James W. Macdonald, Mba Email & Phone Number

Toronto, Ontario, Canada

Providing Intelligent Automation Solutions for Customer Service TeamsAt Intradiem, we deliver the only people-first customer service solution that unlocks untapped capacity in contact centers. By reallocating resources intelligently, we empower customer service teams to achieve a better employee experience, elevate customer satisfaction, and deliver.

Toronto, Ontario, Canada

• Oversee Strategy, Delivery, Operations and Performance of Canadian Personal Banking front-line applications suite. Provide technology to meet more customer needs and deliver shareholder value.
• Availability & Performance of Canadian Sales & Service Applications: Manage 24 applications supporting sales and servicing functions in Canadian branches (C3, S3, iCal, Branch Managers Handbook).
• Best in Class Project Delivery: Directed a team of business analysts, managing requirements, business solutions, system validation, testing support, and deployment.
• Escalated Support: Centralized 24/7 business support of incidents to maintain the availability and performance of Branch technology (hardware, applications, network & servers).
• Employee Policy & Procedure Portal: Oversaw all aspects of branch intranet: retail policy & procedure content, creation & development of new retail campaign pages, publishing, and support of all content changes.
• Solutions Delivery & Support: Managed Relationship Builder and Complaints Management (Sales Force).

Toronto, Canada Area

• Oversaw and managed TD Canada Trust, TD Bank, America’s Most Convenient Bank, TD Wealth Direct Investing, TD Insurance & Customer Assistance lines of business.
• Managed 125MM inbound calls annually with 83MM self-served in the IVR's, 16MM outbound attempts, 2,000 toll free numbers and 2,500 voice recorded segments.
• Served as capabilities owner for over 5.1MM annual digital interactions including email, chat, SMS, Messenger and Social.
• OMNI Dial – Successful in being the first bank in Canada to introduce this authenticated click to call functionality that passes context to the call centre agent with the call. Quickly followed with a US launch.
• Contact Centre Fraud tools | Voice Biometrics Fraud Prevention Platform: Led launch in US retail banking in 2016 & Canadian Personal Banking in 2018, Pindrop & Fraud Miner, resulting in decreased fraud, lower handle.

Toronto, Ontario, Canada

• Led the Operations, Incident, Premises, Access Management, Delivery and Workforce Systems teams with accountability for the Rogers and Fido brands.
• Oversaw strategic planning and led the delivery of complex technology and business solutions supporting 15,000 agents across 11 internal and 22 third-party sites for Rogers’ contact centers.
• Provided strategic direction for IT infrastructure decisions representing Customer Care supporting call centre infrastructure, call routing design, the Enterprise Workforce Systems platform, agent performance.
• Served as program owner of the contact centre technology roadmap to refresh the legacy infrastructure across all Rogers and Fido centres. Deploying a new Genesys platform including a centralized routing engine.
• Deployed enhanced agent scorecard and performance management tool across the Customer Care, National Technical Support Delivery, Business Care, National Inside Sales, and Credit Operations departments.

Master Of Business Administration (Mba)

Introduction To Meddic

Education record