Michael Moran

Experience

• 

  Rogers Communications

  Nov 2011 - Jun 2012

  The service trainer is responsible for training all employees on the various products and services the company supplies. He is also responsible for training new employees, and current employees in the transition to new departments.Also responsible for the following:- Subject matter expert on all trainings delivered- Follow through on employee performance after training in class- Managing late and absences during classes- Helping Instructional design team developing training programs- Consult with senior management team to identify issues, and suggest training solutions. Show less

  • Service Trainer

    Jul 2007 - Jun 2012

  • Business Services Manager

    Nov 2011 - May 2012
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  TELUS

  Sept 2012 - Mar 2022

  Responsible for a team of 300+ customer Care and Service Assurance agents located in Canada, Central America and Philippines. Responsibilities includes:- Service levels across 2 departments, in both French and English, including teams with Service level agreements with gov't entities.- Resources and headcount management- Training strategy for all resources and assets- Process improvement and implementation- Customer Care and service assurance prime in core team of new Wireless products launch.- Mentor to new management professionals through workshops, 1-1 coaching, shadowing, and projects- Drive digital adoption strategy- Drive revenue generation and retention- Drove 70% reduction in customer complaints and escalation for Business VoIP solution- Drove 92%+ customer satisfaction- Reduction of call per customer of over 10%, while absorbing a growth of 30%+ of customer base Show less

  • Operations Manager

    May 2018 - Mar 2022

  • Team Manager - Operations

    Mar 2016 - Apr 2018

  • Quality Manager

    Jul 2015 - Mar 2016

  • Business Help Desk IV

    Sept 2012 - Jul 2015
• 

  INAP

  Dec 2019 - Jan 2021

  Manager, Technical Support

  - Created a professional development program- Promoted a rise in employee engagement of 15% and climbing throughout the year- Trained and coached my manager peers in their new roles- Fostered a culture of open feedback, accountability and development within the team, leading to several promotions within the organization- Established community involvement programs- Part of our social committee to promote team engagement- Created Workforce management processes (schedules, vacations, staffing, etc.) Show less

• 

  Shopify

  Mar 2022 - now

  Vendor Performance Lead