John Boyd Email & Phone Number

Toronto, Ontario, Canada

As one of Computershare's Team Leaders in the 100 University, Toronto location, reporting into the Regional Manager in the Account Record Keeping division, this role allows me to manage 3 separate teams, nationally with exposure in the Finance Industry. This includes all levels of people management. • Primary responsibilities include managing the Inbound Mail-Room in Toronto and Montreal, and Scanning teams, to ensure that all client documents are promptly processes in a secure environment; along side managing the Print Team, ensuring that all client securities are printed/processed to meet service deliverables and SLAs; and finally managing the Outbound dispatch team, who oversee all mailing, courier items and deliveries for the Toronto branch of business.• As Team Leader I am also responsible for the Safekeeping, reconciliation, auditing and vault operation of all on-site securities.• Engage with management in other areas of the business to implement improvements, discuss risk, impact, ROI's.• Work with other areas of the business, to facilitate large-scale projects for clients, such as demutualizations, Class Actions, Bankruptcies.• Participate in project postmortems to determine and analyze elements of the project that were successful or unsuccessful.

Mississauga, Ontario

• In addition to managing a team of Energy Advisers, I have taken on the role of Change Management. This new role allows me to coordinate large scale projects and new changes within the business. • Primary responsibilities include driving regular Kickoff meetings to ensure that all parties are aligned with action items, timelines and deliverables. • Hosting Bi-Weekly Steering group meetings to ensure that projects remain within scope, within budget and within the determined time-frame, as well as updating stakeholders regularly if any delays or obstacles are encountered.• Regular temperature checks, updates, escalation points and other touch-points to ensure projects stay on task and on time. • Working with different areas of the business to build out call & process flows, measure costs against ROI and prioritize projects and launches with the stakeholders.

Toronto, Canada Area

• As a Customer Service Team Manager, duties include managing a team of Customer Service Representatives, Trusted Energy Advisors, Subject Matter Experts (SMES) and Coaches, while managing queues in a blended call center environment. • Primary responsibilities include monitoring staff’s calls, emails and Customer Survey responses, while providing constructive feedback, mentoring and coaching on a regular basis; running daily, weekly and monthly reports and analyzing support metrics, and KPIs, participating in weekly Calibration meetings with Quality Assurance and Customer Service Management, taking tier 3 escalation calls, working with multiple teams to build and implement Performance Improvement Plans and participating in both applicant and exit interviews.• Additional responsibilities include leading the Customer Service team in a cross-function initiative to provide level 1 technical support to Energy Advisers both in the field and in retail sales channels, across multiple markets, supporting Just Energy Mobile application, leading and implementing a new Work From Home initiative, participating in weekly leadership meetings, working with the Business Process Improvement team to help in in identifying opportunities and areas of growth, and helping employees to plan out career paths within the organization.• Additional duties including working with the Learning & Development team in updating and improving upon the current processes for multiple North American markets, and continuing to deliver Just Energy training materials to new and existing staff.• Additional secondary tasks include answering live walk in tier three, escalated onsite customer visits and ensuring that all their needs are met, working with the Vendor/Partners to coordinate downtime and reallocate volume and working with the facilities and IT teams to expand upon the current work environment to optimize employee efficiency.

Mississauga, Ontario

• As a Technical Support Team Lead, duties include managing a team of level one and level two Technical Support Engineers.• Primary responsibilities include assigning technical support cases, monitoring support staff’s calls, emails and cases while providing constructive feedback, mentoring and coaching on a regular basis; running daily, weekly and monthly reports and analyzing support metrics, providing weekly cause audits, participating in weekly triage meetings with Quality Assurance and Development teams, taking level three Support escalation calls, participating in employee interviews, exit interviews and job fairs.• Additional responsibilities include participating in weekly leadership meetings, participating in new hire employee interviews for other departments, mentoring new employees, identifying opportunities and areas of growth and helping employees to plan out career paths.• Additional duties including updating and improving upon the current training process for the current on-boarding process, creating and enhancing existing process an procedures within technical support and continuing to deliver SOTI training documentation and materials to new hires within Technical Support, Presales, Professional Services and other various departments.• Routinely attend and present customer service and technical training sessions globally.• Travel to customer and partner sites to participate in collaborative work, compile detailed documentation and information to disseminate back to SOTI. • Additional secondary tasks include answering live tier three, escalated calls and email inquiries, advanced troubleshooting the SOTI suite of Software including MobiControl, MobiAssist, Remote Mastermind, Mobile Command Center, Pocket Controller Enterprise, Pocket Controller Pro, Pocket Controller for BlackBerry and Pocket Controller for Android.

Mississauga, Ontario

• As an Information Technologies Analyst, duties include answering, redirecting and replying to client emails through Microsoft Outlook• Primary responsibilities include collecting incoming incident or request emails from internal clients, assessing the request and/or incident, creating and logging a ticket in the CRA’s REMEDY system, redirecting the ticket to the appropriate internal IT support division and informing, updating & coaching the client/requester• Working in an HDI certified environment, secondary duties also included informing and educating clients on procedures, processes and providing basic technical knowledge of multiple platforms as well as business specific systems• Administrative duties include sending and receiving faxes, emails, making outbound telephone calls to other departments • Routinely attend customer service webinar training• Continuously strive to implement improvements upon the business procedures/processes within the organization

• As an information specialist, duties included answering, transferring and interacting with Rogers Avaya switchboard/telephone system • Responsible for retaining customers who are interested in cancelling Rogers services and disconnecting accounts when customers move, switch to the competition or continue to be unsatisfied with Rogers service and only after no “save” can be made• Customer service duties included providing detailed billing information, minimal technical support, as well as up-to-date current information on products and services, on a Nation-Wide level, using Rogers SGI/Supersystem and Rogers Knowledge Management Tools. In addition, this included processing payments, booking payment arrangements or tracking lost payments• Displayed diligent work practices when verifying each caller and their level of authorization and security on applicable accounts• Exceptional ability to recognize verbal cues to identify opportunities to "Bridge to Sales" and recognize the customers needs. This is used to provide the customer with options to maximize their experience with Rogers services and products, while adding to Rogers overall revenue• Volunteered for Nationwide system "Pilot-Launches" for Rogers new Operating system(s)• Proficiently de-escalated situations with irate or "passionate" customers while exhibiting high levels of care & understanding, using personal empowerment to mutually benefit the company & customer while retaining customers• Enthusiastically involved in Peer Work/Peer Help which involved pairing up with a co-worker or group of co-workers for training and improvement purposes• Diligently relayed all financially impacting information and knowledge of Rogers policies, terms & conditions, as well as providing additional information regarding options for convenient equipment pick-up or return, to make all transactions as smooth, pleasant and as customer focused as possible