Adam Oran Email & Phone Number

Toronto, On, Ca

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, automation, and deflection. • 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. • Ensure that with a customer base that is growing exponentially every year, our business model remains scalable and maintainable by forecasting volumes and staffing needs in advance and planning accordingly to meet SLA goals. • Leadership – mentor, lead and develop a team of 25+ direct reports including managers, team leads, and frontline staff. Provide coaching and support, set SMART goals and evaluate performance. • Escalation – go to contact for escalated customer /operational issues. Able to act as a voice of CS during key stakeholder meetings regarding operational direction and developments.

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• Manage knowledgebase upkeep and agent training protocols, determine training initiatives and areas of focusKey KPI Accomplishments: • Reduced call center abandon by 46% YoY• Reduced voicemail rate by 52% YoY• Increased CSAT score to 96% on average per month• Increased chatbot interaction 126% YoY with containment rate of 74%• Reduced inbound ticket volumes by 40% YoY through SSO and FAQ KB Article implementationKey Implementations: • Successfully managed transition to Zendesk ticketing system• Updated and modernized customer support IVR phone system• Greatly enhanced self serve options through implementation of chatbot and conversation tree• Instituted Quality Assurance rubric and call grading standards• Created a 2 week standardized training program and onboarded 10 new hires, doubling team• Introduced dept. targets and individual KPIs for AHT, Abandon, Hold Time, FCR, CSAT. • Created a points based incentive program to motivate team members• Consolidated and organized all knowledge articles and converted to self-led LMS courses

• 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• Handle sensitive customer cases and escalations.• Recruitment, Hiring, Training and Development for new and existing team members.• Work closely with Regional Sales Managers on high value B2B accounts.• Responsible for monthly incentives and rewards for customer supportKey Achievements:Reduced handle time for phone calls by 2.5 minutes on average by implementing process flow charts, scripts, and indexed job aides. Reduced inbound support case total by 37% by providing self-serve options to bookstores seeking to place orders online through newly developed “Service Plus” portal. Worked with manufacturing to develop and manage a new supply chain and order management process. Cleared backlogged inventory of $3M in 2 months. Organized weekly meetings with stakeholders to forecast inventory needs, address open orders, and initiate reprints and manufacturing. Created a new knowledge data base for training purposes containing standard operating procedures and job aides where none existed before.

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 • Handle any and all customer escalations as needed• Involvement in the recruitment & interviewing of new staff• Execute on special project and partnership integration as it pertains to customer support (Edwin, Westhall, myON)• Drive the vision towards success and continued learningKey Achievements:• Led the project management team that implemented a new soft phone system for Nelson Customer Support (Bell On-Demand Contact Centre). • Programmed the IVR; including all recordings, menu tree options and call pathways.• Tasked with finding and implementing a new email ticketing system. Worked closely with Salesforce to implement Service Cloud and program all email queues, reports, dashboards, and customer accounts.

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, Campaign/Social Interactions)• 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• Utilized advertising analytics to continuously improve brand awareness and market share• Innovated the department by removing pre-written templates and coaching agents to great success in free form writing in social media setting• Successfully maintained and exceeded productivity targets during several significant targeted email and Social Media marketing campaigns• Oversaw the launch, design, and optimization of a brand new email software and ensured it was designed to suit the departmental needs and increase efficiency

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 prevent escalation to CRTC or Better Business Bureau.Led a team of 30+ agents as well as seasonal back-ups; managed performance, efficiency, quality assurance, scheduling, pay inquiries and other concernsWorked with internal/external stakeholders to execute merchandising audit and mystery shop programs.Manage, oversee, enhance, and bring to market various sales support programs in store.Ensure all promotions are executed and functioning properly in storeKey Achievement:Played a key role in ensuring Freedom Mobile’s expansion to one million customers by working closely with the executive leadership team to execute strategic initiatives

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 • Oversee the design and creation of merchandising and sales displays • Assists in the preparation and execution of annual inventories • Followed and ensures compliance of all corporate LP, and OH&S policies and procedures

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 Deposits), Merchandising, etc.• 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 Retail Specialist performance during shift• 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• Sell merchandise and process payments by totaling purchases and processing cash, debit, or credit card payments appropriately and ensure proper cash management practices are being followed by Retail Specialists on shift• Accurately document sales and/or customer account changes in our Company systems and databases• Lead by example in ensuring that all Retail Standard Operating policies, processes, and procedures are being adhered to in the absence of the Store Manager• Foster a rewarding work environment for all team members through regular praise and recognition• Participate in and facilitate mandatory team meetings and on-going training sessions, as required, so to ensure an environment of continuous learning and growth

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