Matthew Jarvis Email & Phone Number

Toronto, Canada Area

SinglePoint Group International Inc.(Single Point), has a 20 year history of providing exceptional results for North American companies while maintaining the highest level of customer satisfaction. We are a leader in providing best in class results for all our clients outsource customer life cycle management needs. Leading the design, facilitation, and execution of our contact center strategy to help our clients throughout the world be wildly successful in their business. At SinglePoint we are engineering a differentiated customer experience, using technology, best in class process, and the best talent throughout the world, to deliver upon our vision. We’ll manage today’s customers so you can focus on tomorrow’s.

Toronto, Canada Area

Leading the strategic direction and execution of SinglePoint's Sales and Service Contact Centers for Canadian Fortune 500 clients.

Toronto, Canada Area

Manage and continue to evolve the Customer Service value proposition for Moneris SolutionsResponsible for all relevant KPIs and performance targets of the operation including, SLAs, Customer Satisfaction Results, Revenue targets, People and Leadership results.Responsible for the development and management of the Customer Contact Centre annual business plans in support of the Customer Service annual, mid and long term business plansWork collaboratively with cross functional areas to identify and implement strategic initiatives that drive enhanced customer service and operating efficiencies.Accountable for continued implementation of best practice call centre strategies that encompass Technology and Telephony efficiencies, Employee Development Programs, and expanded Customer Service offerings for the North American portfolio.Accountable for ensuring that card association mandatory regulations relating to the Customer Contact Centre are implemented in accordance with the Compliance Schedule and managed on an ongoing basis

Toronto, Canada Area

Reporting to the Director of the Continuous Learning & Employee Investment Team, responsibilities include to managing the team to ensure we provide extensive Learning support for new hire, existing employees and 3rd party partners on a national level.Provide leadership guidance and mentorship support to Instructional Designers and Facilitators as needed.Responsible for initiatives planning to ensure that we are aligned with the strategic direction and priorities of the organization.Liaise with capacity planning to ensure that the Learning needs of the business are met with minimal or no impact to our external customer’s expectations, service levels and quality control. Responsible for contact centre recruiting, competency modeling and career pathing and employee investment initiatives. Management of Cost Centre budget to plan or below.

Toronto, Canada Area

Reporting to the Director of Amicus Learning, I was responsible for managing the e-Learning Team to provide strategic e-Learning solutions and support for all Amicus Bank employees.Implemented levels of evaluation strategy that includes quantifiable level 4 ROI figures for 50% of our training initiatives.Responsible to manage a wide range of vendors and a yearly budget of over $1.2 million relating to our e-Learning platform.Our e-Learning strategy decreased the cost of our new hire-training program by over 45% through an accelerated learning path that has not decreased the learning experience or level of knowledge retention.Our e-Learning platform resulted in cost savings to the organization of over $120,000 in F’02 and '01.My Team was also responsible to provide technical e-Learning administrative support for over 1200 employees.

Toronto

Training And Development Program - Continuing Education

Diploma Program, Environmental And Civil Engineering