John Ryan Bollozos Email & Phone Number

Operating Room

Vancouver, British Columbia, Canada

Surgical Nursing Unit

Halifax, Nova Scotia, Canada

Neurosurgery (7.3)

Halifax, Nova Scotia, Canada

Halifax, Nova Scotia, Canada

Halifax, Nova Scotia, Canada

• Facilitates internal call monitoring, client and CSAT calibration sessions.• Analyzes, manages and delivers data to Operations, Client Services and Training relative to individual, team and program level results/trends for the program's top 2 success drivers (KPIs)• Partners with local Operations to drive analytics.• Subject matter expert for Quality related client interaction on site. • Provides insight to Operations and Account Management relative to improvement opportunities • Provides recognition to high performing teams and individuals' relative improvement in the top two success drivers for the program.• Develops rapport and strong working relationships with internal operations and key management personnel • Consults with Quality Management on process improvement, training, environment, Quality and CSAT tools and analysis, recommends and initiates appropriate change• Interacts and coordinates with International Quality Monitoring team across all accounts to share best practices and ensure consistency

• Effectively interact with team members that have diverse backgrounds and temperaments, while demonstrating a genuine interest in team members, maintaining open lines of communication with team members and being an advocate for team members. • Coach team members on their performance on a regular basis, and write and deliver bi-annual performance appraisal. • Communicate positive as well as negative feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement. • Consistently monitor team to proactively identify potential problems and with guidance ensures appropriate parties are engaged through to resolution.

• Sample and evaluate end-user transactions (i.e telephone calls, e-mails, web, fulfillment, etc.) for accuracy and conformance to Quality standards.• Report results of evaluations to appropriate Quality/Operations stakeholders (Quality Leadership Supervisor and Account Management) on a weekly and monthly basis.• Facilitate program specific internal calibration sessions.• Achieve departmental productivity requirements (e.g. number of calls monitored per month on schedule, number of emails evaluated, etc.)• Proficiency in use of Quality reporting databases.

• Interface with customers via inbound or outbound calls or the Internet for the purpose of passively or actively selling products and services. • Includes processing customer order and sales; providing and receiving various information; up-selling client products plus handling miscellaneous customer service and general information calls via phone or Internet• Reports directly to the Team Leader

Bachelor Of Science - Bs, Registered Nursing/Registered Nurse

Bachelor Of Science - Bs, Industrial Engineering