Dwayne J. Email & Phone Number

Toronto, Ontario, Canada

Toronto, Canada Area

Toronto, Canada Area

Scarborough, Ontario, Canada

Conduct research and analysis, define requirements and processes to assist in the development of IT Solutions for International Units in the Caribbean RegionDevelop test cases and perform testing before implementation of new solutions Develop conversion and implementation strategies for new systemsAssist with preparation of user documentation and delivery of user trainingProvide post-implementation support Provide backup support to the project / delivery manager by assisting with the development of detailed project plans and monitoring of progress against planned objectives

Scarborough, Ontario, Canada

Jamaica

Monitor the contact center’s performance on a real-time and historical basis, making necessary adjustments to resource availability to maintain Operational KPIs within targetProvide operational efficiency reports with trending information and insight for improvementsAnalyze historical data to identify service level gaps and recommend solutions that will allow the center to meet its strategic objective.Take a lead role in working with our technology partners to resolve all technical issues that impact’s the center’s operationsActs as a resource for functional and technical questions to other business units and third party vendors with regards to all contact center systems and applications.

Jamaica