Michael Forde Email & Phone Number

Toronto, Ontario, Canada

- Productivity scores averaging 95%, consistently above team averages- Achieved highest retention rates of 80% with high value orders, retaining $10-$25k purchases- Maintained lowest cost per offer, lowest ACH of 5 min and consistently in top three of most surveys received- Coordinate between customer, carriers, retailers and internal departments for resolutions <24 hours- Assigned outbound and departmental projects, delegations and VIP escalations within the first few months

Ontario, Canada

- Generate leads, complete full sales cycle, onboarding, manage all post-sales and improvement activities- Consult and assess SMBs pricing models with payment infrastructure solutions- Collaborate with internal Partners to balance mutual profitability and cost-effective solutions- Continually investigate payment models for competitive development and services offerings- Build relationships with third parties to develop client solutions via product parameters

Montreal, Quebec, Canada

- Managed hundreds of SMEs for gateway/terminal deliveries, onboarding and full account synopsis- Handled post-sales analytical strategic retention, expansions, technical liaison support and de-escalations- Consistently achieved greater than 95% in Quality Assurance- Improved lost productivity by 60% for both teams- Saved the company approximately $750 per month in lost productivity costs - Surpassed target of <24 hour SLA along with <1% monthly escalations

Montreal, Canada Area

- Improved onboarding rate by 80% and website submissions and integrations by 90%- Decreased resubmitted websites by 29% and increased approved websites by 22%- Reduced overall SLA from 72 to 12 hours and website submissions from 3-5 days to under 12 hours- Initiated reports/projects to improve internal/external features, such as an independent QA and above- Collaborated with departments/VP to resolve deficiencies and to negotiate agreements between parties- Supervised and assigned new roles to the team as responsibilities evolved and completed team evaluations

Montreal, Canada Area

- Completed onboarding setups, resolving transactional, integration/technical and escalation issues- Reduced and maintained Business SLA from 72 to 24 hours- Developed and improved training material, supervised, trained, evaluated and delegated tasks to a remote team - Coordinated with management to resolve account escalation and departmental deficiencies- Initiated and implemented Business Quality Assurance score guide and eventually to all departments

Montreal, Canada Area

- Achieved within top three for most sales within the team during promotions with the smallest territory- Strategically negotiated and upsold using detailed account analysis- Received, processed and confirmed weekly orders to over 500 accounts in BC - Multitasked National incoming/outgoing calls, emails, directed escalations and Supervisor delegations- Communicate updates/procedures to local BC Sales Representatives (TMR) Team.- Generated weekly and daily reports to management

Kahnawake

- Consistently achieved over 90% Quality Assurance score- Liaison between: other departments, supervisors and clients to resolve complex member issues - Enforced iGaming company policies with or without Managerial coordination- Resolved member issues with: transactions, account updates and site features - Developed/maintained a repertoire of responses for efficient email and call resolutions

Montreal

- Scrutinized, escalated and coordinate accounts through detailed reports and analysis with other teams- Enforced AML/CTF policies in relation to PCMLTFA, Fintrac and FCA guidelines- Reviewed Compliance procedures for comprehensive account analysis

Montreal

- Analyzed and developed new internal procedures to improve Customer Services (CS) deficiencies- Initiated projects with departments, a resource center and Retention guidelines improving CS efficiency- Organized interdepartmental, Montreal and Mumbai meetings to review internal procedures - Revised Quality Assurance structure and procedures

Montreal

- Achieved over 95%+ in Quality Assurance Average- Maintained less than 24 hour SLA in all associated Customer Support queues while multi-tasking between all disposable communication channels, i.e. tickets, calls and chats- Completed all additional delegated tasks assigned by Management

Bachelor’S Degree, Music

Activities and Societies: University Singers' Chorus, Chamber Choir and the Wind Ensemble.- Participated in University Singers and Chamber.

Associate’S Degree, Piano Performance, Associate Of The Royal Conservatory Of Toronto

Activities and Societies:- Completed required Theory, History and Aural examinations. - Performed concert repertoire before RCM examiners.