Gord Mcgregor Email & Phone Number

Calgary, Canada Area

Key Responsibilities Lead the implementation of new technologies to improve operational efficiencies and customer experience Project Management involving internal and external resources Development of Business Requirement Documents and Business Cases Manage the project pipeline ensuring a constant flow of projects to maximize use of resources Create and present monthly report of project progress and budget utilization to Senior Leadership  Manage the Customer Care IVR Accomplishments Led the project team for the introduction of Live Chat from research, document creation, to implementation. Introduced working at home for the Back office agents. This included creating processes and documentation to comply with Government Working Alone legislation. Project Manager for the change from Telephony PRIs to SIP Trunking Created the Business Case, Business Requirements documentation, and the cutover plan to move the Customer Care communication platform from On Premise servers to the Genesys Cloud environment Introduced multiple IVR enhancements to improve the customer experience Managed the Customer Experience Compliance project which introduced new processes to ensure compliance to Government regulations

Calgary, Canada Area

Project Management. Business Analysis. Developed Business Cases, Requests For Proposals, and Spending Commitments. Contract negotiation and management. Implemented and managed new CRM system. Reporting and analysis. Emergency Response and Business Continuity Planning.

Calgary, Canada Area

Managed all aspects of the operation. Developed and changed customer service policies. Identified trends and current problems. Handled the escalation of high value customers and critical customer service failures. Developed Performance Management plans for Management employees and conducted annual performance reviews.

Calgary, Canada Area

Managed a staff of up to 200 employees including five supervisors, unionized employees, and administrative employees. Responsible for all aspects of the Call Centre performance including budgets, productivity, Labour Relations, and employee development.

Calgary, Canada Area

Develop and implement staffing requirements and schedules for 200 reservations agents. Responsible for “day of” operation of the Call Centre including all technical systems and staff assignments.

Calgary, Canada Area

Conduct shift and vacation bids following Collective Agreement rules. Create rosters and manage schedules to a predetermined staffing plan. Communicate with Payroll and Human Resources.

Calgary, Canada Area

Telephone Reservations agent providing customer service and booking flights.