Chuck Warren Email & Phone Number

Ottawa, Ontario, Canada

Responsible for the oversight of all escalated client issues through the development life-cycle. Act as the customer advocate with other functional teams, ensuring various and often competing priorities are coordinated effectively, while ensuring timely and comprehensive updates are shared with both internal and external stake-holders.Agile Product Owner for flagship software product of the business.Lead and collaborate with cross-functional teams in a virtual and remote… Show more Responsible for the oversight of all escalated client issues through the development life-cycle. Act as the customer advocate with other functional teams, ensuring various and often competing priorities are coordinated effectively, while ensuring timely and comprehensive updates are shared with both internal and external stake-holders.Agile Product Owner for flagship software product of the business.Lead and collaborate with cross-functional teams in a virtual and remote environment.Act as primary liaison for Support on Cross-Functional Program teams.Continually identify process deficiencies and implement adjustments to reduce resolution times.Responsible for compilation and delivery of reports consumed by C-level executives. Show less

*Supervise and maintain operations of 15 member Worldwide Senior Customer Support organization.*Liaise with clients to ensure all client needs are met.*Demonstrate initiative in learning and assisting colleagues with new and existing technologies. 85% of team members obtained internal promotions to other departments within the organization.

*Lead the creation of a senior support organization which provided Level 2 support previously not handled within the department, ensuring staff was capable of handling more complex issues which arose through escalation process.*Through mergers and acquisitions, successfully guided team through amalgamating all support, previously provided at 4 other locations, into our centre which lead to significant cost savings and efficiencies. Synergies accomplished lead to customer service being… Show more *Lead the creation of a senior support organization which provided Level 2 support previously not handled within the department, ensuring staff was capable of handling more complex issues which arose through escalation process.*Through mergers and acquisitions, successfully guided team through amalgamating all support, previously provided at 4 other locations, into our centre which lead to significant cost savings and efficiencies. Synergies accomplished lead to customer service being maintained or increased significantly.*Developed constructive relationships with various internal departments key in providing successful deployments and experiences for customers. Relationships subsequently aided in expediting resolution of client issues Show less

*Responsible for the Mentoring & Coaching of Level I, Level II Agents.*Actively Participate in Team Lead Meetings to discuss center wide proposed changes and issues.*Participated in the Development, Deployment, Review & Management of Internal Policies & Procedures

*Responsible for answering customer inquiries via phone, email and online chat.*Responsible for delivery of Agent Metrics & Statistics.*Delivered Mentoring & Coaching to colleagues.*Monitor interaction Queues to ensure timely interaction with Customers to meet SLA’s.

*Responsible for answering customer inquiries via phone, email and online chat.*Take inbound interactions (Phone, Voice Mails & E-Mail) from interaction queues.*Consistently recognized as a top performer in customer satisfaction and cases handled.

*Provide support to customers encountering difficulties with Internet connectivity and email delivery issues.*Deliver exceptional customer service through extensive product understanding, familiarity, and enthusiasm.