Eric Leis Email & Phone Number

Canada

Toronto, Ontario, Canada

• Managed an international team in North America and Oceania • Localised Support Centre for Australian Operation including CS workflows, cross departmental workflows, knowledge base, IVR, agent tools • Lead projects on reducing Customer Effort to access support functions• Maintained KPIs of CSAT, IQS, TFR, AHT above industry standards, exceeding senior management's expectations

Toronto, Ontario, Canada

• Boosted yearly CSAT from 64% to over 93% in 2022 and maintained a CSAT score of greater than 93% in 2023.• Doubled CSAT response rate from 2022 to 2023.• Boosted Internal Quality Scores to greater than 95% for both 2022 and 2023.• Created and maintained both internal and customer-facing knowledge bases of over 75 articles and article review methods to ensure self-service during off hours.• Lead projects in CRM based data generation of day-to-day activities of agents resulting actionable data and impactful decisioning.

Toronto, Ontario, Canada

• Documented all (20+) internal and cross-departmental processes as workflow diagrams using Lucidchart• Developed and maintained a QSDD (Quality Standard Definition Document) encompassing call, email, live chat and social media support standards.• Evaluated all forms of customer interaction to ensure world class customer service. • Developed and delivered training material for new hires and current employees for up-skilling.

• Maintained an above 90% CSAT, including while training new staff. • Provided support over phone calls, email, live chat and social media for cryptocurrency purchases.• Shared duties with the Compliance team including Transaction Monitoring, Alert Triage, Investigations and Suspicious Transaction Reports (STRs).

Toronto, Ontario, Canada

• Developed and maintained Standard Operating Procedures (SOPs) for both the Lab and the Production teams to ensure product consistency and customer satisfaction.• Managed the implementation of a QC/QA system in a brewing setting using both biological and chemical techniques and assays. • Tested and evaluated finished products against standards set by both LCBO and AGCO in addition to our internal quality standards.

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Business Analysis - Certificate, 89%

2379 - Foundations of Business Analysis - Grade: 86% 2383 - Business Analysis Tools & Techniques - Grade: 89% 2382 -Leadership in Business.

Bachelor Of Science - Bs, Genome Sciences/Genomics