Derek Taylor Email & Phone Number

Toronto, Ontario, Canada

Futures and Options Trader, Investor, Private Lender

Toronto, Canada Area

Lead first and second level operational service delivery, provide the public with a high-quality service experience with a focus on service level consistency, first call resolution and effective solutions to sensitive and escalated customer issuesProvide leadership oversight to customer care staff and peer support teams (communications, projects, training, etc.) to ensure cohesiveness, the optimal use of team skills and the achievement of performance objectivesEstablish departmental/divisional policies and procedures related to customer service delivery and manage the preparation of statistical and analytical reporting of customer activity for short/long range workforce and operations planning Analyze i) customer research data to uncover issues/risks across the organization that may impact the delivery of a positive customer experience and ii) contact centre industry best practices to identify opportunities for service improvement Exemplify and embody our values: Playing as a Team, Serving with Passion and Thinking Forward while fostering a continuous improvement culture that engages employees in problem solving Represents Customer Care during IAMAW Collective Agreement negotiations

Montreal, Canada Area

Assessment of operations support groups including department structures, call types and associated volume, hours of business, staffing compliment, compensation, etc. Development of a strategic direction by functional teams, including department mandates and objectives, performance evaluations and call quality scorecards, metric targets, etc. Creation and fostering of a performance culture focused on results, accountability, employee coaching/development and continuous improvement through ongoing process review and optimization Strategic and operational leadership of the eCommerce sales team and business support groups including Customer Service, Shop at Home Scheduling Team and Store Operations Help Desk Implementation of key processes in support of business objectives including a culture of coaching and development and recruiting in support of growth initiativesRe-structure of management bonus measures to align with key business objectives Championing new revenue growth opportunities along with business development and strategic partnerships:• Sales leads management • Shop at Home service• New strategic GTA condo development partnership• New Installer services pricing and customer appointment scheduling strategies

Toronto, Canada Area

Led employees nationally across 7 sales/service contact centres, support and escalation teams with combined operating budgets of over $50MM. Guided a team of 5 Senior Managers and 40 frontline Managers with teams of 15-20:1. Provided world class virtual Call Centre and Correspondence customer service through an inspired, scalable workforce with efficient processes and delivery systems. Attracted and retained employees through engagement, mentoring and a host of employee satisfaction initiatives, along with both personal and career development.• Successfully transitioned Contact Centre from a service to a sales and service centre within two years. Delivered divisional revenue growth by reporting 200% sales revenue improvement in first two years of selling (2005 to 2006) and on pace to double sales units between 2011 and 2013 from 175K to 350K units. • Provided leadership, guidance and specialized knowledge towards development of the strategic direction for Customer Service and Operations. Engaged in short to long-term planning that requires a wide perspective to translate strategic objectives into executable deliverables consistent with the vision, values and strategic objectives of Card Products Division.• As lead business representative, contributed to the negotiation of 4 successful 2-3 year collective bargaining agreements."Derek brings balanced thought leadership: analytical, insightful, big picture view with business maturity balanced with empathy for people." ..... "Derek is well respected for his calm , methodical style and a pleasure to work with. Thanks for a very successful year Derek!" ..... "Derek is thoughtful and always has great insights ..." V.P. Customer Service and Operations

Toronto, Canada Area

Led CIBC’s Credit Card Services Back-office centre of approx. 230 employees supported by a team of frontline Managers with teams of 15, Business Specialists focused on strategic initiatives and a Manager, Centre Administration (annual DOE budget of $12M). Ensured the internal implementation of Visa’s Re-engineering of Disputes Initiative (Project R.E.D.) an international, complex, multifaceted and phased initiative geared to streamline the credit card transaction dispute process. Effectively represented CIBC on Visa’s Operations Advisory Committee and the VISA Acceptance Compliance program. Maintained operations through effective relationships with unionized employees and the bargaining process.• Implemented industry performance standards into the Back-office, including capacity planning, volume forecasting, and productivity/quality measurement. Ensured the effective and efficient management of all back-office processes, including chargeback processes, retrieval processes, transaction/payment reprocessing and contact centre support functions.• Consistently improved irrecoverable loss containment through management of chargebacks, write-offs and suspense accounts. Achieved service level standards, DOE budgets, compliance with regulatory/governance requirements."Derek has created a foundationally strong operation in CSS, with standards solidly and consistently met, employee satisfaction improve, and considerable change implemented. Under Derek's leadership, his team and the frontline have flourished in the professional environment he has created. Thank you Derek for your strong contribution." V.P. Customer Service and Operations

Toronto, Canada Area

• Represented line of business for initiative planning, prioritization and the integration of all project related work. Integrated new practices, products and technology void of risk and operational dysfunction. • Developed business cases including cost benefit analysis, outlining business requirements, costs, efficiencies, resources, project timelines, etc. Ensured training and procedural material was accurate, detailed and effective for our line of business.

Toronto, Canada Area

• Led and provided tactical guidance and specialized knowledge to the Contact Centre’s Help Desk staff as well as the Administrative Managers and Support staff.• Accountable for the following Call Centre business functions: Help Desk for customer escalations, reporting, scheduling, intra-day service level management, business performance tracking, audit, operating budgets, stationary and mail distribution. • Developed and implemented plans to minimize duplication and maximize the effectiveness and efficiency of operations."Derek is a very strong individual and demonstrates superior strengths in the operation of a Call Centre and associated metrics. He has also proven himself as having strong leadership competencies in people leadership and collateral management of the overall Centre." Director - Toronto Customer Service Contact Centre

Toronto, Canada Area

• Planned, organized and coordinated the VISA Customer Service Contact Centre, providing inspired leadership and the specialized knowledge and guidance required to enable CSR’s to “delight” customers with superior service and 80/20 Service Levels.• Motivated and coached staff of 15-20 on a daily basis to maximize individual results in quality and productivity, including counseling sessions along with action/performance plans with staff to resolve performance challenges, taking disciplinary action when warranted.• Hired, managed, appraised and assessed individual growth potential for all employees supervised.• Administered all aspects of the Collective Agreement between the VISA Centre and the Trade Union. Participated in grievance/arbitration proceedings, interacting with the Bank’s legal counsel as required.

Toronto, Canada Area

• Through specialized product knowledge, coached and developed a team of 15 – 25 consultants to provide quality customer service for cellular inquiries. • Supervised call volume and resource management to ensure customer service and sales standards were consistently achieved. Recruited Managers and Customer Service Consultants.• Established staff performance standards, controls along with variance correction plans.

Ottawa, Canada Area

• Supervised staff of 10 employees to accept the Club's incoming member service calls.• Facilitated the interviewing, hiring, training and scheduling of employees.

Business Administration, Information Systems

Bachelor Of Business Administration (Bba), Business Administration And Management, General

Organizational Leadership

Foundations of Leadership Program Certificate