Gregory Jones Email & Phone Number

Toronto, Ontario

Growth and Retention Leader for QuickBooks products in Canada, responsible for overseeing Customer Success retention initiatives, optimizing processes for customer onboarding, and value-add conversations

Mississauga, Ontario, Canada

Mississauga, Ontario

Customer experience leader for multiple QuickBooks products, working to improve the customer care experience for both customers and agents. Leading the change on call centre metrics, training materials, and knowledge articles. Optimized contact channel mix, reduced contact drivers, transfers, and contact handle time, as well as increased net promotor scores. Responsible for deep dive analysis on call centre metrics centred on contract drivers and customer verbatims, sales lead… Show more Customer experience leader for multiple QuickBooks products, working to improve the customer care experience for both customers and agents. Leading the change on call centre metrics, training materials, and knowledge articles. Optimized contact channel mix, reduced contact drivers, transfers, and contact handle time, as well as increased net promotor scores. Responsible for deep dive analysis on call centre metrics centred on contract drivers and customer verbatims, sales lead generation, and transfers insights. Have been asked to lead and support multiple international initiatives focused on top metrics, interacting and sharing progress updates with managers, directors, and VPs around the globe.Initiated and participated in in multiple customer interviews both in the office and in the customers workspace to see how they interact with our product. This helped to determine customer satisfaction and pain contacts for the customer support experience. Other interviews have led into multi-team projects combined with marketing, product management, and design to tackle some of the largest problems facing Canadian QuickBooks customers. Show less

Toronto, Canada Area

Project manager for roll-out of new Bell tool that effects over 2,500 call centre agents. This requires co-ordination with many departments within Bell, both on and off-shore. Involving training scheduling, hype/rewards, increasing tool usage, and upgrading the tool if problems appear. Lead senior management on call centre tours to demonstrate software usability. Responsible for weekly reports to Directors and VPs providing analyses of success of the program and providing areas for… Show more Project manager for roll-out of new Bell tool that effects over 2,500 call centre agents. This requires co-ordination with many departments within Bell, both on and off-shore. Involving training scheduling, hype/rewards, increasing tool usage, and upgrading the tool if problems appear. Lead senior management on call centre tours to demonstrate software usability. Responsible for weekly reports to Directors and VPs providing analyses of success of the program and providing areas for improvement. Presented both in person and over conference calls using PowerPoint and Excel.Analysis of data for current usage of new tool and other requests form VPs asking for comparisons of current, past, future, and competitor data using SQL and Excel under strict timelines Show less

Toronto, Canada Area

I was responsible for total end to end design and implementation of installing the Bell fibre technology product to Toronto homes. This is part of a key Bell initiative in which it is to install the fibre product in all Toronto homes in a 4-year period. I lead a team of 4 to design and implement solutions against time and dollar budgets. This role was independent with monthly interaction with my management on performance. Core activities in this role included a strong focus on project… Show more I was responsible for total end to end design and implementation of installing the Bell fibre technology product to Toronto homes. This is part of a key Bell initiative in which it is to install the fibre product in all Toronto homes in a 4-year period. I lead a team of 4 to design and implement solutions against time and dollar budgets. This role was independent with monthly interaction with my management on performance. Core activities in this role included a strong focus on project management. I utilized Agile Project Management techniques to lead associates, as well as sub-contractors. This included running scrum meetings, utilizing scrum boards and visual stimuli, setting up systems so that my team can coordinate without going through me, and engaging in sprints and retrospectives to help with continuous improvement of the team. A significant portion of my role was coordinating and negotiating with homeowners to obtain the required permissions for accessing their properties, as well as developing alternative solutions. I had to resolve difficult client service issues, as well as difficult negotiations to ensure access to their properties was obtained. In addition, if there were service issues (clients are unhappy with their property after the installation) it is my role to develop a solution that is acceptable with both the homeowner and the vendorI used multiple Microsoft programs such as Word, Excel, and Visio and internal Bell GIS drawings in my role. I also use SAP and Ariba as part of my role Show less

Toronto, Canada Area

I was responsible for supporting the update and maintenance of the digital map used by all departments of the company. I worked with the Records and Engineering departments to update the system and to provide feedback on any inconsistencies or changes needed. The role was very detail oriented and used GIS and design software to update the map and drawings. I completed all assignments within their time frames, and with the highest of accuracy levels.

Toronto, Canada Area

As an intern in the Conservation and Demand Management (CDM) department I was involved in processing applications for energy efficiency programs, communicating with clients regarding their applications, promoting saveONenergy products through booths at various community events, verifying calculations of power and energy usage using Excel programs, and assisting with all tasks in the department. This allowed me to develop a strong understanding of the energy system in Ontario, the various… Show more As an intern in the Conservation and Demand Management (CDM) department I was involved in processing applications for energy efficiency programs, communicating with clients regarding their applications, promoting saveONenergy products through booths at various community events, verifying calculations of power and energy usage using Excel programs, and assisting with all tasks in the department. This allowed me to develop a strong understanding of the energy system in Ontario, the various programs that are available and many office environment skills. Show less