Adam Oran Email & Phone Number

Toronto, ON, CA

Toronto, Ontario, Canada

Toronto, Ontario, Canada

• Analyze customer ticket volumes, trends, root cause analysis, and customer journey. Reduce tickets/1000 customers by providing detailed analysis and business case, and actioning projects to enhance self-serve.
• Create and implement performance benchmarks, KPI’s and SLAs, with the ultimate goal of improving efficiency and customer satisfaction while delivering world-class service.
• Implement Quality Assurance standards and goals with regards to the ZOLEO customer experience team
• Standardize training and onboarding approach by launching Talent LMS; consolidating 200+ KB articles into self-driven and engaging courses.
• Introduce rewards and recognition program for staff to enhance engagement and foster positive team culture.
• Analyze and streamline the customer support IVR, introduce skill-based routing to enhance customer journey and leverage agent expertise.

Toronto, Ontario, Canada

• Oversee the operation of four departments: Customer Support, Partner Support (Dealer Support), Inside Sales, and Corporate Care
• Responsible for strategic decision making and project management
• Root Cause Analysis and Top Driver analysis monthly
• Oversight on departmental and individual targets and performance
• Manage communications and interdependencies between my departments and teams
• Handle complex or escalated customer or business impacting issues

• Transferred to Cengage Canada upon their acquisition of Nelson’s higher education division.
• Oversee day to day operations including customer support service levels for cases and calls, order fulfillment, warehouse returns, digital refunds, and inventory forecast and planning.
• Quality Assurance: Ensure quality of interactions via phone and email are world-class in all aspects of service, and accuracy.
• Monitor employee’s productivity: provide metrics and motivate team to meet and exceed S.M.A.R.T. Goals
• Create Standard Operating Procedures (S.O.P's) for new and existing processes
• Track attendance, vacation, and sick time as well as adherence to schedule for all team members

Toronto, Canada Area

• Key Responsibilities:
• Responsible for overseeing, motivating and leading the Customer Support Team
• Ensure quality of interactions via phone and email are world-class in all aspects of service, and accuracy.
• Monitor employees productivity; provide metrics, and coach to S.M.A.R.T. Goals
• Create Standard Operating Procedures (S.O.P's) for new and existing processes
• Track attendance, vacation and sick time as well as adherence to schedule for all team members

• Key Responsibilities:
• Continuously optimize and monitor performance of outbound email productivity
• Create segmentation strategies to identify and provide value to high value subscribers (based on key identifiers such as ARPU, Credit Profile, Rate Plan Subscription, Device Subsidy Status, Email Engagement.
• Work closely with Marketing team to optimize campaign response through Customer Care
• Oversee performance and productivity of community managers handling response to concerns via Facebook/Twitter interactionsKey Achievements:
• Managed the Social Content team of 15+ agents who were responsible for all inbound and outbound social communication via Facebook, Twitter, and Inbound/Outbound Email

Key Responsibilities: Headed the Support Channel for every Freedom store in Canada and was pivotal to success of Freedom Mobile during period of substantial subscriber increaseEnsured customer concerns regarding in store interactions are escalated through appropriate channels. Worked closely with Area Sales Managers to address and resolve any issues and.

Windsor

• Key Responsibilities:
• Responsible for Managing the Electronic Merchandise dept. and sales of Televisions, Cameras, and Desktops/Laptops
• Coach and develop the department team, through setting expectations, communication, coaching, feedback and ongoing support
• Continually motivate the department team and performance through recognition programs, store contests, customer compliments, etc.
• Provide continuous feedback and coaching to Associates using Sales Reporting, Huddles and formal performance evaluation programs
• Established department plan and followed up on execution of weekly price changes and department POP as per weekly communication

Windsor

• Responsible for opening and closing the Store per Operating policies, maintaining keys to the Store, and accountable for ensuring the Store and Company assets are properly safeguarded and secured at all times
• Communicate sales performance results to share progress updates with the Team and provide clear, easy to execute action plans to drive sales results, as required, in the absence of the Store Manager
• Execute store operations during scheduled shifts in absence of Manager or as assigned, which may include, but are not limited to: Inventory Management (RMAs, Shipping, Receiving), Banking (Cash Management, Daily.
• Assist in providing on-the-job training for new hires and the continued training and development of team members by providing on the floor peer coaching/observations as needed. Provide feedback to Store Manager on.
• Provide information to our customers on warranties, care and maintenance of their devices, activating or troubleshooting their devices, and hardware specifications.
• Report any issues or escalations to your Manager

• Key Responsibilities:
• Deliver excellent customer service that ensures ongoing sales and high levels of customer satisfaction
• Work with customers to determine their needs and then recommend the right product to solve the customer’s problem
• Assist in ensuring that the product presentation area is clean and organized
• Develop and cultivate strong buying relationships with customers
• Use company literature and available training resources to stay up to date on product features