Christopher Paine Email & Phone Number

Québec, Canada

Montreal, Quebec, Canada

Spearheaded process improvements within the customer operations team, enhancing efficiency and aligning with ITIL best practices.• Automated complex reports using Excel, Python, SQL, and SAS, significantly reducing reporting time and improving data visibility for stakeholders.• Developed and automated reporting dashboards to streamline data presentation for stakeholders.• Delivered comprehensive data analysis and regular reporting for various high-impact projects and programs, utilizing Agile methodologies.• Managed data integrity and quality control processes to ensure accuracy of analysis.• Facilitated workshops and meetings to align projects objectives with business needs.• Compiled and presented monthly customer operations KPIs to executive teams, driving strategic decision-making and ensuring alignment with organizational goals.• Addressed ad-hoc reporting and data analysis requests, providing actionable insights to support team initiatives and facilitate change management.• Supported the development and implementation of new systems and technologies to enhance operational capabilities.• Provided training and support to team members on data analysis tools and methodologies.

Montreal, Quebec, Canada

Managed 2 off site call centers with approximately 300 employees that were providing tier 2 escalation support for Bell consumer clients, ensuring all teams consistently met operational KPIs and business goals.• Developed and maintained strong relationships with vendor partners to ensure alignment with organizational goals.• Conducted regular performance reviews and audits of vendor operations to ensure compliance with SLAs and contractual obligations.• Coordinated with internal stakeholders to resolve escalations and improve service delivery.• Implemented process improvements to enhance operational efficiency and reduce costs.• Provided training and support to vendor teams to ensure consistent performance and quality.• Analyzed vendor performance data to identify trends and areas for improvement.• Prepared and presented performance reports to senior management and stakeholders.• Managed vendor contracts, including negotiation and renewal processes.• Ensured adherence to regulatory and company policies and standards.

Montreal, Quebec, Canada

Managed day-to-day operations of several outbound sales campaigns for varying partners, ensuring seamless execution and alignment with strategic objectives.• Led and motivated a team of 9 managers and 97 frontline agents across three sales programs in Eastern Canada.• Monitored and optimized daily team performance to consistently achieve KPIs and quality objectives.• Conducted regular weekly, monthly, and quarterly program reviews for internal and external executive leadership teams.• Acted as a subject matter expert to facilitate the implementation of new tools, processes, and system improvements.• Analyzed reports and metrics, collaborating with internal teams to proactively address emerging issues.• Identified, developed, and implemented opportunities for process and system improvements.• Ensured all staff received proper support, tools, and training to achieve business goals.• Developed and implemented strategic sales initiatives to drive revenue growth and enhance market penetration.• Coordinated with marketing and product teams to align campaign strategies with overall business objectives.• Conducted root cause analysis on performance deviations and implemented corrective actions.• Fostered a culture of continuous improvement by encouraging feedback and innovation from team members.• Managed budget allocations and resource planning to optimize operational efficiency.• Ensured compliance with company policies and industry regulations, maintaining high standards of operational integrity.

Montreal, Quebec, Canada

Operated a successful photography business specializing in wedding, family, couples, and corporate photography. Responsibilities included:• Managing online advertising campaigns and coordinating trade show presence to attract new clients.• Overseeing customer relations and ensuring high-quality service delivery.• Capturing and documenting client events with professional photography techniques.• Editing and retouching images to meet client specifications and maintain high standards of quality.• Conducting client consultations to understand their specific needs and preferences.• Creating and maintaining a professional website and social media presence to showcase portfolio and attract new clients.• Managing booking and scheduling to ensure timely service delivery.• Developing and executing marketing strategies to increase brand awareness and drive business growth.• Coordinating with vendors and event planners to ensure seamless execution of photography services.• Managing the financial aspects of the business, including budgeting, invoicing, and expense tracking.• Training and supervising assistant photographers and support staff.

Montreal, Quebec, Canada

Developed and implemented effective incentive campaigns for the SMB inbound sales department, driving increased sales and significantly enhancing sales ROI.• Provided reporting on KPI’s and ROI results and presented results to the executive leadership team during postmortem meetings.• Analyzed and set agent / TL targets for recognition programs to ensure budget supported profitability. • Reported on areas of improvement within the SMB teams and collaborated with other teams to implement solutions.• Facilitated cross-functional meetings and workshops to gather and document business requirements.• Developed data visualization dashboards to enhance the accessibility and understanding of key metrics for stakeholders.• Implemented data quality control processes to ensure accuracy and reliability of analysis.• Collaborated with finance and operations teams to develop and monitor budgets, forecasts, and financial performance metrics.

Montreal, Quebec, Canada

Implemented new products within the enterprise team in collaboration with the PMO.• Collaborate with the PMO and various departments to ensure seamless integration of new products into the enterprise environment, aligning with strategic business objectives.• Analyze and document current business processes, identify areas for improvement, and develop implementation plans to enhance efficiency and effectiveness.• Oversee project timelines, budgets, and deliverables, ensuring that all milestones are met, and any issues are promptly addressed to keep the project on track.

Montreal, Quebec, Canada

Identified areas in need of improvement then tasked to develop and implement solutions.• Gather and analyze customer feedback and service data to identify trends, root causes, and areas requiring improvement within channel care operations.• Design and implement strategic initiatives and process enhancements to address identified gaps, improving overall customer satisfaction and service efficiency.• Track the effectiveness of implemented solutions, providing regular reports and insights to senior management to ensure continuous improvement and alignment with business goals.

Montreal, Quebec, Canada

Managed team of 25 unionized tier 2 mobility support agents.• Supervise a team of 25 unionized tier 2 mobility support agents, fostering a positive and productive work environment to achieve high performance and customer satisfaction.• Track and analyze key performance indicators (KPIs) to ensure the team meets and exceeds service level agreements (SLAs) and quality standards.• Provide ongoing training, coaching, and professional development opportunities for team members to enhance their skills and improve overall service delivery.

Montreal, Quebec, Canada

Managed team of 25 unionized front line ADSL internet support agents.• Managed a team of 25 unionized frontline ADSL internet support agents, ensuring high levels of performance and customer satisfaction.• Developed and implemented processes to enhance the efficiency and effectiveness of customer support operations, aligning with service level agreements (SLAs) and quality standards.• Provided continuous training and development opportunities for team members, fostering a culture of continuous improvement and professional growth.

Montreal, Quebec, Canada

• Listen to and evaluate frontline agent calls to ensure adherence to company standards and delivery of world-class customer service.• Offer constructive feedback and coaching to agents based on call evaluations, identifying areas for improvement and recognizing exemplary performance.• Collaborate with management to develop and refine quality assurance standards and training materials, ensuring continuous improvement in service quality.