Glen R.

Experience

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  Digital Courier International

  Aug 1997 - Dec 2000

  Technical Support

  - Provided Technical Support on Grave Shift- Monitored and backed up security camera footage- Sent commercial-related instructions to radio stations

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  Top Producer Systems

  Jan 2000 - Apr 2002

  - Technical support for System 6, real estate software- Technical Support for Top Presenter- Technical Support for Hot Marketer- Technical Support for Top Dollar- Research Department for Top Presenter, Hot Marketer, Top Dollar- Worked with corporate members on Top Dollar features, QA issues- Provided customized support for ftp configuration for Hot Marketer Support

  • Customer Service Representative

    Mar 2000 - Apr 2002

  • Support Agent

    Jan 2000 - Jan 2002
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  ITL Solutions

  Apr 2002 - Nov 2005

  Manager, Customer Relations

  ITL Solutions was a software company responsible for selling and supporting QMember, a charity management software title for Windows.Manager, Customer Services:- Directly supported all clients by phone and email.- Co-designed issue tracking software for internal use.- Designed and conducted extensive training programs.- Performed on-site training for software.- Oversaw and managed all aspects of customer services and support.- Worked with prospects by running through a complete demo of software features.- Wrote all internal policies and procedures for customer support department.- Attended and held meetings with executive team and owners.- Performed all quality assurance testing on software.- Proactively contacted customers on a regular basis to touch base.- Assisted with basic network setup in client office to ensure proper operation of software.- Trained new staff on software and support policies. Show less

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  Tiltproof

  Jun 2006 - Jun 2009

  - Primarily managed the Grave shift.- Was in previous role of Supervisor for only 5 months before being promoted to Operations Manager.- Explored, tested and proposed new mentoring process, resulting in reduced floor noise/activity, better accountability, improved communication between mentor & trainee.- Was senior management on shift during many software rollouts and upgrades.- Oversaw technical team and immediately improved communication and related handbook management.- Managed up to 40 direct reports.- Assisted with Crisis Management workflow.- Worked closely with HR to ensure internal policies and conduct were adhered to.- Mentored 3 Team Leads to improved team chemistry and communication and personal development.- Maintained high standards of quality.- Dedicated to attend all operational meetings regardless of time. This often meant being in the office for up to 14 hours as my shift was overnights.- Increased productivity by 70% between June 2008 and January 2009, without dropping quality standards.- Direct communications with Dublin Operations Manager & supervisors.- Managed all general Handbook document (Email support) contents.- Reviewed quality issues within both local team and Dublin CS. Show less - Promoted within 2 months of Team Lead promotion.- Supervised team of up to 20 reports on Grave Shift in both email and phone support capacities.- Created Incentives team to help establish consistency in productivity and quality with employee rewards.- Assisted in Handbook documentation content.- Created first automated Quality Assurance spreadsheet.- Mentored and promoted two team leads, who went on to be further promoted to Supervisor.- Handled expedited Supervisor emails to customers.- Worked closely with HR to ensure internal policies and conduct were adhered to.- Conducted team meetings. Show less

  • Operations Manager

    Jan 2007 - Jun 2009

  • Supervisor

    Aug 2006 - Jan 2007

  • Team Lead

    Jun 2006 - Aug 2006
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  LB Communications

  Jan 2008 - Oct 2012

  Managing Partner, Leads Generation

  This division manages and generates leads for Mortgage Brokers.

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  IFM Services

  Jul 2009 - now

  I operate both the Annacis Island and Westham Island swing bridges. Both locations involve stopping traffic and opening the bridge for a marine vessel to pass through. Both locations include a daily bridge inspection to ensure operation is still safe and to spot preemptive maintenance opportunities. For the Annacis bridge, I also communicate with Southern Rail (SRY) to ensure safe transit for the trains when between the rail interlocks.

