Alana Dash Email & Phone Number

Brampton, ON, CA

Brampton, Ontario, Canada

• Identify risks/impact assessment for changes and system outages (that impact frontline agents or customers), while protecting key selling periods and support developing effective mitigation plans. Communicate pertinent.
• Communicate upcoming IT/Network changes that may affect frontline call centres or customers to the business
• Create and execute playbooks for extended outages and monthly releases. Acquire validators from various sites and lines of business as well as coordinate contingency messaging, then host cross functional bridges to.
• Liaise with call centre sites to validate as well as perform self validation of identified frontline core applications after high risk changes to monitor system health

Brampton, Ontario, Canada

• Establish, maintain and oversee work schedules for the team. Make adjustments to the schedule to facilitate time off requests, schedule rotation, on-call schedule and shift time changes. Determine when conflicts in the.
• Provide intelligence pertaining to planned IT, Network and Digital changes (including extended outages, and major releases), stakeholder and frontline specialist communications, projects, key selling periods, and other.
• Conduct PIR’s (Post Incident Reviews) with ongoing continuous improvement by evaluating and making recommendations on existing processes and procedures to help with effectiveness and efficiencies.

Brampton, Ontario, Canada

• Proactively monitor various systems to detect system health amongst a combination of different applications
• When frontline and / or customer impacting incidents arise, determine severity, then send appropriate communications in a timely manner to the Executive Leadership Team, management and frontline agents clearly.
• Liaise with relevant cross-functional teams during an incident to assess impact and set action plans for contingency / mitigation, as well as discuss options for apology campaigns when applicable
• Conduct validations across multiple systems / applications during incident resolution, and after frontline / customer impacting Network and IT changes have been implemented
• Create and maintain playbooks for various systems / applications to establish guidance for the Control Tower team during an incident

Kitchener, Ontario, Canada

• Extract accounts from BriteBill for validation
• Identify, document, scope and expedite billing issues as well as revenue opportunities
• Level 1 Validation of invoices within SGI, V21, QA samples and BriteBill in a timely manner (to ensure invoice accuracy, while maintaining Rogers and Fido billing integrity)
• Use effective communication skills to track and report results to other internal departments (Billing & Payment Operations as well as other team members)
• Internet Rate Increase Message validation
• Created an intensive 6 day training package & facilitated this training to various new Agents in this role (in Kitchener, Montreal & India) to ensure a successful handoff to TechM

Kitchener, Ontario, Canada

• Identify, Troubleshoot & fix problems (systems / technical and billing) for our internal & external clients (Rogers Employees & Rogers Customers)
• Think outside of the box (analyzing & detailed thinking) to find creative solutions to solve complex issues.
• Work with multiple different computer systems to find root causes & fixes for issues (SGI, V21, ICM/Maestro, OE1, ETM, etc)
• Liaise with multiple departments to ensure a successful resolution
• Secondary Support (assisting other Agents within the department)

Kitchener, Ontario, Canada

• TM: Managed 17 – 19 Customer Service Representatives as well as Sales Agents from all lines of business (cable, internet, home phone & wireless phone) Manage stats (monitoring handle time with customers, sales.
• TSC: New Hire and cross-trained CSR’s (development, monitoring stats, motivating, results oriented, sales positioning, quality coaching).TSC: Facilitated many training session for new products & services, as well as.
• TM In-Charge: Various assignments for different Team Mangers performing all their functions while they are away (Vacation, etc).
• Floor Support: Support for different floors in the Kitchener Call Centre when TM’s are offsite or in training to assist with questions, amendments, escalations, etc.

Kitchener, Ontario, Canada

• Inbound sales, closing abilities and objection handling
• Won “Top Sales” for Q1 2006 trophy
• Proved each month to be a top ranking performer in all Lines of Business. I was always one of the top ranking sales agents in the Kitchener Centre (competing with about 60 other agents)

Kitchener, Ontario, Canada

• Inbound call centre for cable billing, retail fulfillment, sales and service
• Proven track record for consistently maintaining perfect call quality results

Kitchener, Ontario, Canada

• Selling fitness and nutrition memberships through the use of proper presentation, closing abilities and objection handling
• Proven sales track record. I was always one of the top ranking sales agents throughout all the fitness centre’s in Ontario.
• Obtaining leads by setting up successful cross-promotions with high volume organizations (in a timely manner)
• Acted as Assistant Sales Manager (was brought over to new fitness centre to work alongside the Manager to motivate other Membership Coordinators and improve sales results for the gym as a whole)

Toronto, Ontario, Canada

• Print modeling, trade shows/conventions, movies and television

Mississauga, Ontario, Canada

• Pension & Benefits Administrator/Customer Service Rep, Towers Perrin National Employee Benefits Centre (a professional services firm specializing in human resources and financial services consulting)
• Pension & Benefits administration
• Client and member contact (resolve discrepancies. Provide solutions)
• Chair of the Social Committee/Event Planner (created and executed internal & external events for the Company to boost morale)Promoted from:Accounts Payable and Catering Coordinator
• Invoicing, validation and payouts to full time and contracted employees
• Vendor contract negotiation, meeting room booking, set up and clear meetingsPromoted from:Mail Clerk

Toronto, Ontario, Canada

• Broadcast fax distribution
• Weekly stock quotes
• Office Fire Warden
• Correspondence to and from
• Greeting guests in person & by phone

Toronto, Ontario, Canada

• Greeting clients in person and via switchboard
• Faxes/mail send and receive/distribute
• Filing