Evan St. Louis Email & Phone Number

Toronto, Ontario, Canada

Mississauga

• Lead all testing activities for mobile self serve platform
• As test lead, created test plan and executed all test cases for mCare mobile self-serve platform for all brands (Bell Mobility, Virgin Mobile, PC Mobile and Solo Mobile)
• Single point of contact for escalated production defects
• Worked directly with vendor and business units to drive resolution on all issues raised
• Provided feedback and recommendations to executive team regarding mobile test device acquisition
• Consulted on proof of concept for mobile testing solution (Perfecto Mobile)

Toronto, Canada Area

• Oversaw implementation of enhanced self serve features saving customer care 200k in 2010
• Streamlined content update process for mobile self-serve space
• Created mobile TV campaign that resulted in a 70% take rate generating 80K in revenue over the Super bowl weekend
• Responsible for creating and executing all test cases for mobile self-serve space
• Managed mobile self-serve content updates
• Oversaw role out of Blackberry Partner support tool to entire Tech Solutions department which allowed agents to resolve all email related issues without having to engage Blackberry directly for support of our clients.

Mississauga, On

• Supervised Help Desk and Call backs Agents
• Ensured all manager escalations were dealt with diplomacy and tact to create a win-win situation for both the client and the business
• Implemented and managed department demo/loaner program saving department $24,000 in equipment costs
• Lead regional and national call quality calibrations to ensure consistency amongst analyst and Team Managers
• Managed service levels for Help Desk and Call backs agents to ensure 24 hour client touch point
• Point of contact for executive technical escalations internally and externally

Mississauga, On

• Coached and motivated Technical Solutions Help Desk Agents towards meeting and exceeding department objectives
• Used Verint Call Quality Management software to preform live remote monitoring of agents calls then provide in the moment coaching with the agent to review the call. By providing instant feedback this helped to drive.
• Interviewed and hired new representatives internally and externally
• Partnered with various departments and lines of business to ensure end to end client satisfaction
• Conducted bi-weekly coaching sessions with team members to ensure all agents were engaged, motivated and had the tools to become successful in their current roles and building their skill set for future opportunities
• Created department monthly newsletter which included call quality tips, T/S tips and recognized top performers in Call Quality scores, FCR and AHT

Mississauga, ON

• Troubleshoot client issues concerning data devices, wireless cards and cellular handsets
• Answered inquiries regarding device operation and configuration
• As Hardware Prime maintained device inventory and worked closely with content developer to ensure all units were programmed and functioning correctly

Brampton, ON

• Responsible for the training and supervision of restaurant staff to achieve the highest levels of Quality, service and cleanliness (QSC)
• Responsible for scheduling staff of 150 crew person store
• Prime for Re-order of store product and operating supplies
• Accountable for store equipment maintenance and budget

Adult And Continuing Education And Teaching

Information Technology