Bryan Kwan Email & Phone Number

Calgary, Alberta, Canada

Calgary, Alberta, Canada

Calgary, Alberta, Canada

• Drives operational performance to deliver efficiencies and positive performance results that enable superior customer service, improve processes and engagement of the team
• Leads operational projects in logistical capacities including recruiting, training and development and purchasing of equipment. Also work in partnership with the project team in working out timelines for implementation.
• Provides leadership and vision in order to leverage people and technology to improve overall operational performance. Conducts performance reviews and follow-ups to ensure the team drives business goals while.
• Advises senior leadership on matters that may impact short-term or long-term operational performance and the profitability of the company
• Developed hiring practices and training and development material to further drive team member development and engagement while reducing attrition

Calgary, Canada Area

Calgary

Calgary, Canada Area

• Developing and coaching Frontline Sales Team to success in sales and customer service metricso Revenue Generation improved by 20% in Q3/Q4 2014 from Q1/Q2 of 2014 o Quality hit target of 88% for Top 2 Box score for.
• Analyzed team’s metrics on a regular basis thru my own built reports to discover areas of success and development
• Analyzed data for all of the Calgary Team for key metric indicators to get ahead of trends for opportunities and successes. Developed and executed plans to use this data to drive further success
• Strategic Portfolios (These are in partnership with key stakeholders) including: o Campus Performance – Built reporting and ran regular audits to drive success of Calgary Team. Searched for trending while providing an.

Calgary, Canada Area

• Building National Report about Call Handle Times drive down call times in an effort to reduce Service Levels (Week over Week reporting shows a decrease of 44 sec across the organization from end of December 2012 to May.
• Building National Reports based on Repeat Call Data to drive down the amount of times a single client has to call back into the call center
• Using raw data, built attendance reporting in an effort to drive down innocent absenteeism by 3.5%
• Building ad hoc reports for various Operations Manager related tasks
• Project Managed the move of the Channel Live Order Support Team onto a new telephone technology platform to take incoming calls

Calgary, Canada Area

• Manage Key Performance Indicators while balancing the needs of our front line team
• Help a young tenured Leadership Team learn the different aspects of the role while driving results in a positive manner
• Managing expectations of our partner teams in a consultative manner to reach positive solutions for all parties
• Managed Projects:o Stakeholder and builder of a new training program for our New Hire groups. With a larger knowledge base and expectations of clients, changes were needed to match these expectationso Started the.