Bill Raynor

Experience

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  Provincial Guard Force

  Jan 1993 - Jan 1994

  Bonded Security and Private Investigator

  Provide Security for contracted clientsBasic First AidPatrol and keep the peace

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  Self Employed - Painter

  Jun 1994 - Nov 1998

  Painter

  Self-Employed Internal and External House Painting

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  OLS Inc.

  Dec 1998 - Aug 2006

  ● Defining and establishing the overall quality strategy and approach to determine, investigate, and resolve data quality issues.● Utilizing profiling, quality tools and various data sources in order to determine root causes of Customer Satisfaction surveys.● Establishing an on-going process to maintain quality data and defining quality audit processes.● Identifying and leveraging opportunities to improve the quality management processes, systems and standards.● Working closely with clients and internal business units to discuss site quality scores.● Recommending modifications and changes, if any, to the appropriate departments.● Training other Quality Analysts and assessing work performance.● Chairperson of the Facilities Committee (2003-2005) Show less ● Answer inquiries and provide information and/or technical support to customers by phone and email.● Handled Technical email correspondence.● Provided Tier 2 Internet Technical Support.● Perform Quality Evaluations on Tier 1 associates.● Educate customers on services offered and arrange for billing.● Receive Payments and arrange for credits or refunds.● Log complaints and escalate calls when appropriate.● Maintain records and statistics.● Awarded Employee of the Month November 2001 and March 2002. Show less

  • Quality Assurance / Customer Satisfaction Coach

    Apr 2004 - Aug 2006

  • Technical Support/Quality Analyst - Tier 1 & 2

    Dec 1998 - Apr 2004
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  OLS

  Aug 2006 - Nov 2009

  ● Directly train and manage 6 Quality Assurance Associates.● Create and maintain scheduling for Quality Analysts for 7 day/week coverage.● Conduct weekly meetings with quality teams to set targets, discuss statistics and foster a team environment.● Perform weekly trend analysis on key client performance indicators.● Exceeding and meeting departmental objectives, including client targets.● Review, document and present site performance to clients and senior management on a weekly, monthly and quarterly basis.● Creating sense of ownership within the quality team and resolving issues.● Looking constantly for development as well as continuous improvement for the entire team.● Monitoring, organizing, and coaching team on a day-to-day basis.● Carrying out team meetings and actively participating in the monthly and weekly meetings with Operations.● Documenting reports on each team member’s performance, targets, action plans and annual performance appraisals. Show less ● Motivating and inspiring a team of 15-25 Associates to surpass their potential.● Improving the team and facilitating the communication among the members of the team.● Exceeding and meeting departmental objectives, including client targets.● Creating sense of ownership within the employees and resolving employee issues.● Looking constantly for development as well as continuous improvement for the entire team.● Monitoring, organizing, and coaching team on a day-to-day basis.● Communicating the company’s purpose, core values, vision to the front line employees.● Striving for new ways continually, to increase the opportunities of sales.● Handling escalated calls, complaints, questions and queries.● Carrying out team meetings and actively participating in the monthly and weekly meetings including up-training exercises.● Recruited, selected and trained staff for launch of Antigonish site in summer of 2006.● Corrective action management.● Awarded top sales Team Manager in May 2007 and Team Manager of the month June 2007.● Documenting reports on each team member’s performance, targets, action plans and annual performance appraisals. Show less

  • Quality Manager

    Nov 2007 - Nov 2009

  • Team Manager

    Aug 2006 - Nov 2007
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  Online Support Inc

  Nov 2009 - Jun 2012

  Quality & Training Manager

  ● Directly train and manage 6 Quality Assurance Associates, 3 Trainers and 6 Lead Associates.● Create and maintain scheduling for Quality, Training and Lead Associates for 7 day/week coverage.● Review and approve all new hire training and lead associate working hours for payroll.● Supported top ranking vendor site for 3 consecutive quarters.● Conducting weekly meetings with trainers and quality teams to set targets, discuss statistics and foster a team environment.● Perform weekly trend analysis on key client performance indicators and 30/60/90 attrition.● Create action plans and develop new training to close information gaps between new hire training and production.● Review, document and present site performance to clients and senior management on a weekly, monthly and quarterly basis.● Provide advice, guidance, and direction to trainers and quality analysts to assist their professional development on a 24/7 basis. ● Corrective action management.● Provide probationary and annual staff appraisals.● Responsible for education and adherence of all program policies within the corporate framework.● Facilitate meetings for both clients and corporate stakeholders.● Encourage open communication by gathering thought leadership and employee feedback to share with client.● Responsible for maintaining good working relationships and promoting good public relations with staff, clients and the community.● Behavioral interviewing of potential Trainer, Quality and Lead Associate candidates. Show less

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  Ultramar

  Jun 2012 - Apr 2017

  Manager

  Manage and drive business at the Ultramar Corner Store location in Charlottetown, PEManager and hire staffCoachingInventory tracking and maintenanceFinancial ReportsMargin AnalysisBank Deposits

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  Buchanan Technologies

  Apr 2017 - Aug 2021

  OnboardingPersonnel FilesKnowledge base writerPolicy writerCurricula DevelopementClient FacingTrainingQuality Assurance

  • Service Delivery/Operations Manager

    Jan 2019 - Aug 2021

  • Training Manager & Knowledge Base Coordinator

    Apr 2017 - Jan 2019
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  Invesco Canada

  Aug 2021 - now

  • Manager, CX Infrastructure

    May 2024 - now

  • Associate Manager, CX Infrastructure

    Aug 2021 - May 2024