Kenneth O'Grady Email & Phone Number

Vancouver, Bc, Ca

Vancouver, British Columbia, Canada

Vancouver, British Columbia, Canada

• Managed portfolio of 50 test centre partners in Western and Northern Canada, owning their performance and revenue metrics and building relationships through continuous check-in conversations and site visits• Managed personnel at our Vancouver corporate site (20 direct reports) including recruiting, onboarding, scheduling, and professional development• Created testing schedules at centres, analyzing the fill rate of open tests, and presenting data to add availability• Developed… Show more • Managed portfolio of 50 test centre partners in Western and Northern Canada, owning their performance and revenue metrics and building relationships through continuous check-in conversations and site visits• Managed personnel at our Vancouver corporate site (20 direct reports) including recruiting, onboarding, scheduling, and professional development• Created testing schedules at centres, analyzing the fill rate of open tests, and presenting data to add availability• Developed internal reports based on users’ needs, performing QA and creating SOP documentation before deployment, and taking ownership of maintenance and continuous improvement.• Increased surveyed centre satisfaction by 12% within 6 months, using SWOT analysis to prioritize client portal improvements within IT resource budget, creating project tasks for design, engineering, and data teams• Reduced late starts at centres by 58% by analyzing operational efficiency and liaising with customer experience stakeholders to propose and implement a new test day policy, updating web and marketing content accordingly• Limited expenses to 21% of revenue for mobile labs deployed as temporary test centres, by analyzing costs and defining target registration volumes • Reduced task time by 50% and human errors by 75% for test schedule creation and editing by designing and implementing batch processes.• Determined market share and identified new business opportunities worth $4m by analysing IRCC (Immigration) report.• Researched 4 competitor's tests by comparing customer experience, test day procedures, test UI, and test content and reporting to IT, Product and Customer Service teams to kick-start improvement projects• Identified and onboarded 14 new North American centre locations by monitoring test availability changes by city per quarter and designing analysis to visualize test taker geographical data Show less

Cork, County Cork, Ireland

• Owner of automated transactional emails for 25 European online stores, acting as point of contact for external comms systems and workflows.• Collaborated with counterparts in American and Asian regions to globally align automated workflows and ad-hoc comms procedures.• Reduced customer contact volume for online store returns by 30% and increased satisfaction score by 16% by leading project to update automated emails, gathering requirements and performing User Acceptance Testing for… Show more • Owner of automated transactional emails for 25 European online stores, acting as point of contact for external comms systems and workflows.• Collaborated with counterparts in American and Asian regions to globally align automated workflows and ad-hoc comms procedures.• Reduced customer contact volume for online store returns by 30% and increased satisfaction score by 16% by leading project to update automated emails, gathering requirements and performing User Acceptance Testing for 150+ scenarios.• Composed and executed comms strategy for ad-hoc events (product launches, seasonal discounts, etc.), creating content and coordinating translations in 14 languages with external vendors.• Reduced external vendor expenses by 25% by publishing internal translation catalogue of recurring content.• Performed gap analysis of usage and engagement across Customer Service email suite for shipment exception scenarios to update and standardise content before deployment of new CRM tool. Show less

Cork, County Cork, Ireland

Cork, County Cork, Ireland

Cork, County Cork, Ireland