Eric Mcrae's Location
Ottawa, Ontario, Canada, Canada
Eric Mcrae's Contact Details
Eric Mcrae work email
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About Eric Mcrae
I'm what you get when you combine the expertise from developing over 40 businesses, the focus of a marathon runner, and the goal-oriented efficiency and strategic planning of a former operations executive.As a startup business coach, I help you take your business ideas from concept to reality. I work with entrepreneurs and business owners to develop their business models and find and create effective ways of testing their designs, processes and service delivery, all with the goal of challenging assumptions and discovering how to make their businesses thrive.I am the founder of MBO CoWorking, a coworking space Ottawa's Byward Market, for small businesses and startups that need a space to get work done in a comfortable, stylish professional workspace.A few highlights of my career:- Designed and built a Technical Service Desk for the Government of Canada using the ITIL framework.- Service Design consultant for GCCowrking initiative for Workspace Solutions Government of Canada.- Built a Service Delivery business from 30 employees to 375 employees within 18 months.- Managed business portfolios ranging between $23 and $300 million in revenue.- Received awards for top service centers from clients such as American Express Canada, Hewlett Packard, Charter Communications, Sun Media, and Rogers Communications.
Eric Mcrae Work Experience Details
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FounderMbo Coworking Mar 2015 - PresentWe are a boutique co-working space that provides creative professionals with the cost-effective resources they need to succeed in today's verging gig economy. Servicing: Entrepreneurs, Freelancers, Remote employees, Agencies, Consultants, Small Business & Startups. Located in Ottawa's MBO COWORKING, you will find a community that works together in a sophisticated and intimate space.
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PartnerBreather Jun 2014 - PresentNew York, Ny, UsWhat Is Breather?Think of it this way: Breather is a quiet space amidst the chaos. It’s an environment beyond your office, home or neighbourhood coffee shop. In effect, Breather is whatever you want it to be: a space to decompress after a long day, meet with clients, practice yoga, study with classmates or catch up on work. It’s up to you.What’s inside a Breather?Certain amenities vary by location, but all Breather spaces include pencils, pens, notepads, candy and WiFi. Select spaces include dry erase walls, murals, and more.How does Breather work?1. Find a Breather near youFind and reserve Breather spaces by using our mobile app. You can book rooms for 30 minutes, a few hours, or an entire day.2. Unlock the doorCheck in with a simple tap on your phone and you'll receive a peronalized PIN code for your reservation. Not to worry; we'll only charge you for the length of your booking.3. Make yourself at homeThe space is yours for as long as you need it. Escape the daily grind, get your zen on, or brainstorm with colleagues. Once you’re in, you can also extend your stay if need be. -
Executive MemberOttawa Regional Call Centre Association Jan 2006 - Jan 2015As a leader in the contact centre and business community, I devote considerable time as an executive member of the Ottawa Regional Call Centre Association (ORCCA). Additionally, I am a member of Invest Ottawa. Both have provided me the opportunity to support the professional development of colleagues and the sharing of best practices. * Interviewed as an industry expert in Ottawa for Contact Management Magazine 2012* Conducted compensation survey of the call centre industry for the Ottawa region 2012* Committee chair for the Agent and Manager of the Year awards 2012* Committee chair and judge for Call Centre of the Year awards 2011* Keynote speaker, Change Management in Call Centres 2010
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Business AnalystOnpath Business Solutions Nov 2012 - Nov 2013Ottawa, Ontario, CaReporting to VP Customer Care, I analyzed organizational design, business systems and processes. By assessing the existing business models and architecting solutions that expand the efficiency through the integration of technology. Supporting the organizations development as it relates to operating process and the development of tools to facilitate improved performance and measurement.Additional responsibilities included architecting client programs for complex multi-touch B2B lead generation and appointment setting campaigns. As well as data mining and analyzing source information to increase sales results.OnPath Business Solutions: One of Canada’s most sophisticated sales and marketing agencies. Providing Business 2 Business (B2B) lead generation for many of North America’s marquee businesses, such as Google, HP, American Express and many more. -
Service Desk Manager2Keys Corporation Oct 2011 - Sep 2012Reporting to the Director of Security Operations, I was charged with the responsibility to build a Service Desk for the Government of Canada, design the operating model, mapping processes and developing the training catalogue.* Designed operating roles and responsibilities, defined reporting requirements and KPIs using ITIL methodologies* Designed and implemented the phone system, customer routing for accessibility and network to meet security and privacy requirementsRecognition:— PWGSC requested to use my Service Desk and IVR Design documentation to be shared by their Telecommunications Team as an exemplary example for other vendors2Keys Security Solutions: A Information Technology security company providing specialized IT solutions (SaaS) to the Government of Canada and financial services organizations.
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Business DevelopmentIwineanddine.Com Nov 2010 - Aug 2012In collaboration with the President of MediResource and Canada’s preeminent somalia Tony Aspler, I developed an exclusive white label marketing website (SEM). Providing a branded loyalty program to businesses that increase the touch points with their target market.* Sales and marketing of the branded loyalty program that utilized social media* Development of member services and proprietary databases* Managed graphic design, content development and webpage design for SEO
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AssociateThe Delfi Group 2010 - 2012I develop clients engagement services and provided business consulting, knowledge expertise in strategic performance management methodologies, and the application of technologies to business. I facilitated the use of Psychometric Assessments, workshops to assist organizations through goal setting exercises using the “Results Centred Leadership” process and supported them in developing concrete action plans to achieve their desired goals.
