Eric Chase Email & Phone Number

Guelph, ON, CA

Cambridge, Ontario, Canada

• PROCESS EXCELLENCE: Enterprise-wide management of DMAIC projects and process analyst team. CUSTOMER EXPERIENCE: Overall management of Customer Experience initiatives.
• Executed proof of concept and roll out of company Net Performance Scoring (NPS) program.
• Software leveraged; Medallia.BUSINESS PROCESS OUTSOURCING: Management of enterprise vendor relationships with outsourcing partner, including: annual contract negotiations, establishing SOP documentation, and cost.
• Implemented streamlined process to ensure tracking of errors and invoices.
• Manage internal print IT stakeholders: Daily Print Spooling, QE Testing Requirements, Enhancement Projects, Errors/Reprints, Mail Merge assignments. Tools leveraged include JIRA/Confluence including Scrum ceremonies.

• Partnered with stakeholders to create and document workflows for three business units within National Underwriting Operations: Personal Lines Underwriting (+70 processes created), Billing (+20 processes created) and.
• Responsible for training employees on newly documented processes to ensure standardization of procedures and understanding of customer service expectations.DESIGN, DOCUMENT AND MANAGE PROCESSES:
• Established escalation process to ensure customer feedback was promptly addressed and actioned; presented and approved at Executive Steerco meeting.
• Performed time studies with PL UW team to establish new KPIs; standardized the customer referral process
• Accountable for managing compliance within the National Contact Center.

Mississauga, Ontario

• Executed Business Modernization project aimed to replatform entire organization’s legacy technology applications used in Underwriting, Claims, Group Benefits, Human Resources; outlined tasks and timelines to support IT.
• Spearheaded process improvement projects within various business operations:
• Partnered with 3rd party consultants to implement new speech analytics tools which are being leveraged throughout organization’s call centres. Included requirements, design, testing, and deployment phases.
• Planned, led, and facilitated numerous Kaizen and problem-solving sessions including subject-matter experts, technical team members, and business executives within RSA/Johnson Insurance
• Conducted ‘White Belt Training’ to 500+ employees nationally both in-person and virtually; extended support and coached on how to identify potential waste in daily processes.
• Facilitated team weekly huddles, and provided feedback to peers in post-stakeholder meeting debriefs

Guelph

A leadership development role that consists of performing a variety of tasks with the end goal being prepared for a management role. Consists of four phases:1) Warehouse Logistics: Responsible for knowing all products & services, how they get from vendor(s) to customers and provide sales support2) Operations: Fulfill customer service needs, conduct counter.

Mississauga, Ontario

• Create financial spread sheets and monthly budget reports for National Personal Insurance Director
• Assist Junior Underwriters with: diaries, MVR mismatches, claims, lapsing policies
• Attended daily huddles leading them when needed
• Create a capacity model for future forecasts with the lean processing teamSuccessfully completed two summer co-op terms.

Waterloo Region, Ontario

• Assembled product displays and demonstrated product to potential customers
• Set up product planograms and designed layout of product end caps
• Educated staff on products

Toronto, Canada Area

• Responsible for researching financial transactions for Canadian RBC banking clients
• Instruct branch personnel on corrective actions needed to process transactions
• Consistently exceeded service expectations; operated at 120% performance targets
• Support team/peers to meet overall department goals
• Initially hired as a summer student for 2012, maintained as a part-time team member throughout 2012/2013 school year and in 2014 became a full-time employee

Bachelor Of Business Administration - Bba, International Business Management

Bachelor Of Business Administration - Bba, Business Administration And Management, General

Accepted into the dual degree program.

Bachelor Of Arts - Ba, Criminology

Activities and Societies: Member of U of T varsity wrestling team