Oneil Johnson Email & Phone Number

Markham, Ontario, Canada

• Focus on supporting the Solutions Centre team by providing process and product knowledge assistance and support for incoming queries and issues related to Xperigo programs and Solutions centre systems• Manage the non-conformance report process and report any computer, telephone, or other system problems by creating systems tickets• Data management for client resources in updating policies and procedures within data management systems• Provide feedback to supervisors regarding escalated calls, call trends, potential learning opportunities.• Responsible for execution of disaster recovery plan in the event of emergency or the requirement to execute business continuity plans

Toronto, Canada Area

- Real-time queue monitoring and analyzing customer contact arrival patterns, ensuring that volume channels are appropriately staffed at all times- Administer workgroup queue assignments based on skill set, language and defined coverage models- Proactively manage and monitor work queues and real time operational activities, including Chat, Emails, Calls, active file count- Provide recommendations to enhance the approach to address business volume, including changes to IVR- Run and analyze reports with the result of making recommendations for adjusting staffing levels to meet service levels- Assistant scheduling specialist, create schedules for staffing requirements based on call volume trends, weather, etc.

Toronto, Canada Area

• Initiated approximately 180 collection calls on past due accounts both inbound and outbound per day.• Negotiated payment plans best suitable for the customer and business needs• Decreased overall department monthly losses• Top 5 collector for over four years• Provided explanations and solutions for invoice discrepancies. • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot

Toronto, Canada Area

• Creating test accounts using Maestro, V21 and SGI for different Rogers departments• