Michele Hodder

Experience

• 

  Canadian Tire Corporation

  Jan 1995 - now

  >Manage a large team of frontline Support Analysts to meet high response and service level standards>Provide after-hours escalation support on a rotational basis>Develop and analyze reporting metrics for Service Desk effectiveness including customer follow-ups>Ensure response and resolution times are aligned or exceeds Service Level Agreements>Provide support with escalations to other Service Departments when needed (2nd Level/Development)>Manage the incident process by monitoring call queue, call flow process and incident handling by frontline analysts>Identify and evaluate technology required to run the support area (for example, IVR, Live Agent queue, assyst, telephony, laptops, pagers, cell phones, etc.)>Handle management inquiries and provide status updates on the support environment>Communicate issues and escalations with Dealers, store staff, PartSource & Petroleum IT>Establish and monitor vendor relationships and their performance>Troubleshoot queries and escalations from Corporate groups (Logistics, Marketing, CTFS, Customer Relations, Distribution Centres, Dealer Order, Technology Operations, CTDA and Dealer Relations Show less Leadership/people >Supervise the Second Level support analysts to ensure that incidents/problems are responded to effectively, escalated appropriately and resolved within service levels targets.>manage the business analyst to ensure the business objectives and IT performance expectations are met on a consistent basis.>Provide effective allocation of staff resources by working with the project managers to negotiate priorities, resources and timing. Assign staff to projects as required.>Motivate, coach and advise staff. Hold regular status meetings with staff.>Monitor team objectives to ensure they are achieved.>Monitor staff workload and workflow. Update IT performance commitments and work plans. >Provide after-hours team lead escalation support on a rotational basis. Process>Ensure response and resolution times meet or exceed agreed times based on Service Level Agreements and Operational Level Agreements.>Manage and continuously improve the Problem Management process to reduce recurring incidents. Act as a stakeholder in the change/release process. >Coordinating, tracking and reporting root cause issues with all stakeholders.>Facilitate major incident post-mortem and problem investigation meetings. >Monitor progress on the resolution of known errors.Relationship>Work with project managers to negotiate priorities, resources and timing.>Establish and maintain cross-functional relationships in the effort of bringing consistent problem management processes to CTC.>Handle management inquiries and provide status updates.>Deliver quality and efficient service by coordinating effectively with various teams. Ensuring standards, processes and procedures are in place and adhered.>Facilitate communications between various areas (IT and business areas) to reduce impact on the Service Desk and ultimately on the end customer.>Handle queries and escalations from other CTC Corporate areas and Maintenance providers. Show less

  • Technical Product Manager / Delivery Program Manager

    Apr 2021 - now

  • Manager, Store Operations

    May 2018 - Apr 2021

  • Manager, Retail Support Services

    Apr 2016 - May 2018

  • Sr. Team Lead, Incident and Problem Management

    Oct 2014 - Apr 2016

  • Sr. Team Lead Incident Management, Retail Systems Service Desk

    Jul 2012 - Oct 2014

  • Sr. Team Lead, Operations Integration

    Nov 2010 - Dec 2012

  • Store Associate -> Service Desk Representative

    Jan 1995 - Oct 2010