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Work Background
Zayo GroupManager, Service Experts
Mar. 2016 - Jun. 2018Toronto, Canada AreaResponsible for managing the Global Service Expert team while providing an effortless customer experience. Also responsible for providing real time to near real time resolution of questions and issues that come to the Service Expert Team, work with internal teams and customers to resolve escalations, identify disputes, possible disputes and areas for improvement on a daily basis
Zayo GroupManager, Sales Support Global Carrier Serices
Jan. 2014 - Mar. 2016Manage team of TSSRs (Technical Sale Support Reps) and ADRs (Account Development Reps) to maximize performance
Actively participate in projects directly affecting GCS Sales Team
Manage escalations from within the team, within GCS, from customers and from other areas of Allstream. Manage the evolution of the sales support role within GCS as CPQ is rolled out and evaluate the roles and responsibilities of the team throughout the implementation.
Implemented several loss revenue process improvement gaps - one being Early Term Charges bringing in 100K in lost revenue
Zayo GroupTeam Lead, Sales Support GCS
Aug. 2013 - Jan. 2014Toronto, Canada Area• Work with team of TSSRs and NSSRs to maximize team engagement and performance.
• Manage escalations from within the team, within GCS, from customers and from other areas of Allstream. • Actively help manage the rollout of CPQ within GCS including facilitating training for their team for phase 1 and training for customers to self-serve in phase 2.
• Development and /or refinement and definition of roles and responsibilities within the TSSR and NSSR roles relative to other support groups within Allstream.
• Manage the evolution of the sales support role within GCS as CPQ is rolled out and evaluate the roles and responsibilities of the team throughout the implementation. • Provide change management support to enable a faster and more effective transition to new processes with the NSSR/TSSR team and Sales Account Managers.
• Collaborate with Marketing, Operations, IT and Finance to develop process improvements initiatives to improve the quoting, order and billing change process and customer experience.
• Develop and maintain monthly operations reporting package to reflect key metrics.
MTS AllstreamTeam Lead, Sales Support GCS
Aug. 2013 - Jan. 2014Toronto, Canada Area• Work with team of TSSRs and NSSRs to maximize team engagement and performance. • Manage escalations from within the team, within GCS, from customers and from other areas of Allstream. • Actively help manage the rollout of CPQ within GCS including facilitating training for their team for phase 1 and training for customers to self-serve in phase 2. • Development and /or refinement and definition of roles and responsibilities within the TSSR and NSSR roles relative to other support groups within Allstream. • Manage the evolution of the sales support role within GCS as CPQ is rolled out and evaluate the roles and responsibilities of the team throughout the implementation. • Provide change management support to enable a faster and more effective transition to new processes with the NSSR/TSSR team and Sales Account Managers. • Collaborate with Marketing, Operations, IT and Finance to develop process improvements initiatives to improve the quoting, order and billing change process and customer experience. • Develop and maintain monthly operations reporting package to reflect key metrics.
Zayo GroupManager, Technical Support Specialist
Aug. 2010 - Aug. 2013Toronto, Canada Area• Lead small-medium sized projects according to corporate and customer requirements
• Professionally manage processes related to end to end order activities
• Support corporate employees to close gaps improving processes
• Participate in large project as Subject Matter Expert
• Work with and support, cross-functional teams to achieve project objectives
• Identify process improvements and work to complete and implement new documentation
• Led Executive Escalation Team for special project - this involved receiving the escaltion from the excutive level, researching the root cause and reporting the solution or updates to the executive team members.
Bell MTSManager, Technical Support Specialist
Aug. 2010 - Aug. 2013Toronto, Canada Area• Lead small-medium sized projects according to corporate and customer requirements • Professionally manage processes related to end to end order activities • Support corporate employees to close gaps improving processes • Participate in large project as Subject Matter Expert • Work with and support, cross-functional teams to achieve project objectives • Identify process improvements and work to complete and implement new documentation • Led Executive Escalation Team for special project - this involved receiving the escaltion from the excutive level, researching the root cause and reporting the solution or updates to the executive team members.
Zayo GroupManager, Order Entry
Jan. 2005 - Aug. 2010• Provide effective leadership for 20+ employees
• Management and resolution of customer escalation requests in order to improved overall customer experience and interval
• Responsible for daily reporting for team productivity
• Responsible for coaching and mentoring team
• Responsible for personnel changes
• Assist Senior Management in order to help meet corporate goals and objectives
MTS AllstreamManager, Order Entry
Jan. 2005 - Aug. 2010• Provide effective leadership for 20+ employees • Management and resolution of customer escalation requests in order to improved overall customer experience and interval • Responsible for daily reporting for team productivity • Responsible for coaching and mentoring team • Responsible for personnel changes • Assist Senior Management in order to help meet corporate goals and objectives
Zayo GroupTeam Lead, Order Entry
May. 2000 - Jan. 2005• Responsible for training new employees, supporting Sales Team, Order Entry Team, Management and Project Management and continual refresher training.
• Train new Wholesale customers on Order Form Process
• Support Manager through workload management, supplier management and frontline coaching
• Logging and preparing bi-weekly exception reports (time sheets)
• Responsible for personnel changes when necessary
MTS AllstreamTeam Lead, Order Entry
May. 2000 - Jan. 2005• Responsible for training new employees, supporting Sales Team, Order Entry Team, Management and Project Management and continual refresher training. • Train new Wholesale customers on Order Form Process • Support Manager through workload management, supplier management and frontline coaching • Logging and preparing bi-weekly exception reports (time sheets) • Responsible for personnel changes when necessary
Zayo GroupSenior Manager, Customer Success, Strategic
Dec. 1999Toronto, Ontario, CanadaResponsible for managing the Customer Success team in the Strategic Space while providing an effortless customer experience. Also responsible for providing real time to near real time resolution of questions and issues that come to the Customer Success Team and our customers across the globe, Work with internal teams and customers to resolve escalations, identify disputes, possible disputes and areas for improvement on a daily basis
Zayo GroupData Order Entry
Dec. 1999 - May. 2000Toronto, Ontario, Canada
AllstreamData Order Entry
Dec. 1999 - May. 2000Toronto, Ontario, Canada
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