Alan Joseph Email and Phone Number

- Generates, Estimates, and Reviews customer water bills.- Books Field Activities for meter read verifications and meter repairs.- Calls customers regarding high water meter reads and discuss possible causes such as leaks.- Assists with Energy and Water Reporting and Benchmarking (EWRB) requests.

- Creates two daily refund reports. One based on Generation accounts for Billing team stakeholders and the second includes all other accounts for Collections team stakeholders.- Diligently review refund requests by reviewing customer billing history to determine if the credit is owed to the customer. Upon review, the refund is either declined or initiated.- Actions security deposit inquiries including recalculation of deposits, customer notifications, and refunds.- Handles processes… Show more - Creates two daily refund reports. One based on Generation accounts for Billing team stakeholders and the second includes all other accounts for Collections team stakeholders.- Diligently review refund requests by reviewing customer billing history to determine if the credit is owed to the customer. Upon review, the refund is either declined or initiated.- Actions security deposit inquiries including recalculation of deposits, customer notifications, and refunds.- Handles processes related to customer payments and payment plans including but not limited to setting up pre-authorized payments, adding equal payment plans, processing payment transfers, and adding payment arrangements.- Responds to customer and internal inquiries related to payments and collections activities via email or by doing outbound calls to speak with the customer. All the while ensuring a high level of professionalism and in accordance with Alectra Utilities standards and OEB requirements.- Maintains excellent service levels for our internal requests called "To Do's". Show less

- Set up and deploy company laptops, workstations, mobile devices and other associated hardware and software for employees.- Create and audit user accounts and access rights to various applications, including Active Directory, Microsoft Office 365, Concur, NetSuite and DoneSafe.- Aid in the orientation of employees including the set up of their accounts and ensuring they are properly trained to log on, access resources, applications, and printers.- Provide support to all employees… Show more - Set up and deploy company laptops, workstations, mobile devices and other associated hardware and software for employees.- Create and audit user accounts and access rights to various applications, including Active Directory, Microsoft Office 365, Concur, NetSuite and DoneSafe.- Aid in the orientation of employees including the set up of their accounts and ensuring they are properly trained to log on, access resources, applications, and printers.- Provide support to all employees both in-person and online with all technical issues that they incur in a timely manner at multiple company locations.- Provide on-call service desk support.- Identify and effectively prioritize situations requiring urgent attention, escalating when required.- Advise users on appropriate action, providing education and training as needed.- Diagnose and resolve technical hardware and software issues.- Research solutions using available information resources.- Log all service desk interactions and document issue resolution using the Jira ticketing system.- Maintain an accurate inventory of all hardware and software resources.- Provide excellent communication with all end-users and other members of the IT department. Show less

- Provided technical assistance and desktop support to two of CompuCom's clients (GameStop and The HUB).- Resolved/diagnosed any IT related problematic issues with clients over the phone, via chat and using remote access.- Monitored and investigated network issues.- Created and updated trouble tickets with Service Now for record management.- Managed user accounts via Active Directory.- Configured multiple network devices such as routers, printers, WIFI access points and… Show more - Provided technical assistance and desktop support to two of CompuCom's clients (GameStop and The HUB).- Resolved/diagnosed any IT related problematic issues with clients over the phone, via chat and using remote access.- Monitored and investigated network issues.- Created and updated trouble tickets with Service Now for record management.- Managed user accounts via Active Directory.- Configured multiple network devices such as routers, printers, WIFI access points and switches.- Used Citrix XenApp for office connectivity along with troubleshooting Citrix XenApp for clients.- Assisted in installing new workstations.- Created daily summary reports for GameStop team's performance stats for the previous day.- Upgraded hardware and software.- Made sure to operate with the principles of SLA and call quality. Show less

- Worked in a fast-paced environment where you have to recommend the best solutions for customers.- Handled cash/debit/credit transactions in a timely manner.- Configured detailed marketing updates for the storefront.- Ensured my workspace and the whole store was clean.- Trained new staff on store operations and performance metrics.- Counted registers at night to create the nightly bank deposit, documented daily finance and employee performance reports.- Reviewed… Show more - Worked in a fast-paced environment where you have to recommend the best solutions for customers.- Handled cash/debit/credit transactions in a timely manner.- Configured detailed marketing updates for the storefront.- Ensured my workspace and the whole store was clean.- Trained new staff on store operations and performance metrics.- Counted registers at night to create the nightly bank deposit, documented daily finance and employee performance reports.- Reviewed inventory daily to monitor shrink and ordered stock when required.- Arranged shipping and receiving with FedEx. Show less

