Daniel Rassy Email & Phone Number

Los Angeles, Ca, Us

Los Angeles, Ca, Us

Responsible for the content on Mindvalley Academy – online publishing platform. Ensuring the content is well organized, and in line with the Mindvalley brand and standards. Liaise directly with the authors to get their products up on the Mindvalley Academy. In the process of getting these products up on Academy, efficiently manage each project with various teams within the company.Career Highlights:· Analyses and creates product structure. · Quality Assurance–Ensures all products are in line with Mindvalley standards.· Collects relevant resources from author: testimonials, module descriptions, videos, audios, free content, etc. · Coordinates all external teams:copywriting, video, design, launch teams. · Operates & coordinates multiple projects/products at once.

Ontario, Canada

Toronto, Ontario, Canada

Provided keen oversight and maintenance to ID provisioning queues dispatching requests across the team for various issues and access requests to all employeesCoordinated and performed scheduling, staffing and full in class training of a brand new team hired to support the accountEnforced ticket quality and agent quality assurance on all work performed by the teamDemonstrated success in transitioning a new high profile account to IBMDesigned and utilized customized reporting and productivity measurement tools to manage service level agreements as well as quality assurance on all services providedActed as point of escalation to the client in charge of receiving, assigning and supervising the successful completion of the escalationsDesigned instructional materials that matched features and functions to learning needs, to create a high quality classroom experienceResponsible for staffing, training and monitoring team of 25+ helpdesk analysts supporting multiple IBM clients in a 24/7 French and English call center environment (20+ clients)Compiled and submitted comprehensive root cause analysis of all accounts and team members to respective managers and other team leaders on a daily basisResponsible for the development of technical/troubleshooting manuals, training materials and user guides for all non-prime staffMentored, trained and developed several analysts representatives in monitoring call waiting, outages, high severity issues, points of attention for the day, and agent tools and staffing issuesConceptualized and implemented schedule adherence reports for all analysts working in non-prime hours to ensure valid reporting of late, absences and potentially loss of connection to the IBM networkDesigned and prepared teaching aids, course materials, final assessments, and skill evaluations for each group of analysts supporting a particular account which enhanced the retention of new changes in the accounts.

Master Of Computer Applications (M.C.A.), Computer And Information Sciences And Support Services

Bachelor'S Degree, Computer Science