Mark Samson Email & Phone Number

Calgary, Alberta, Canada

Working as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. • Strategically plan and oversee the allocation of Client Service Staff (CSS) to client engagements to ensure alignment with the firm's strategic priorities and to meet the planned business metrics• Proactive management and scheduling of resources to meet Firm utilization targets with primary focus on staff leverage and peak season metrics• Gather information on staff… Show more Working as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. • Strategically plan and oversee the allocation of Client Service Staff (CSS) to client engagements to ensure alignment with the firm's strategic priorities and to meet the planned business metrics• Proactive management and scheduling of resources to meet Firm utilization targets with primary focus on staff leverage and peak season metrics• Gather information on staff career planning/goals, strengths, areas of opportunity to aid in allocating the right staff to the right client at the right time• Resolutions of unassigned clients and reallocations for new joiners/leavers• Collaboration and teaming with other RM professionals including; focus on continuous improvement, sharing of best practices and liaising with other lines of service on borrowing/lending, staff secondments• Analyze standard productivity reports and provide recommendations on the appropriate action plan or activities required• Analyze business needs and staff requests to establish new career paths as required; developing ongoing approaches to easily match staff interests with firm needs• Proactive management and analysis of staff availability, including communication to all regional counterparts to promote and focus on sharing resources across the country• Review and analyze monthly financial results with a focus on partnering with local leadership to provide recommendations and solutions on various operational matters including utilization, chargeable hours and headcount• Develop solid working knowledge of RM technology, including TalentLink Staffing & Deployment, supporting assignment planning allocations, forecasting and reporting• Support and delivery training to all staff on the use of all Talent Link modules• Collaborating with the team, focus on required enhancements or the development of new technology tools to continuously drive improvement Show less

Calgary, Canada Area

Responsible and accountable for emergency medical services (EMS) call answering/triaging and EMS dispatching. Calls may be for pre-hospital emergencies, inter-facility transfers, or air ambulance requests. Obtain and record crucial information from callers including the nature of the emergency and the location. Assign the closest, most appropriate resource to respond. When necessary, also provide verbal instructions to manage the emergency situation until the EMS crew arrives. Decide which… Show more Responsible and accountable for emergency medical services (EMS) call answering/triaging and EMS dispatching. Calls may be for pre-hospital emergencies, inter-facility transfers, or air ambulance requests. Obtain and record crucial information from callers including the nature of the emergency and the location. Assign the closest, most appropriate resource to respond. When necessary, also provide verbal instructions to manage the emergency situation until the EMS crew arrives. Decide which hospital the patient should go to and determining where each ambulance should be after a call to ensure the appropriate coverage of the response area (system status management). Show less

Provide in home and off site support for non-technical users with computer issues.• Troubleshoot computer hardware and application issues on Windows based PC’s. Troubleshooting included (but not limited to) many 3rd party applications, MS Office, routers, printers etc…• Recently have been assisting with iPhone/Android phone issues. Troubleshooting apps that do not work, phone slowness and battery issues.

Oversaw creation and implementation of reports for a newly launched Performance Analysis team. Wrote documentation for new process and refined reports to aid training of new hires. • Contributed to improving critical call center metrics by increasing transparency and quality of performance data. Collaborating with database administrators, implemented reports that pulled required from multiple sources.• Used new reports to author (PowerPoint) presentations for the executive leadership… Show more Oversaw creation and implementation of reports for a newly launched Performance Analysis team. Wrote documentation for new process and refined reports to aid training of new hires. • Contributed to improving critical call center metrics by increasing transparency and quality of performance data. Collaborating with database administrators, implemented reports that pulled required from multiple sources.• Used new reports to author (PowerPoint) presentations for the executive leadership team. Presentations became a critical part of the call center operations over a 2-year period as data became critical in operations decision making.• Documented numerous processes for New Hire Handbook and trained new team members, standardizing training and improving employee effectiveness. • Recognized for consistently meeting or exceeding deliverables and supporting team members overwhelmed with a higher-than-normal workload. Show less

Led planning process, delivery, and implementation of the outbound contact portion of the call center, transforming it from an overloaded operations group to the Workforce Planning Real Time team.• Overhauled operations’ existing processes for calling customers (outbound), time off, overtime and to align with all other departments under the workforce planning umbrella. Changes were critical in streamlining processes across the company and alleviating the workload on the operations team… Show more Led planning process, delivery, and implementation of the outbound contact portion of the call center, transforming it from an overloaded operations group to the Workforce Planning Real Time team.• Overhauled operations’ existing processes for calling customers (outbound), time off, overtime and to align with all other departments under the workforce planning umbrella. Changes were critical in streamlining processes across the company and alleviating the workload on the operations team. • Created companywide communications and was the main workforce contact for all process changes related to outbound implementation changes. • Delivered on ongoing accountability of decreasing agent headcount in real time with paid and unpaid time off, increasing agent efficiency, and generating company savings.• Analyzed weekly staffing closely to identify issues with opening and closing staffing levels. Blocked automated time off approvals for staff opening and closing the call center, allowing for manual approval only and ensuring we could control critical shifts closely. Show less

Assisted in driving a solution for incorrectly submitted orders that would not properly flow through the system.• Implemented an order checking process for team, which took resources off inbound calling but alleviated 80% of the call backs that were a result of improperly processed orders. • Assisted with order entry for staff calling that were experiencing system issues.• Ensure functionality of wireless network devices set up through the TELUS Broadband router (ie: printers… Show more Assisted in driving a solution for incorrectly submitted orders that would not properly flow through the system.• Implemented an order checking process for team, which took resources off inbound calling but alleviated 80% of the call backs that were a result of improperly processed orders. • Assisted with order entry for staff calling that were experiencing system issues.• Ensure functionality of wireless network devices set up through the TELUS Broadband router (ie: printers, scanners etc…)• Technical assistance for field support technicians that were unable to get a customer’s service working. Performing line checks and tests to identify connectivity issues as well as help setting up customers in home equipment such as, routers and TV Boxes. Show less

Planned ramp-up of new contracts in the contact center, including hiring staff based on forecasted call volumes. • Working with vendors, improved forecasts using historical trends overlaid with current arrival patterns, which in turn improved agent utilization and saving budget on hiring.• Preplanned vacation time and limiting overtime to critical times only, meeting vendor requirements and satisfy company budget.• Assisted with new employee orientation presentations by explaining… Show more Planned ramp-up of new contracts in the contact center, including hiring staff based on forecasted call volumes. • Working with vendors, improved forecasts using historical trends overlaid with current arrival patterns, which in turn improved agent utilization and saving budget on hiring.• Preplanned vacation time and limiting overtime to critical times only, meeting vendor requirements and satisfy company budget.• Assisted with new employee orientation presentations by explaining all aspects of WFM and how agents interact with the team daily. Show less

Canada

Real time call center monitoring and staff planning to ensure calls were answered based on contracts with specific vendors.• Relied on for strict monitoring of real time queue situations and agent utilization. Saved 10-15% of staffing budget per day by soliciting time off when the conditions were ideal.• Implemented real time daily performance reports using Aspect database data. Information was used for better call center forecasting

Glace Bay, Ns

Worked with various 3rd party vendors to provide the best possible experience for each customer.• Resolved complex technical issues and proactively supported MS Windows XP/Office software as Tier 2 representative.• Resolved home networking issues as part of the windows XP Tier 2 Support Team.• Assisted on site employees using iBahn as their service provider over the phone with troubleshooting / replacing faulty hotel networking equipment.

Computer Networking And Repair Technician

Bachelor Of Business Administration (Bba), Business Administration - First Year