Eric Cheung Email & Phone Number

328 Selwyn

School volunteer at my spare time, field trips, pizza day and special events volunteer

Varies

Helping others to achieve their goals, provide support during the race.http://beastpacing.com/eric-cheung

Toronto, Ontario

Reporting, Insights, Analytics, Process Engineering, Continuous business improvements• Achieved a 50% year over year reduction in internal & external Commissioner for Complaints for Telecommunications Services (CCTS) through improvements to the customer experience including empowerment of frontline/management in the complaints handling process.• Created department SLA scorecards, and weekly/monthly dashboards. Identified insights and provided input to plans to address issues and improve business performance.• Identified and analyzed complaint root cause and recommended corrective actions.• Achieved a 30+% reduction in (30-day disconnect/cancellation complaints) by recommending that disconnect guidelines be amended to allow for more leeway for specific customer situations (e.g. moving).• Provided reporting analysis for the Office of the President and other Customer Experience groups including Social Media & Survey Response Team.

Richmond Hill, Ontario

Reduction of Cable theft, contractor management, reporting, analytics & process improvement• Introduced security sleeves, repeat audit process for chronic illegal connections, resulting in a 50% reduction in cable theft year over year.• Developed sales audit propensity model based on demographics that identified high theft areas and enabled a 30% sales conversion rate and improved ROI.• Accurately forecasted manpower & resource planning for contractors and their technicians across Ontario and Atlantic provinces to meet budgets requisites.• RFQ (Request For Proposal) to recruit new vendors for cost reduction, resulting a $250,000 (25%) saving for labor based on a budget of 1 Million dollar.• Analyzed quality assurance data to ensure 100% compliance by technicians and QA Inspectors. Alerted managers so they could conduct follow up coaching.

Computer Systems Networking And Telecommunications

Completed 1 of 2 year program

Computer Drafting / Autocad