Coached a head count of 120 staff, kept track of performance,

encouraged better performance

Conduct meetings, schedule meetings, recorded minutes, stored in a

central location

. Onsite visits to customer HO locations in Canada and USA, performing

knowledge gathering, and compiling training plans for knowledge transfer

to new analysts. Involved technical writing for all documentation in our

custom knowledge base.

. Working with customer to identify opportunities to build and improve

operational relationships between IBM service deliveries, customer

retained support groups and external vendors. Change management and

process improvement utilizing ITIL best practices.

. Acted as primary interface to the customer, involved in multiple weekly

conference calls representing helpdesk perspective on everything from

implementing and improving processes and procedures, change management,

customer project rollouts, upcoming outages, changes to customer

environment, problem tickets with customer retained groups, monthly

progress reports, etc.

. As a steady-state team lead, duties included: managing and mentoring 25

out of 80 analysts in the day to day process and procedures of a 1500

call per day/ 60000 user base business critical helpdesk, staff

scheduling, employee performance reviews, RCA's, call monitoring and call

evaluation/feedback, tools and project implementation, ACD and incident

queue monitoring, staff hiring and terminations, etc.

. As CSC team leader, I had overall responsibility for day to day

operations and was involved with any kind of issue that affects the

helpdesk (irate users, severity tickets, escalations, employee

discipline, etc), ensuring that issues are resolved amicably and

processes are put in place to avoid future reoccurrences.

. Monitored, tracked and provided weekly ACD call stat reports to customer,

including monthly operating costs and trend analysis.

. Coaching agents with feedback from customer satisfaction surveys, agent

switch productivity, escalations, and through other general performance

observations. Monitoring and enforcing ACD and incident queue SLA's.

. Trained new analysts on IBM policies and procedures, including call

handling, team work, documentation procedures and mock calls.

. Designed, implemented and maintained Technical/Procedural Knowledge Base

in Lotus Notes

. Monitored incoming call queues using Avaya CentreVu. Approve agent

breaks and monitor any Aux work, ensuring that a balance between

abandoned calls and mandatory project work is met. Provided agents with

weekly productivity reports.

. Scheduler - provide a fair schedule for staff head count ranging from 50

- 120, Duties: shift swap, sick, vacations, emergencies, time off

request, managed remote agents, attending meetings, met deadlines, was

the liaison between managers, employees and 3rd party scheduling

department

EDUCATION

Network Specialist CDI College of Scarborough, Ontario Oct. 97 -

Dec. 98

Diploma Business and

Technology

|Leadership Courses Achieved below | |

|Year 2009 |Year 2007 |Year 2005 |

|Communication |ITIL Foundation Certificate v2|Interpersonal Communications, |

|and Conflict | | |

|Management | | |

|Coaching |The Mark of a Leader |Listening Skills, |

|Customer Focus|An Essential Guide to Giving |Positive Attitude, |

| |Feedback | |

|Team Building |Coaching Skills |Coping with Stress, |

|Change |Effective Use of Feedback for |Conflict and confrontation |

|Management |Team Simulation | |

|Talent |Getting Past Clashes: Valuing |Getting Past Clashes: Valuing |

|Management |Team Diversity |Team Diversity |

Attended the Nexient - The Active Leadership Program (3 day in class

sessions) in 2008

HDI Certificate, ITIL v2, Internal IBM awards, Mastering Communication,

Situational Leadership II

Reference upon request

Contact this candidate