Jason Armstrong Email and Phone Number
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Ten plus years of successful management of BPO Contact Center handling voice/chat/email transactions for leading US Telecom Companies. Leader of 275+ work at home team composed of managers, supervisors, agents, workforce, QA and training. Responsible for client-vendor communication and execution. Driven leader with a record of delivering client, financial, and employee KPIs. Passionate about engaging employees by making meaningful lasting personal relationships of trust and support. Strategic thinker, well-versed in managing and leading teams that have achieved goals through coaching and development strategies.
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Vendor Performance ManagerShopify Mar 2021 - PresentGreater Ottawa Metropolitan AreaLeader of global Shopify-supporting BPO locations, prioritising rigours performance management, strategic partnerships, and performance optimization through strong relationships, support and engagement.• Successfully manage global BPO locations supporting Shopify, establishing and nurturing strong partnerships with vendors and internal stakeholders to align goals with Shopify's overarching objectives.• Supported the launch of multiple BPO locations globally, from pre-implementation to day-to-day support, applying a data-informed approach to assess and enhance vendor performance.• Apply innovative AI tools for performance understanding, root cause analysis, and strategic improvements of customer experience.• Partner with internal stakeholders as a subject matter expert to ensure clear alignment with BPO vendors, fostering cross-collaboration for the sharing of best practices.• Lead efforts to develop standardised vendor management procedures for all global teams, ensuring consistency, compliance, and excellence in service delivery.• Oversee various Lines of Business, including back office, technical support, retail, partners/affiliates, and others, across phone, chat, and email/asynchronous channels.• Ensure the attainment of SOW, MSA, and contract SLAs, implementing performance plans for correction when targets are not met.
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Senior Operations ManagerStartek Sep 2017 - Mar 2021Kingston, Ontario, CanadaLeader of 275+ FTE Work at Home BPO Contact Center Operation for top US Telecom Clients handling voice, chat, e-mail business• Responsible for full operation including client KPI performance execution, workforce management, financial performance, training and development• Main point of contact for vendor-client relations ensuring constructive partnership• Leader of top performing site for customer service KPI's month over month• Managed financial levers and ensuring proper billing for revenue growth -
Operations ManagerStartek May 2015 - Sep 2017Kingston OntarioLeader of 100+ FTE BPO Contact Center phone/email/chat team with high focus on performance, staffing, attrition, growth and development• Prioritized changing culture within our teams with focus on agent engagement• Execution of performance Improvement plans for all KPIs Including NPS, First Call Resolution, AHT, Quality, Rep Sat• Through creative engagement methods delivered low levels of attrition• Recipient of Top Vendor Manager Award for 2016 for best performing team• Responsible for financial management of BTP and revenue flow
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Senior SupervisorStartek May 2014 - May 2015Kingston, Ontario, CanadaResponsible for managing teams of supervisors with heavy focus on most help needed performance Improvement and development• Develop creative approaches to coaching and development for MHN's• Focus on engaging differently and building lasting relationships with teams• Created operational process stability to operation through expectations and accountability
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SupervisorStartek Oct 2010 - May 2015Kingston Ontario
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Customer Service RepresentativeStartek Sep 2009 - Sep 2010Kingston, Ontario, Canada
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Member Service SupervisorTrent University Jan 2006 - Aug 2009Peterborough, Ontario, Canada
Jason Armstrong Skills
Jason Armstrong Education Details
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International/Global Studies
Frequently Asked Questions about Jason Armstrong
What company does Jason Armstrong work for?
Jason Armstrong works for Shopify
What is Jason Armstrong's role at the current company?
Jason Armstrong's current role is Vendor Manager at Shopify.
What is Jason Armstrong's email address?
Jason Armstrong's email address is ja****@****tek.com
What schools did Jason Armstrong attend?
Jason Armstrong attended Trent University.
What skills is Jason Armstrong known for?
Jason Armstrong has skills like Customer Service, Operations Management, Customer Satisfaction, Leadership, Call Centers, Team Building, Process Improvement, Team Leadership, Management, Customer Experience, Time Management.
Who are Jason Armstrong's colleagues?
Jason Armstrong's colleagues are Jakori Johnson, Vincent Lynch, Gonzo Nieto, Yazan Hamoud, Nurudeen Tiamiyu, Manzano Gilliam, Faisal Momand.
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Jason Armstrong
Director Of Visitor Experience At The Canada Science And Technology MuseumOttawa, On -
4kpmg.ca, pwc.com, ca.pwc.com, pwc.com -
Jason Armstrong
Precise And People-Oriented With Over A Decade Of Experience Working With, Building, And Leading High-Performance Customer Support And Success Teams.Perth, On -
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