Mike Mcmanus Email & Phone Number

Richmond, British Columbia, Canada

• Direct management of contact center for all post-delivery appliance service and escalations for Western Canada's largest appliance retailer with 12 locations• Manage productivity, performance, and quality of team of 20 agents and 2 supervisors for 7 day/week operation• Appliance service over multiple sales channels: retail, single-family builder, multi-family builder, apartment replacement• Direct customer engagement in conflict resolution and escalated service issues: social… Show more • Direct management of contact center for all post-delivery appliance service and escalations for Western Canada's largest appliance retailer with 12 locations• Manage productivity, performance, and quality of team of 20 agents and 2 supervisors for 7 day/week operation• Appliance service over multiple sales channels: retail, single-family builder, multi-family builder, apartment replacement• Direct customer engagement in conflict resolution and escalated service issues: social media, Better Business Bureau, insurance claims, legal claims, executive escalations, property damage claims• Building and maintaining relationships with all major appliance suppliers and servicers with regular touch-base meetings• Cross-functional project management with leadership of multiple departments: finance, logistics, warehousing, reverse logistics, sales, executive level• Create and maintain all standard operating procedures for department• Reduced average speed of answer in service call center from 6 minutes to under 2 minutes with minimal headcount• Reduced average speed of response on email from 2-3 days to under 24 hours• Led project to replace pre-existing email and phone software with Zendesk, over 4 years of direct administrative and user experience• Working knowledge of CRM (Salesforce), inventory control (Syspro), other contact center/ticketing software (Five9, InContact, Zendesk) Show less

Richmond, Bc

Vancouver, Canada Area

Burnaby, Bc

• Directly manage three team managers• Manage a team of 68 call center, claims, digital support and billing customer service representatives for Canada’s largest multimedia advertising company• Ensure that all departments adhered to key performance indicators for quality and productivity • National prime contact for customer service social media inquiries, eSolutions, and billing inquiries• Comprehensive knowledge of search engine marketing and optimization. • Build and… Show more • Directly manage three team managers• Manage a team of 68 call center, claims, digital support and billing customer service representatives for Canada’s largest multimedia advertising company• Ensure that all departments adhered to key performance indicators for quality and productivity • National prime contact for customer service social media inquiries, eSolutions, and billing inquiries• Comprehensive knowledge of search engine marketing and optimization. • Build and foster ongoing strategic relationships to effectively partner with the business and key stakeholders to coach and influence business decisions• Manage multiple projects at a time• Driving individual and organization effectiveness through the superior executive of department programs and key deliverables derived by the business strategy• Knowledgeable on change management philosophy relevant to today’s changing workforce• Provide strategic support to workforce planning on current and future recruitment needs• Provide coaching and advice to team managers regarding employee relations issues• Partner with local Human Resources for complicated employee relations matters• Support various organizational restructuring initiatives Show less

Burnaby, Bc

• Duties include managing team of 22 customer service representatives in busy call center for Canada’s largest multimedia advertising company• Responsible for ensuring that team’s key performance indicators for call productivity and quality are met or exceeded, coaching CSRs for performance and disciplinary purposes, and handling escalated/dispute calls as required• Founded and co-directed company’s national customer service social media program• Managed Customer Service… Show more • Duties include managing team of 22 customer service representatives in busy call center for Canada’s largest multimedia advertising company• Responsible for ensuring that team’s key performance indicators for call productivity and quality are met or exceeded, coaching CSRs for performance and disciplinary purposes, and handling escalated/dispute calls as required• Founded and co-directed company’s national customer service social media program• Managed Customer Service business unit’s involvement in annual “Shop The Neighbourhood” local small business marketing campaign, company’s largest annual promotion• Assumed responsibility for company’s email and web-based support requests in March, 2015; average response time reduced from 21 day average to 5 day average as of May 2016. Show less

• Duties include dispute resolution and negotiation of claims valued in the millions of dollars with western Canadian customers of Canada’s largest multimedia advertising company• Thorough understanding of a wide and dynamic range of print and online advertising products and services• Proven levels of efficiency, productivity, and negotiating skills in regular and escalated claims• Creator and editor of “Life in Yellow” corporate regional newsletter

New Westminster, Bc, Canada

Managed all operations for a shift of 50 employees at customer support subsidiary (email/call center) of world’s second largest online poker site. Promoted to Supervisor in January, 2006 (immediately after 3 month probation period as customer service representative). Promoted to Operations Manager - Customer Service in July, 2006. Extensive and comprehensive knowledge of all facets of all forms of poker, customer contact operation, online poker promotions and operations, and investigations… Show more Managed all operations for a shift of 50 employees at customer support subsidiary (email/call center) of world’s second largest online poker site. Promoted to Supervisor in January, 2006 (immediately after 3 month probation period as customer service representative). Promoted to Operations Manager - Customer Service in July, 2006. Extensive and comprehensive knowledge of all facets of all forms of poker, customer contact operation, online poker promotions and operations, and investigations of e-commerce fraud & poker collusion. Instrumental in development and administration of company's responsible gaming policies and procedures. Show less