John Davies Email & Phone Number

Oshawa, On, Ca

Oshawa, Ontario, Canada

Whitby, Ontario

Whitby, On

North York, On

Increased Call Centre KPI Scorecard from 77% to the most recent result of 94% (scorecard measured semi-annually) by: - Developing an enhanced quality system to improve the customer service experience - Directing coaching and training plans to target key areas for development - Implementing forecasting and planning tools to maximize efficiency - Re-designing performance-based incentive programsDirect a team of 31 direct reports and up to 350 agent level indirect… Show more Increased Call Centre KPI Scorecard from 77% to the most recent result of 94% (scorecard measured semi-annually) by: - Developing an enhanced quality system to improve the customer service experience - Directing coaching and training plans to target key areas for development - Implementing forecasting and planning tools to maximize efficiency - Re-designing performance-based incentive programsDirect a team of 31 direct reports and up to 350 agent level indirect reports to provide inbound and outbound sales services for charitable lotteries in Canada and the USAAccountable for the integrity and fairness of lottery draws – up to 3500 draws per day during peak season.Responsible for creating and executing long term and real-time labour cost efficiency plans – leading to a sustained 21% gain in occupancy, and a 19% increased in sales performance while reducing cost by $6000 per month. Show less

Lead a diverse set of telematics teams of up to 350+ advisors - including Emergency Services, Subscriber Services, Technical Services, Billing and Customer Care, and Initial Contact Sales.Managed cross-functional Crisis Team providing immediate evacuation assistance during major floods, winter storms, and Hurricanes Gustav and IkeLead project to re-engineer site-wide monthly incentive program and to design Customer Experience Centres for coaching excellenceTrained and… Show more Lead a diverse set of telematics teams of up to 350+ advisors - including Emergency Services, Subscriber Services, Technical Services, Billing and Customer Care, and Initial Contact Sales.Managed cross-functional Crisis Team providing immediate evacuation assistance during major floods, winter storms, and Hurricanes Gustav and IkeLead project to re-engineer site-wide monthly incentive program and to design Customer Experience Centres for coaching excellenceTrained and mentored up to 21 managers on leadership concepts, team motivation and career developmentDirected improved sales results for each of the 4 months assigned to the sales team, with an overall increase of almost 9% conversion over the 4 months.Responsible for the recruitment, development, retention and engagement of managers and advisors to ensure KPI successCommunicated regularly with business partners to ensure needs and expectations were being metDesigned and presented strategic business plans and reviews on a monthly and quarterly basis to executive management teamsDesigned tactical business plans for 2007, 2008, and 2009 to ensure world class quality delivery while supporting revenue and margin goalsResponsible for revenues of over $24M with P&L accountabilitiesAudited process and developed corrective actions, preventative actions, and continuous improvement activities to ensure consistent KPI achievement Show less

Led the hiring of 4 Group Managers and 15 Team Supervisors.Implemented a performance based measurement tool to drive shift selection process, leading to improvement of 13.3%.Implemented a Career-based Incentive program leading to the promotion of 15 Support Professionals.Implemented monthly incentive programs geared towards both Supervisors and Support Professionals - the most recent program resulting in a 13% improvement in Customer Satisfaction… Show more Led the hiring of 4 Group Managers and 15 Team Supervisors.Implemented a performance based measurement tool to drive shift selection process, leading to improvement of 13.3%.Implemented a Career-based Incentive program leading to the promotion of 15 Support Professionals.Implemented monthly incentive programs geared towards both Supervisors and Support Professionals - the most recent program resulting in a 13% improvement in Customer Satisfaction scores.Communicate daily with Business Directors to ensure outstanding issues are being resolved, and all concerns are addressed.Executed Disaster Recovery plans including during Ontario's major power outage, and had our team prepared to accept additional inbound volume from other partners suffering through the same power outage.Designed and delivered training modules on High Five methods & Leadership Styles to Supervisors & Group Managers. Show less

- Created a multi-level Monthly Review Card focused on meeting key performance indicators, identifying areas for improvement, and generating performance incentive programs.- Created an analysis and follow-up process – using findings from Review Card and other statistical analysis – to increase key metric success from 30% to over 90% in less than 4 weeks.- Created a DSL Order tracking and Prioritization System – based on root cause analysis into shortfalls in key performance indicators –… Show more - Created a multi-level Monthly Review Card focused on meeting key performance indicators, identifying areas for improvement, and generating performance incentive programs.- Created an analysis and follow-up process – using findings from Review Card and other statistical analysis – to increase key metric success from 30% to over 90% in less than 4 weeks.- Created a DSL Order tracking and Prioritization System – based on root cause analysis into shortfalls in key performance indicators – to improve overall order provisioning efficiency from 54% to 98%.- Recommended cost-effective distribution strategies, based on analysis of market trends related to specific clients.- Prepared and executed a cross-sell initiative to improve yearly revenue from $2.5 million in revenue to $8.0 million.- Analyzed specific metrics, and implemented team-based processes to improve efficiencies. Show less

- Analyzed KPI requirements. Used findings to develop and distribute agent's guide to ensure efficient high quality customer service delivery.- Coached my assigned team of 21 agents to a 14.6% (12 points) quality improvement (from 82% to 94%) over 5 weeks.