Michael Buchanan Email & Phone Number

Delta, British Columbia, Canada

Delta, Bc

Richmond Head Office

* Lead a team of customer support admins to ensure after sale support to post delivery needs of the customer are exceeded.* Interpret and compile vast amounts of data to produce value added monthly metrics reporting within the business.* Train new staff on Customer Support Admin role.* Manage customer "rescue" situations to ensure brand is strengthened. * Determine team scheduling, vacation and coverage plans for team of 20 staff.

Vancouver, Canada Area

A dual capacity role of Analyst and Customer Care management.Analyst: Utilized MS Office software to produce regularly scheduled and on-demand value added analysis, recommendations and graphical representations, for customer satisfaction surveys, cares escalations, call volumes, investigation and FTE statistics.Customer Care Management: Primary national contact for customer cares for Banking Services, responsibilities included mediation, determining root cause, recommending… Show more A dual capacity role of Analyst and Customer Care management.Analyst: Utilized MS Office software to produce regularly scheduled and on-demand value added analysis, recommendations and graphical representations, for customer satisfaction surveys, cares escalations, call volumes, investigation and FTE statistics.Customer Care Management: Primary national contact for customer cares for Banking Services, responsibilities included mediation, determining root cause, recommending process improvements and negotiating restitution. Show less

New Westminster

Primary contact for customer Cares within Prairie region for Western Banking Services branch support offices.Supported relationship between branches and branch support centre, responsible for identifying, addressing and resolving service quality issues.Visited branches to gauge and improve the level of satisfaction they were receiving from branch support office.

New Westminster

Managed team of up to 14 staff that processed cash ordering team for all Western Canadian branches and ATM machines, data entry and General Ledger balancing. Performance Appraisals. Coaching, Salary and Bonus decisions, Counselling etc...During this time I also managed the Customer Experience Index Survey which I performed until October 2015. Responsible to extract and summarize service data and report to business on a national scale.

New Westminster

Managed daily computer, software, file issues from staff of 200+.Managed staff and equipment moves.Liaison between TD and businesses such as Pitney Bowes & IBM.

New Westminster

Various

Teller: Processed daily customer transactions such as withdrawals, deposits, bill payments, cheque certification etc...Head Teller: In addition to the teller duties, I was in charge of the cash vaults, ordering and shipping cash, Business transactions etc...Teller Supervisor/Personal Banker: In addition to Head Teller duties, I was responsible for ensuring teller line was performing, quick coaching, teller balancing, coaching notes as well as opening and closing personal… Show more Teller: Processed daily customer transactions such as withdrawals, deposits, bill payments, cheque certification etc...Head Teller: In addition to the teller duties, I was in charge of the cash vaults, ordering and shipping cash, Business transactions etc...Teller Supervisor/Personal Banker: In addition to Head Teller duties, I was responsible for ensuring teller line was performing, quick coaching, teller balancing, coaching notes as well as opening and closing personal accounts, recognizing and selling credit opportunities. Show less