Nicholas Burrell Email & Phone Number

London, Ontario, Canada

Found $8.5MM in efficiencies in 2 yearsOwner of IVR & OptimizationBuild & report on $20MMannual budgetLead Optimization ProgramCCaaS Implementation leaderProvide incident management supportDelivered on multiple migration projects

London, Ontario, Canada

Owner of the IVRReduced call volume by 20% YoYBuilt readiness, redundancy, and process plansBudget forecastingFTE ModellingIVR Optimization and Self containment

London, Ontario, Canada

Built a new e-Commerce business from scratch, worked closely with a Web Designer, and a Marketing firm for Advertising and to build online presence. Developed and tested all products displayed online, and took over website management after initial build. Currently manage all operations (Production, New Orders, Brand Development, and Social Media).Gifts &.

London, Ontario, Canada

• Led Strategic Support for Branch Information Centre & Centralized Resource Teams
• Identify gaps in current processes and improve with efficiencies
• Provided Insights reporting on call trends
• Lead a team of 4 business analysts that support product escalation inboxes for Personal Savings & Investments, Day to Day Banking and Campaigns and all escalations for the Branch Information Centre
• Fostered relationship management to influence others outside my direct organization
• Created and delivered presentations regularly to a wide range of audiences

London, Ontario, Canada

• Built multiple analytical based tracking programs to build a structure in a young business
• Built & presented numerous presentations and reporting for executives.
• Built and launched site scorecard to drive accountability and engagement
• Advancing Digital with improved internal and external processes working with partners to raise employee and customer experience levels
• Represented Digital Communications at TD's Annual Meeting of Shareholders 2 years
• Responsible for responding to customer-facing complex responses on TD Helps as a TD Expert

London, Ontario, Canada

• Successfully led a team of 18 front line employees in several key business metrics focused on Legendary Experience as a priority for both the customer but also for the employee.
• Developed Customer Experience call listening sheet to drive consistency
• Transformed a 4th quartile team into a high performing 1st quartile distribution team
• Led the My Idea Counts (MIC) program for London EasyLine (drove idea to solve problems from the frontline), fostering relationship management with partners to both improve experience and cost savings
• Facilitated a VP sponsored Team Manager peer mentoring program for team managers from 9 phone channel businesses to build upon career development for both managers and direct reports. Each of the three sets of 20 Team.

London, Ontario, Canada

• Led a team of 8 front line retail employees, holding them accountable to key sales metrics with our highest focus on Customer Experience
• Responsible for managing expenses and losses within budgets for each fiscal year
• Introduced virtual coaching to work through each customer interaction and coached while in the moment vs. discussing what I heard and saw after the fact
• Sales Manager Customer Service lead for the district driving multiple successful district challenges utilizing connections blog engagement for improving direct deposit overall
• Successfully led the branch in the absence of BM on two occasions for 6-8 weeks each
• Interim Branch Manager for mutual funds for six months

Westmount

• Accountable for quarterly sales metrics
• Peer mentor for front line talent
• Lead for multiple successful money in and money out campaigns
• Multiple Millionaires' Club annual winner
• Annual Champions' Club winner

London, Ontario, Canada

• Accountable for quarterly sales metrics
• Peer mentor for front line talent
• Lead for multiple successful money in and money out campaigns
• Multiple Millionaires' Club annual winner
• Annual Champions' Club winner

London, Ontario, Canada

• Accountable for quarterly sales metrics
• Multiple Monthly Top Performer
• Created a Wellness program for the contact centre