Mitchell Doyle Email & Phone Number

Halifax, Nova Scotia, Canada

• Design, implement and manage enterprise-wide support processes and programs. Business analysis, process design, and project management activities. Responsible for leading the implementation of necessary tools.
• Understand the company’s customer success - support operating model and commercial objectives and how they translate into efficient and standardized business processes.
• Collaborate with Support Managers in process delivery and process re-engineering; anticipate requirements, uncover areas for improvement, and develop/implement solutions.
• Use expertise in industry-standard methodologies, policies, procedures, and methodologies to establish process excellence and ensure transformation objectives are met.
• Analyze existing “as is" process using different techniques and methods, including documentation of the existing flow.
• Provide guidance on “to be" process and work with subject matter authorities to obtain agreement

Halifax, Nova Scotia, Canada

• Responsible for creation and vetting of support procedures, statistics and special projects for the Splunk client.Duties include:
• Creating, vetting and standardization of support documentation.
• Communication to the Splunk organization on process updates and new support guidelines.
• Attending numerous weekly meetings and creating action plans to meet client expectations.
• Support the team in day-to-day activities to achieve business KPIs.
• Identify trends and repetitive issues for the client and/or Blue Ocean.

Halifax, Nova Scotia, Canada

• Dates Employed Nov 2018 – Nov 2020Location Halifax, Nova Scotia, Canada
• Creating, vetting and standardization of support documentation.
• Support the team in their day-to-day activities to achieve business KPIs.
• Communication to the Splunk organization on process updates and new support guidelines.
• Publishing review of Splunk internal and customer facing Knowledge Base.
• Use of Google Docs to assist in tracking Tier 1 error rates and Tier 2 tasks.

Halifax, Nova Scotia, Canada

• Responsible for supervising and managing a team of technical support and returns agents.
• To train, monitor, motivate and coach agents to exceed quality and productivity goals based on specific client requirements
• The coaching team is responsible for monitoring a minimum of 3 calls per agent per week and coaching each agent at least once a week
• To support Management Team in the day to day operations to profitably meet the project objectives
• To ensure Blue Ocean policies and procedures are consistently communicated and applied to all agents
• Deliver performance evaluations

Halifax, Nova Scotia, Canada

• Maintained a vast knowledge of technical support for all hardware products. Including touch screen televisions and Projectors.
• Upheld high standard for customer service and Maintained tight deadlines and call turnaround.
• Consistently worked to improve my accuracy and efficiency.

Halifax, Nova Scotia, Canada

• Provided customer service and technical support to business customers having issues with their mobile internet.

Dartmouth, Nova Scotia, Canada

• Multi-tasking in a fast paced work environment
• Well polished communication and verbal skills
• Competency using Windows
• Assisting other agents with difficult situations