Michael Pyke Email & Phone Number

Surrey, British Columbia, Canada

Supports the daily operations of the customer information services department and in administering a variety of customer information systems within the Customer Information (CI) Automation department. Manages, develops and is responsible for the implementation and maintenance of all customer information systems for optimum utilization and quality assurance.

Burnaby, British Columbia, Canada

White Rock, British Columbia, Canada

White Rock, British Columbia, Canada

White Rock, British Columbia, Canada

Direct 30 customs clearance coordinators/specialists delivering custom releases. Guided orientation and training of new personnel. Investigated and resolved customer issues. Create and update process, procedures, staffing and succession plans, training and other operational activities. Prepare department reports, monitor KPIs and produce weekly templates.

Manila, Philippines

• Oversaw daily Operations aimed at reaching key business metrics, ongoing improvement goals, and with a four-member management team with 65 related direct reports.
• Empowered staff members to contribute to continuous improvement, quality, and growth of the company by using creativity and project planning.
• Supported community outreach initiatives by partnering with local organizations.
• Reduced process lag by effectively managing 6 Supervisors for productivity, efficiency, improvement, and customer satisfaction.
• Facilitated HR operations, including strategic workforce planning, performance management, staffing, and administration of benefits.
• Maintained continuous improvement by initiating customer interface management systems (Zendesk) through email communication, live chat services, instant messaging, video conferencing, and social media.

Vancouver, Canada Area

• Interviewed, hired, trained, and led 21 front-line team members utilizing technical tools, processes, and procedures to provide exceptional service to a diverse customer base.
• Established processes by identifying areas for continuous improvement aiding operational excellence.
• Formed and maintained relationships with internal stakeholders to coordinate support issues, provide customer service, and preserve revenues.
• Spearheaded training initiatives to improve employee performance and bottom-line business results.
• Conducted regular employee performance evaluations to offer constructive feedback and solutions to propel improvements and growth.
• Coordinated and encouraged professional development among direct reports.

Delta, BC

• Provided customers with first-rate experience and developed long-lasting relationships.
• Provided value-added approach to meet customer personal financial needs by analyzing and profiling customers and cross-selling financial products.
• Drove branch growth and profitability, building credibility, developing relationships, and increasing visibility within community and industry.
• Completed transactions including deposits, withdrawals, money orders, and checks.
• Earned IFIC (investment Funds in Canada) certification within the first three weeks on the job to sell TD Mutual Funds within client investment profiles.
• Developed and participated in campaigns and fostered relationships with outside influencers and referrals to provide optimal sales and service results.

Surrey, BC

Facilitated on-site training to new and existing agent population on products, sales positioning, and Customer Service. Conducted agent quality call monitoring to provide constructive feedback and collaborate with call center supervisors to develop a personalized agent solution. Implemented standards and performance criteria to continually improve sales.