Andrea Fraser Email & Phone Number

Richmond Hill, Ontario, Canada

• Lead daily overall departmental execution excellence inclusive of planned requirements and the integration of forecasted demand
• Overall Orchestration of Demand and Supply Balance
• Facilitate Issues & Actions dialogue and resolution across all functional stakeholders including but not limited to Sales, Operations, Configuration Services, and Project Management teams
• Communicate & collaborate with stakeholders, ensuring compliance and engagement.
• Host Daily Huddle / Working sessions to drive resolutions and action plans with cross-functional stakeholders
• Recommend and consolidate production and capacity plans

* Managed the National Project Planning Team consisting of several direct reports. * Provided oversight and guidance for project-based activities ranging from simple to complex projects within the department, including validating project requests and assignments.* Coordinated, scheduled, and supported a team of Field Technicians.* Status and Communication.

* Monitored, organized, and coached Deployment Technicians on a daily basis; staff adherence to scheduled shifts. * Motivated staff through performance feedback/recognition programs; conducted performance reviews and managed staff requests. * Provided technical support to staff and Technicians. * Oversaw all KPIs, Objectives, SLAs, ensuring successful.

* Responsible for all service delivery activities for assigned accounts. * Provided Customer statuses via monthly and/or quarterly Customer Business reviews.* Single point of contact between the Compugen delivery organizations, and the Compugen Customer Care organizations concerning all service delivery matters. * Utilized best practice project management.

* Acted as the main point of contact for Retail Client escalations. * Chaired weekly Regional Manager Meetings to discuss missed SLA Retail Client tickets; ways to improve SLAs; and address Regional Manager concerns and Client concerns to the Retail Managers. * Chaired daily Client Meetings to address open/closed tickets (missed SLAs; inventory issues.

Toronto, Canada Area

* Ensure a positive customer experience by effectively providing exceptional customer service support to new and existing Customers.* Respond accurately and in a professional acceptable manner to e-mails/phone calls from Customers; react proactively to minimize the escalation of customer complaints by working to resolve issues in a timely manner.* Handle.

Toronto, ON

* MBRs (Monthly Business Reviews) for month-end reporting, Service Desk Reporting and Ad Hoc Report requests. Compiled requested data in a report format using Excel/PowerPoint and automating the reports using ServiceNow. Gathered monthly data from the Service Desk and Managers via ServiceNow to track a trend analysis month over month/year over year for.

* Client Notification Crafted all incident updates from the Technical teams into plain language for External client reporting and acted as the Liaison between the Service Desk, Assignment Groups, Symcor and External Clients. Managing end-to-end communication with the External clients. Provided responsive, proactive and timely incident updates to the.

* EscalationsProvided managerial support to all customer service departments regarding escalations received from Customer Service to the Executive Branch to The Ombudsman’s Office. Negotiated win-win solutions with the client while ensuring the needs of the business were maintained.* Handled CRTC (Canadian Radio & Television Commission) and BBB (Better.

Sociology

Certified Customer Service Specialist

Associate'S Certificate, Business Analysis

Administration And Information Management Program