  • Operations Specialist

    Jul 2010 - now

  • Bridge Operator

    Jul 2009 - Jul 2021
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  Transroute International

  Jul 2009 - Dec 2009

  Supervisor, Quickpass (Golden Ears Bridge)

  - Contract Work- Managed team of up to 16 employees performing image review- Created training documentation for image review- Assisted in all policy/procedures for image review.- Tested and implemented text replacement software, increasing productivity and accuracy.- Responsible for all closing duties, including cashing out front-end customer service representatives.- Conflict resolution.- Keyholder for Pitt Meadows location.- Issued transponders to clients.- Responded to escalated emails from customers.- Managed phone queues to comply with KPIs Show less

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  QED Software Solutions Ltd

  Nov 2009 - Jun 2011

  Documentation

  - Manage content for QTrades knowledge base.- Initial testing for new/updated features in QTrades Software.- Narrate and produce How-To videos, hosted on YouTube.- Support for all QMember clients.- Update specific sections on corporate website.

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  OneCrazyDeal

  Jan 2011 - May 2012

  Owner/Managing Partner

  OneCrazyDeal.NET is a daily deals service based in Metro Vancouver. We do things that separate us from the competition.- Assisted in site design and testing.- Content management.- Responsible for social networking presence.- Selling the service to Merchants. - Working with clients to in deal design.- Advertising the site both on and offline.- New subscriber generation.- On-going feature design.- Everything one would imagine in the design, testing, and launching a project of this size!- And so much more. Show less

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  CORIX Group of Companies

  Aug 2011 - Jun 2012

  Field Technician

  Responsible for installing BC Hydro Smart Meters.- Contract Position- Responsible for safely removing old BC Hydro analog meters- Observed basic electrical safety- Analyzed meter and base for evidence of diversionsATCO Gas (Calgary/Edmonton AB)- Perform Quality Assurance on gas meter retrofits

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  Sidestep Coaching

  Jan 2012 - Jan 2017

  Business Coach/Franchise Development

  - One on One Business coaching for Mortgage Brokers, Financial planners, Insurance brokers and other service-based professions.- Help to identify target markets for service-based professionals.- Analyze and/or Develop marketing campaigns- Develop Corporate Training documentation and strategies- Conduct training, both one on one and in corporate environments- Develop and conduct focused seminars for service industry professionals- Franchise development- Franchise support- Business strategy development & implementation Show less

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  Choxi.com Inc.

  Apr 2014 - Sept 2016

  Customer Service Supervisor

  - Managed crew of around 40 customer service representatives- Created lines of communication for reporting urgent vendor issues- Direct email communication with hundreds of product vendors- Worked with company buyers on addressing vendor needs- Monitored productivity levels- Assisted with Quality Assurance scoresheet creation- Responded to Better Business Bureau threats from irate customers- Sourced supportive product documentation- Mentored three team leads to show different ways of obtaining results in leadership- Established and maintained high quality assurance standards for the dept. Show less

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  Corvista Inc

  Nov 2016 - May 2018

  Received and responded to customer inquiries via Email. Reviewed prescriptions to ensure readability and accuracy. Assisted internal employees with external email communication to customers. I recommended a tool that can automate a lot of the email duties, which resulted in an immediate increase in productivity and drastically shortened response times to customer inquiries. Responding to customers via email communications. Helping customers via phone support.Setting up new accounts.Placing orders.Review shipment details.

  • Email Communications

    Nov 2017 - May 2018

  • Customer Support

    Nov 2016 - May 2018
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  Grey Snow Poker

  May 2018 - Oct 2020

  Customer Service Team Lead

  CS Team Lead. Created and maintained email support templates, internal knowledge base. Reviewed new signups on various sanction and politically exposed lists. Reviewed accounts for evidence of multiple accounts or connections with other players. Examined cashout requests for evidence of money laundering, collusion or fraudulent activities. Responded to player emails and performed requested activities such as registering for local or network tournaments, reviewing rake progress, or general account related inquiries. Show less

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  Canadian Coast Guard College

  Jul 2021 - Jan 2022

  Canadian Coast Guard MCTS

  I've joined the Canadian Coast Guard for a role in the Marine Communications and Traffic Services division. This is an important role for the safety of vessel traffic and environment protection.I am currently enrolled in the Canadian Coast Guard College where I am learning my craft.