Experience

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  Just energy

  Jan 2000 - Jan 2006

  Manage Service Levels, identify call arrival patterns and utilize available resources appropriately to ensure that Service Level targets are met.Manage all record keeping for staff absences and vacation requests.Maintain staff schedules and facilitate amendmentsLiaise with supervisors and other business units within the department to generate event specific schedules.Manage time sheet tracking for overtime hours or hours worked for all staff.Provide basic telephone support to the Telecommunications Specialist.Manage WFM reporting requirements as occasion dictates.Review and maintain schedule rotation to ensure appropriate distribution of shifts.Manage a WFM team consisting of three analysts.Complete performance appraisals semi-annually.Manage and develop existing and new IVR’s/Workflows through Ice Administrator Show less Creating/Analyzing reports and providing feedback to Senior Management.PBX and Meridian Mail Programming corporate wide.Training and setting up new employee phones (Meridian).Responsible for payroll for approximately 130 employees plus incentive calculations.Working closely with IT Department on projects and system issues.Working and implementing new call centre ICE system.Responsible for assigned special projects; on call in case of emergency.Responsible for co-coordinating department re-location, revising floor plans and contacting outside vendors for assistance Show less

  • Workforce Management Team Lead

    Jan 2004 - Jan 2006

  • Operations Support Analyst

    Jan 2002 - Jan 2004

  • Customer Service Representative

    Jan 2000 - Jan 2002
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  Just energy

  Mar 2006 - Apr 2019

  A leader of implementation, design & architecture of complex telecommunication systems, complex maintenance and management activities. Governing the creation, modification and enforcement of standards, security and operations of existing and next generation voice & telecommunication network. Accountable for managing a team of voice administrators, ensure timely project management, staff development, process improvement, performance management, contribution to strategic planning and hiring and release of staff members. Develop and maintains strong relationships with other Just Energy business units, external business partners and supporting vendors. Show less Advanced to Telephony Administrator role to provide IT leadership for corporate technology infrastructure located in offices international wide. Assist with large-scale enterprise telephony implementation projects and performance tuning and monitoring of applications/systems. Help set long-range technical direction and DR plans and responsible for providing support for telephony systems and infrastructure globally. As part of a global team supporting IT Telephony infrastructure, tasks to maintain, troubleshoot, configure and implement telephony equipment. This includes but is not limited to system software, trunking and network integration. Other duties include Avaya, Aspect and Nortel support. Under direction, provide production support for large digital and analog voice communication systems at multiple global locations Show less

  • Manager, Telephony Services, Information Technology - IT - Customer Service Operations

    Apr 2016 - Apr 2019

  • Team Lead, Telephony Services, Information Technology - IT - Customer Service Operations

    Feb 2012 - Apr 2016

  • Telephony Administrator

    Mar 2006 - Feb 2012
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  Cineplex

  Apr 2019 - Oct 2020

  Information technology help desk manager

  Manage a team of IT Helpdesk Leads & Specialists to provide exceptional IT support to the Cineplex user community.

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  Wawanesa insurance

  Oct 2020 - now

  Supervisor, technical services ~ enterprise voice & contact center technology