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Director, Customer CareSun Media Inc Mar 2009 - Aug 2011Toronto, Ontario, CaReporting to the VP Reader Services, I provided the leadership to 16 managers that supported 162 staff.* Faced with the decline of print media, my priority was to manage resources, strengthen operations and evolve business practices to reduce operating costs for 6 Urban and 32 community markets.* Developed systems that migrated 42% of subscribers to self-service options.— Process mapped workflows for Level 2 support, Sales, Retention, and Back Office processing— Operational review that reduced labour requirements by 5%, increased efficiency by 4%— Designed and implemented back office processes that centralized payment processing, reducing the transaction cycle from 8 to 2 days and delivered an annual savings of $875kSun Media Corporation: A wholly owned subsidiary of Quebecor Media Inc., is Canada’s largest media publisher for digital, newspapers, broadcaster, flyers and magazine publications. -
Site DirectorOn-Line Support (Ols) Oct 2007 - Mar 2009Chicago, Il , UsReporting to the VP Operations, I was responsible for the client relationship with American Express and managed the call centre of 130 staff.* My direct reports were Account Management, Operations, Training & Quality, Continuous Improvement, Facilities, Work Force Management and IT Services* Responsibilities included contract negotiations, executing corporate initiatives, delivering on revenue targets, forecasting & resource planning, client billing, preparing annual budgets, recruiting, and performance management— Revenue growth of 7% during economic down turn 2008— Awarded OnLine Support Centre of the Year 2007 and 2008— Recognized by American Express for being ranked 1st internationally in CSATOnLine Support: A outsource customer solution provider with 12 centres in rural communities in Ontario and Atlantic Canada. -
Manager, Ancillary ServicesAlgonquin College Aug 2006 - Aug 2007Ottawa, On, CaReporting to the Director of Ancillary Services my department generated $12.6 million in revenue annually and I managed 12 staff members that delivered 8 services to the college.* Provided recommendations to the Foundations Board of Directors on revenue and strategic planning* Wrote Parking system RFP and chaired the bid selection team— Defined system requirements and business needs for RFP for e-commerce application— Re-defined operating standards for service deliver using LEAN Algonquin College: A crown corporation serving their clients with quality programs with 1200 staff and state of the art training facilities. -
Manager Training And QualitySitel Corp Feb 2005 - Aug 2006Miami, Fl, UsAs a senior manager, I reported to the Director of Operations and was responsible for the management of the Training and Quality teams. Prepared and presented quarterly results of my departments to the HP executive team.* Additional responsibilities included the reconciliation of payroll hours to identify billable training time* Standardized training methodology and managed strategic plans to deliver CSAT results across all programs— Audit of payroll hours that captured $680k in unidentified revenue and reduced labor cost by $700k— Teams recognized by HP for being ranked 1st internationally in CSAT(Note: resigned just prior to site closing)Sitel: A global leader in the outsourced call centre industry. The Ottawa-site had 1,200 employees with 24 departments that provided hardware and operating systems support for the Digital, Compaq and HP product lines. -
Senior Manager Of OperationsConvergys Customer Management Incorporated May 1999 - Jan 2005As Manager of Operations, I supported the Rogers and Comcast customers with technical support. After launching and building the Charter Billing and Sales Service Centre, I assumed the role of Senior Manager of Operations and remotely managed the Heathrow Florida site in addition to the Ottawa site.With a implementation timeline of 3 weeks, I successfully launched the Charter program that started with 30 employees. By developing a trusted relationships with the client and strategically developing transitions team to position Convergys as the vendor of choice, I grew the program to exceed 375 employees and generated an annual revenue of $23 million within 18 months.— Performance Management that exceeded profitability targets by 12.5%— Attrition rate 22% lower than other programs— Account Management approach that gained clients trust in developing solutions to business challengesConvergys: A international company with 70,000 employees in 67 customer contact centres. They are one of the world’s largest outsourced call centre and CRM providers.
Eric Mcrae Skills
Itil
Call Centers
Outsourcing
Management
Leadership
Strategic Planning
Process Improvement
Change Management
Performance Management
Operations Management
Business Analysis
Workforce Management
Training
Crm
Coaching
Customer Service
Customer Experience
Program Management
Telecommunications
Team Building
Budgets
Call Center
Strategy
Business Process Improvement
Human Resources
Data Analysis
Cross Functional Team Leadership
Time Management
Contract Management
Sdlc
Start Ups
New Business Development
Team Management
Employee Engagement
Security
Quality Assurance
Employee Relations
Vendor Management
Software Documentation
Account Management
Customer Retention
Business Development
Disaster Recovery
Project Planning
Technical Support
Troubleshooting
Project Management
Analysis
Business
Team Leadership
Eric Mcrae Education Details
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Algonquin College Of Applied Arts And TechnologyFinancial Accounting -
Dalhousie UniversityEnglish & Computer Science
Frequently Asked Questions about Eric Mcrae
What company does Eric Mcrae work for?
Eric Mcrae works for Breather
What is Eric Mcrae's role at the current company?
Eric Mcrae's current role is Founder, MBO CoWorking.
What is Eric Mcrae's email address?
Eric Mcrae's email address is er****@****ice.com
What is Eric Mcrae's direct phone number?
Eric Mcrae's direct phone number is +161355*****
What schools did Eric Mcrae attend?
Eric Mcrae attended Algonquin College Of Applied Arts And Technology, Dalhousie University.
What are some of Eric Mcrae's interests?
Eric Mcrae has interest in How Youve Been Doing It.
What skills is Eric Mcrae known for?
Eric Mcrae has skills like Itil, Call Centers, Outsourcing, Management, Leadership, Strategic Planning, Process Improvement, Change Management, Performance Management, Operations Management, Business Analysis, Workforce Management.
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