Bill Chan Email and Phone Number

Leading a team of first-class Customer Service Advisors for the City of Mississauga's Citizen Contact Centre, providing residents of Mississauga with excellent customer service.Customer Service:• Conducting Quality Service Inspections (QSI) & Call Investigations• Handling Call Escalations• Training and coaching Customer Service soft skillsOperations:• Managing day-to-day operations of the call centre• Opening Call Centre/Extending Hours in for Emergency Events• Managing CSA Schedule - Part Time, Vacations, Meetings, Training, etc.• Managing Coverage to Maintain Service Levels (80% of calls answered in 60 seconds)• Payroll Verification and Managing Department Budget• Managing the 311 Community Outreach Project• Reviewing Existing Policies & Procedures, and Implementing Continuous Improvement Initiatives• Recruiting, Hiring, Training and Termination of EmployeesTeam Development:• Creating Training & Development Presentations for CSAs• Coaching, Training and Providing Feedback to Customer Service Advisors (CSAs)• Preparing and Reviewing Employee Performance Development Plans (PDPs)Analytics:• Preparing Monthly Key Performance Indicator (KPI) score cards for CSAs• Reviewing trends, determining causes and events, updating KPI DashboardAchievements:• In an independent study conducted in October 2021, 311 received an 87% satisfaction rating, with 44% being 'extremely satisfied'• In 2021, 311 received a record high of 94 compliments of exceptional service and 91 in 2022.• Created Development CSA Program, providing employees opportunities to gain experience in other roles to advance their career.• Implemented Lean initiatives with a combined annual cost avoidance of close to $40,000.• Created and Standardized New CSA Orientation Training/Welcome Package.

Supervising a team of excellent Guest Services Representatives for the Hershey Centre, a world-class entertainment facility in the heart of Mississauga.Current Responsibilities:• Front Line Supervisor• Briefing and Deploying Guest Services team for Events• Training and Developing new Employees, providing Feedback and Assistance• Liaising with Operations, Food & Beverage, Box Office and Third-Party Services• Working with Event Managers/Coordinators of Booked Events• Opening and Closing Procedures• Participating in Annual WHMIS and Health & Safety re-training• Reporting to Guest Services Manager and Manager on DutyHistory:JUN 2014 - Event SupervisorDEC 2013 - Team CaptainAUG 2010 - Guest Services Representative

Coordinated marketing efforts between nationwide offices in Mississauga, Moncton and Calgary.Responsibilities:• Executed Numerous Concurrent Marketing Projects Across Canada• Updated Customer Database, Web Site and Social Media• Designed training presentations, and sales proposals• Supported National Sales Team with Tools, and Marketing Support• Implemented Procedures for Continuous Improvement and Efficiency• Coordinated Annual Trade Show Exhibit and Product Launches• Maintained Inventory of Point-of-Sale Material, and Managed Budget

Spearheaded operational efforts for a leading recreational football league in Mississauga through continuous improvements efforts and enhancing the membership experience.Achievements:• Launched a Succession Plan for the Executive Committee• Revised and Updated League Bylaws and Constitution• Coordinated Annual General Meeting (AGM)• Implemented Transparent Financial Reporting• Commissioned a New League Trophy• Pioneered Annual Yearbook, Designed and Prepared Each Season• Updated Season Scheduling Procedure, Full Schedule Prior to Start of Season, Including Playoffs• Revised Annual Membership Payment Structure to One-Time Payment from Three Split Payments• Built Partnerships with Local Mississauga Businesses to Generate Mutual Support and Interest• Sourced League Coverage from Mississauga News• Introduced Annual Year End Banquet and Year End Friendly (All-Star Game) & Skills Competition

Directly responsible for the daily operations of the bowling centre with respect to four key departments: Customer Service, Food & Beverage, League Services and Maintenance.Responsible for daily operations of the bowling centre, supervised, recruited and trained staff, initiated continuous improvement strategies and policies to ensure that each guest had a exceptional visit to encourage repeat visits.

Executed multiple marketing projects company-wide, coordinated point-of-sale shipments to retailers and provided exceptional customer service to existing accounts resulting in overall sales increase in Eastern Ontario territory.

• Operated a forklift to load and unload trailers, shipped drums or totes of resin and alkyds to customers.• Managed inventory of warehouse, both finished goods and raw materials.• Demonstrated working knowledge of SAP (inventory management software).• Maintained equipment (forklift) regularly.• Trained in fire safety and health & safety procedures, certified in Transportation of Dangerous Goods (TDG) and Workplace Hazardous Materials Information System (WHMIS).• Filled drums or tank trucks with resins or alkyds for shipment to customers.

Developed and executed promotional campaigns to customer accounts, delivering results which achieved increases in customer traffic and sales revenue from ancillary sales by 50-300%.

Receiver• Receiving stock, merchandise replenishment, storing seasonal product.• Setting up store point of sale displays.Sales Associate• Assisting customers find products and answering questions.• Stocking shelves, and department clean up.Cashier• Operating POS terminal.

Marketing:• Designed PowerPoint presentations for meetings• Prepared corporate business plans, proposals and reports for all Senior Executives• Published newsletters, flyers, brochures and other special communication pieces• Placed advertisements in trade magazines and newspapers.• Coordinated Annual General Meetings.• Coordinated annual golf tournament (Angus Glen) and trade shows (OHA at the Toronto Metro Convention Centre).• Performed troubleshooting, networking, desktop maintenance and other IT-related duties.Customer Service:• Scheduled meetings, prepared monthly targets and goals.• Conducted Semi-Annual Microsoft Office training seminars to Customer Service Team.ACHIEVEMENTS:• Coordinated the first-ever trade show booth for BCHLS at the Ontario Hospital Association (OHA) Trade Show & Convention• Involved in the launch of a new linen management software program within the Canadian healthcare sector (ControlTex®)• Played a major role in the launching of a new corporate division (Steripac®) and designed logo which is still in use today • Coordinated the two most successful golf events in the history of the organization