Michael Duncan, Cfa Email & Phone Number

Toronto, Ontario, Canada

Toronto, Canada Area

Through a rotational Program within the Phone Channel Strategic Initiatives, I worked with the Intraday, Scheduling, Forecast functions of the EWFM team. This entailed collaboration with co-workers on the intraday management team, to provide timely analysis and reports to on-the-spot requests from the business. I assisted with the creation of weekly schedules for 90 agents balancing service levels with agent restrictions. Within Forecasting, I used Excel to analyze historical data to identify trends and make projections.

As a CSR it was my primary responsibility to provide excellent frontline customer service to clients. I was able create best in class customer service through collaboration with my team within the branch, as well as using my advanced technical, communication and problem solving skills. I provided exceptional customer service in a fast paced retail branch in Markham, Ontario.

Education record

Candidate For Bachelor Of Arts, Honors Business Administration, Business/Commerce, General

Bachelor Of Management And Organizational Studies, Business/Commerce, General

Completed 2 years of Management and Organizational Studies Program with honors.