Michael Erganian Email & Phone Number

Montreal, Qc, Ca

Montreal, Quebec, Canada

Laval, Quebec, Canada

RESPONSIBILITIES:• Improve the quality of trainees by reporting on their success• Track and maintain new hires, and their progression through training and probation period.• Full integration of continuous training, cross-training and initial training reporting model• Improve visibility in trainer utilization• Milestone and Onboarding reports• Scorecard Management for trainers• Organization Alignment• Strategy Reviews, Planning, and Communication• Initiative Management for both Bell and Canada Post• Host weekly meetings with subject matter experts to ensure alignment on reported new hire headcounts/performance

Montreal, Quebec, Canada

RESPONSIBILITIES:• Manage Projects and customer expectations• Complete the entire lifecycle of projects• Define the scope of operational work in collaboration with the company• Develop, manage and track to an established schedule while effectively allocating resources to the activities.• Review the project schedule with management and all other staff that will be affected by the project activities.• Provide weekly status reporting internally and externally as required.• Additional responsibilities include driving process efficiency and ongoing development of deployment practices• Create and analyze and communicate bi-weekly sales reports• Managing both Sales agents and Programmers, ensuring quality service provided• Process mapping, identifying gaps and implementing best practices

1 Mount Pleasant Road, Toronto, Ontario

RESPONSIBILITIES:• Manage Projects• Create the annual budget required for projects• Collaborate with experts (SME’s) and 3rd party vendors• Build project plans and create rollout schedules• Conduct quality checkpoints• Conduct audits and report deficiencies• Conduct weekly status meetings• Create and provide weekly progress reports• Provide weekly sales reports to upper management• Monthly audits to ensure that reps are following the return policy and procedures correctly and efficiently• Develop and implement monthly incentive programs• Process mapping, identifying gaps and implementing best practices• Created all process documentationACHIEVEMENTS:• Successfully launched and managed an installation and maintenance program for traffic/people counters for over 900 Rogers Wireless locations across Canada.• Successfully launched and managed a wireless device tune-up program for more than 900 wireless locations across Canada, while handling all in store escalations and related technical issues resulting in a reduction in avoidable shipping costs to repair facilities, along with increasing customer satisfaction in stores.• Successfully launched an online sales lead program for 150 wireless stores nationally for both consumer and business sales groups, while working closely with clients to ensure all issues were resolved in a timely and efficient manner within the store.• Successfully launched a cable order entry system for 40 local store locations within the cable footprint, which supported and maintained cable sales and rental inventory counts and also provided customers with accessible locations to support their sales and technical needs.• Coordinated and facilitated training sessions for over 300 users on the use of a cable ordering system implemented in their stores. Created all process documentation for training new hires, and refreshers for active employees.

333 Bloor Street E, Toronto, Ontario

RESPONSIBILITIES:• Managed programs• Developed and implemented Incentive programs• Monitored daily processes and documented improvements• Managing all existing and new SKUs for all inventory• Monitoring inventory levels for all Rogers third-party and wireless dealer locations• Handling consumer and business escalations• Conducted monthly store visitsACHIEVEMENTS:• Successfully launched and managed a cable and internet demo program for over 400 stores nationally resulting in an increase of brand awareness in Rogers corporate and third-party locations.• Conducted various incentive programs to increase sales activities in retail stores resulting in a 10% annual increase in sales productivity.• Completed an end-to-end process map of the entire inbound sales flow. Identified system process improvements by analyzing existing processes and gaps to provide recommendations and implement solutions that increased consistency and efficiency with all retailers.

855 York Mills Road, Toronto, Ontario

RESPONSIBILITIES:• Managed Projects• Documented end-to-end processes for call inbound call centers within Rogers• Provided retailer support for new product launches, product bundling, and marketing campaigns• Performed store audits validating procedure compliance• Conducting cross-functional meetings discussing field sales needsACHIEVEMENTS:• Successfully launched an inbound fulfillment group to support field sales activities for over 30 field sales support representatives.• Successfully documented and implemented inspection programs for field sales activities, ensuring company quality standards were met.• Completed an end-to-end process map of the field sales activity. Identified system process improvements by analyzing existing processes and gaps to provide recommendations and implement solutions that increased consistency and efficiency with all retailers.• Performed audits of stores to ensure procedure compliance and to identify and resolve process issues.

Toronto, Ontario, Canada

• Resolving escalated calls from irate customers• Managed both inbound and outbound calls related to billing inquiries and sales• Worked in the Telecommunications Department, on manpower planning, and forecasting