Jayne King Email & Phone Number

Toronto, Ontario, Canada

• Data quality of existing Donor Vison donation database including deduping
• Normalized the donor street addresses by writing script that parsed addresses into separate fields for Street Number, Street Name, Direction, PO box, RR#, Apt

Toronto, Ontario, Canada

Manage team of donor team, entering donations, generating financial reports, charitable tax receiptsIntroduced new procedures to improve accuracy and reduce time for input

• Focus on improving day to day operations. Evaluated CRM, collected stakeholder requirements, researched potential replacement databases, and made recommendations that were approved. Developed & provided training and.
• Updated communication processes: webinars, automated telephone blasts, email newsletters
• Identified that new staff orientation process was informal and confusing. Created new hire orientation and documented what processes & resources need to be in place before new hire comes on board

Oakville

• Team’s focus was to merge 7 different business units, with disparate processes and metrics, into a single Customer Support organization. Each business unit had to be modulated to become attuned to the new global.
• Developed key relationships with IT, Finance and the business units to enable accurate measurement of Key Performance Indicators (KPIs)
• Developed new KPIs, dashboards and web reports sourcing data from multiple databases. Programmed business intelligence (BI) applications (Crystal Reports, Business Objects, TM1, Hyperion) developing data structures.
• Created data dictionaries and data mapping, complex functions for other team members
• Proactively worked with stakeholders to ensure that the reports drove teams to success. Provided in depth explanation (as needed) for complex analysis. Validation process & resolution of any problems and ambiguities
• Developed key relationships with other operation and IT groups to ensure timely integration of data

Oakville

• Managed Team of 18 software specialists in NetWorker, Email Xtender, Oracle, Lotus, Informix, db2, Solaris, AIX, HPUX, WAN. Team members were located in US, England, Australia, Ireland & Customers were worldwide
• Led project to implement SLO metrics between Engineering and Support resulting in improved Time to Resolution of 35%
• Awarded Leadership award for consistent positive influential leadership across organization
• Key driver in Six Sigma process improvement projects to improve Customer Satisfaction
• Managed customer escalations from Fortune 500 customers involving cross organizational teams and high level executives
• Successful at explaining technical issues to customer executives and sales teams

Oakville

• Responsible for resolving 3rd line problems in Solaris, AIX, HPUX, Windows, for NetWorker and database integrations & specialist in High Availability Clusters
• Successfully built relationships with Engineering teams so that Customer cases resolved timely
• Part of the “Fly and Fix” team who went on site to key Customers in US & Europe, to resolve critical escalations
• Provided mentoring and technical training to other call center employees including traveling to Amsterdam to train partners
• Received President’s Club recognition for above and beyond Customer service. Prize was 1 week trip with husband to Hawaii

Toronto

• Installed CATIA design software on UNIX systems for companies designing aircraft and/or automobiles,
• System administration in Windows, Solaris, AIX
• Sent to Sheffield, England for 3 months to resolve CATIA problems for Bombardier