Markus Ikonen Email & Phone Number

Victoria, Bc

- Collaborated on and facilitated over 100 successful product launches, bolstering Shaw's competitiveness in services like streaming video, internet, and phone offerings.- Utilized data analysis to identify and address avoidable impacts within Shaw's High Split Technology Roadmap, resulting in a 20% smoother implementation process.- Efficiently managed Jira sprints, conducted productive standup meetings, and maintained ServiceNow requests, contributing in project tracking efficiency.- Demonstrated effective leadership by overseeing a small team, providing training opportunities, and nurturing professional growth, resulting in a 20% increase in team productivity.- Acted as a Change Management ambassador, capturing and mitigating stakeholder risks for project success.- Played a significant role in delivering multimillion-dollar projects for industry giants like Comcast, Netflix, Amazon Prime, Disney+, and Apple TV+, leading to a 25% increase in customer satisfaction. Developed comprehensive business case assessments that led to an operational efficiency.- Contributed substantially to Knowledge Management strategies for new products, ensuring effective documentation and support processes.

Victoria, Bc

- Liaised with Technical Operations stakeholders to identify and document continuous improvement opportunities, positively impacting agent engagement, customer experience, revenue generation, and leakage, leading to a 10% increase in revenue and improvement in customer satisfaction.- Developed compelling business cases with cost-effective recommendations, risk assessments, and short-term and long-term benefits, resulting in cost savings ]and enhanced agent and customer experiences.- Monitored and reported on product launch success across various key performance indicators (KPIs), ensuring consistent audit and understanding of agent process compliance, sales work order compliance, trouble ticket trends, first call resolution, and escalation rates.

Victoria, Bc

- Spearheaded the role of Operations ambassador for frontline staff, pinpointing operational inefficiencies and fostering continuous improvement, which led to reduction in operational inefficiencies.- Applied Lean Six Sigma methodologies during job shadowing with frontline staff to identify and rectify operational inefficiencies, including swivel chair processes and resource shortages, resulting in a 10% reduction in operational costs.- Demonstrated a keen eye for identifying and capitalizing on "low-hanging fruit" opportunities, resulting in the development of monthly business cases for swift and cost-effective operational enhancements, such as automating manual tasks, which led to a 10% increment in revenue income.

Victoria, Bc

- Led a high-performing team of Tier 2 experts providing support to frontline agents and external customers, resulting in a 20% improvement in issue resolution time and a $5 million increase in revenue income. - Managed high-priority and VIP escalation requests, connecting external customers with the necessary internal stakeholders for the resolution of complex and ongoing customer issues, which improved customer satisfaction.- Assisted in the opening of a new call center, involving logistical planning, recruitment, and the development of leadership bench strength, which resulted in a reduction in onboarding time for new hires.

Victoria, Bc

Victoria, Bc

Victoria, Bc