- Conducted quantitative analysis on call volume in real-time and upcoming forecasts, real-time monitoring of queues and skill sets, regardless of location and identified intra-day trends.- Worked with Operations and remote site locations to manage/resolve downtime and telephony issues.- Created schedules for staff based on forecasts and fluctuating trends.- Conducted real-time monitoring of call center agents through real-time adherence dashboards to ensure schedule adherence and… Show more - Conducted quantitative analysis on call volume in real-time and upcoming forecasts, real-time monitoring of queues and skill sets, regardless of location and identified intra-day trends.- Worked with Operations and remote site locations to manage/resolve downtime and telephony issues.- Created schedules for staff based on forecasts and fluctuating trends.- Conducted real-time monitoring of call center agents through real-time adherence dashboards to ensure schedule adherence and notify support personnel on the floor to resolve adherence issues. Also handed agents' daily exceptions (Entering overtime, processing shift trades, shift adjustments, updating/tracking agent sick time generating schedules and approving/denying vacation requests) with the IEX/Calabrio scheduling programs.- During low call volume, worked with Operations to offer voluntary time off or allocate resources to alternative tasks.- Managed call center queue wait times (ensuring all customers are waiting equal times), adjust call routing via SMC skilling program, activate/deactivate inbound customer greeting messages, generate hourly reports on service levels/average handle times/number of calls received/top 5 call drivers for the hour and generate end of day reports recapping the highest call drivers/important updates from the day.- Identified historic and live data to create solutions to improve service levels and/or processes. Show less

- Called back customers to help troubleshoot their systems via our website "contact us" and technical escalations from agents.- Had to manage time accordingly to finish multiple tasks each day as we were self-managed.- This was a Level 2 service desk. Any problems our level 1 agents could not resolve was sent to our team.

- Received escalated calls from CSR, Loyalty and TSR agents.- Helped host many huddles/info sessions for agents.- Assisted agents in distress by providing real-time floor support.

- Assisted customers with troubleshooting their TV’s and Satellite receiver boxes in an inbound environment.- Used remote tools to help resolve customer issues.- Helped find the best programming package tailored specifically to each customer.

- Received direct and transferred calls from customers that were looking to cancel their services.- Used all available tools at my disposal to create tailored solutions in an effort to prevent customers from cancelling.- Helped resolve customer issues by investigating and resolving technical/billing issues.

- Head organizer of the "Together is Amazing" food drive campaign for the Ontario region.- Built relationships with local food banks.- Acquired relationships and secured donations from various organizations such as the UFC, Maple Leaf Sports & Entertainment, Rogers SportsNet and the NHL (Curtis Joseph).- Coordinated with employees nationally and company-wide (Global TV, Warehouse, Satellite and Cable).- When the month-long initiative wrapped up, Shaw had surpassed its target and… Show more - Head organizer of the "Together is Amazing" food drive campaign for the Ontario region.- Built relationships with local food banks.- Acquired relationships and secured donations from various organizations such as the UFC, Maple Leaf Sports & Entertainment, Rogers SportsNet and the NHL (Curtis Joseph).- Coordinated with employees nationally and company-wide (Global TV, Warehouse, Satellite and Cable).- When the month-long initiative wrapped up, Shaw had surpassed its target and over 2.5 million pounds of food had been donated to food banks nationally, making it the most successful food drive in Canadian history. Show less

- Taught English to children between the ages 2 to 12 on a daily basis in Japan.- Created, updated, and executed lesson plans for children ages 2 to 12.- Helped motivate kids to stay positive in and out of school by helping them achieve their personal goals.- Learned conversational Japanese to develop a better connection with my students and their parents.

- Ensured received shipment inventory was correctly entered into the system. - Created shipping labels.- Made sure the packages were loaded on the correct trailer.- Kept warehouse shipping inventory/workspace clean and organized.

- Welcomed visitors to have a safe and unforgettable experience.- Co-hosted special corporate team building events.- Supervised the batting cage Pavillion. - Made sure that equipment met health and safety standards.

- Collected entrance fees, welcomed patrons and reviewed ticket sales on a nightly basis.- Worked in all levels of employment from Bar-Back, Security and eventually Management.- Kept patron’s safe by searching all guests for any banned articles.

- Was also the Games Manager.- Received, labelled, managed game shelf space.- Was also an Active Seller. Walked the floor advising customers of our best promotions on our busiest nights and meeting sales targets. Also had the freedom to design and execute promotions.- Adhered with street date deadlines for product releases.- Ordered stock before the current quantity ran out (Inventory maintenance).