Michael Pitts Email & Phone Number

Toronto, Ontario, Canada

- Successfully launched multiple programs with both online and offline workforces in multiple countries, obtaining a 95% customer satisfaction rate.- Worked with Technical Consultants on strategic solution design, requirements gathering, user acceptance testing and integrations.- Provided guidance on training and communications plan to support program launch and adoption.- Assisted in updating and launching enhanced reporting across multiple internal teams.

Kitchener, Ontario, Canada

- Responsible for coordinating, implementing, and managing key sales tools and support programs for greater operational efficiency across Partner Retail in conjunction with our internal cross functional peers.- Worked with the National and Regional leadership groups to gather input necessary to update and increase efficiency of reporting tools currently available to the Partner Retail teams.- Device launch prime for Partner Retail – liaise with key internal stakeholders and Partner Retail team to ensure successful roll out of all devices in our channel including comms, inventory and allocation.- Responsible for all escalations and feedback originating from Partner Retail locations, and worked cross-functionally with support groups to ensure customer satisfaction in a timely manner.

Toronto, Ontario, Canada

Work with the National Account Managers and Regional Sales Managers to identify and capture all business and support requirements for cross-functional programs planning, such as Pricing Programs, Hardware Launches, and more.Liaise with internal and external stakeholders on project design, implementation and execution Act as a subject matter expert on behalf of the Partner Retail channel, participating cross-functionally, to successfully deliver and execute projects in accordance with project/program launch dates Responsible for coordinating, implementing, and managing key sales tools and support programs for greater operational efficiency.Drive effective communications by acting as the subject matter expert to edit and feeding into Sales Bulletins and Job Aids, with counsel from peers.Coordinating training, and escalations to and from various operations groups to ensure sales readiness. Host weekly execution focused meetings with Directors, National Account Managers and Regional Sales Managers.Responsible for competitive weekly and ad hoc updates to the Senior Leadership Team.

Proactively monitor, track and control project outcomes by mitigating risks and resolving issues to ensure the overall business readiness of the solution. Create and maintain various operational reports and dashboards, using tools and programs such as Excel, SQL, and PowerBI.Development of improvements for Repair Module and enhancements to include device protection in the customer dashboard.Act as the liaison between 3rd party vendors and internal Rogers teams to address daily business issues.Create and maintain operational procedures, including providing guidance to store representatives to navigate the complexities of In-Warranty and Out-of-Warranty repairs, and supported devices.Re-design of existing customer program including training for frontline sales representatives.Implementing escalation support for operational issues, including overhauling the Branded Retail Operations escalation process.Support the launch and evolution of Oneview for retail, including future enhancements to help drive sales and mitigate errors during sales transactions.Expand Oneview Retail to incorporate ordering and sales for Ignite services.Decommissioning legacy sales tools and products to evolve with changing business requirements.Implement and deliver new store format concepts.Ordering and tracking hardware to be used for replacing/refreshing in-store POS systems.Work in collaboration with the Area Managers, Dealer Business Managers, Store Managers, and Store Representatives to identify and resolve process and procedural gaps.Provide and implement additional tools and/or resources to assist our stores.Collaborate with other members of the Branded Retail Operations team to improve and enhance retail operating procedures.Work directly with Store Support Analysts to improve efficiencies and provide coaching opportunities.

Toronto, Ontario, Canada

Support our frontline sales teams by assisting to remove barriers impacting their abilities to support customers. This includes both Dealer and Corporate Branded stores, Area and Dealer Business Managers. Use knowledge of company process and policy to resolve complex customer escalations using V21, SGI, Maestro, SSP, Nova and other systems and applications. Work creatively, collaboratively and analytically to solve problems .Manage user access to systems such as Sales Portals, Spartan, Store Locators, Google & Facebook Map and contact pages.Assist with day to day store operations, with the ability to process requests for store repairs, merchandising and various general maintenance for retail locations.Ability to focus on problem solving and making a decision to improve overall operations.In-depth understanding of Device Repair, Device Protection and Trade processes and programs with the ability to comprehend technical escalations and provide recommendations.Support the Operations team on projects/programs from original concept through to final implementation.Develop and work with reporting tools such as Excel and Power BI to develop reports to highlight business trends.

North York

Represent the Sr. Executives across Rogers Communications Inc.; correspond with customers who have escalated their concerns to the attention of our Executives and Sr. ManagementBe knowledgeable and up to date on changes to policies and procedures in regards to Rogers wireless, Rogers cable and Fido wireless programs.Respond to customer queries and complaints by telephone, in writing, and in person in a professional and timely manner from the Call Centre Management, Rogers.com or Regulatory bodies.Handle issues of a sensitive nature in an effort to resolve customers issues and maintain a positive customer experience.Identify opportunities to improve the existing processes and policies that could result in customer dissatisfaction.Handle all incoming correspondence that has been sent by customer by social media, fax, email or letter.Trained 30+ Office of the President Advisors across Canada on the Fido brand both in person and remotely.Tracked and managed customer data to identify trends with processes that had opportunity for improvement.

Toronto, Ontario, Canada

-Provide weekly coaching to all staff members, as well as provide on the fly coaching.-Schedule and lead store meetings to ensure all processes and procedures are being followed-Recruit, hire and develop a cohesive sales team.-Responsible for ensuring monthly and quarterly store targets are being met-Accountable for ensuring store shrink is within target-Ensure all reps are up to date with required in-class and online training-Assist in customer escalations to ensure our service standards are being met-Delegate duties to ensure the store is fully clean and operational every day

Hamilton, On

-Accountable for driving and meeting store sales targets.-Provide training and support for transition to Jarvis, SIMS and the new Back Office-Qualify small business customers and create suitable solutions to their needs.-Conducted weekly and monthly store inventory counts in AS400.-Investigate stock discrepancies and expedite requests for needed stock and supplies-Coach and provide feedback to all Sales Associates in store.-Train all employees on policy changes as communicated by Rogers-Communicate changes of plans and equipment to all staff-Provide in-store escalation assistance to all customers-Assisted in the transition of Mountain Cable and Shaw customers to becoming Rogers cable customers.

Mississauga, Ontario, Canada

-Assisted customers in choosing products and plans to best suit their needs-Provided feedback and attended weekly conference calls to discuss up-to-date sales for our location-Met and exceeded monthly sales targets-Reviewed resumés for potential new hires and assisted during the interview process-Supported back office operations as the Manager on Duty-Provided solutions for escalated in-store customer concerns-Accountable for nightly deposits, as well as various transactions

Mississauga, Ontario

- Develop recruiting strategies to identify qualified candidates. - Determine and understand customers’ staffing requirements. - Evaluate candidates’ strengths compared with customers’ requirements. - Identify, select and recommend the best candidate for the client requirement - Negotiate wage rates and other terms of employment with candidates. - Maintain industry contacts to gain knowledge and obtain sales leads. - Manage and supervise current contract, contract-to-hire and direct placement employees.

-Assisted customers in choosing products and plans to best suit their needs-Provided feedback and attended weekly conference calls to discuss up-to-date sales for our location-Met and exceeded monthly sales targets-Reviewed résumés for potential new hires and assisted during the interview process-Supported back office operations as the Manager on Duty-Provided solutions for escalated in-store customer concerns -Accountable for nightly deposits, as well as various transactions

-Responded to escalated customer inquiries and concerns and provided pleasant, professional and knowledgeable customer service-Promoted products and services offered by Reliance-Coached new employees on dispute resolution and sales techniques-Provided support and guidance to co workers, addressing questions and concerns-Worked on various ongoing projects, including daily updates to call lists that are provided to other RISA agents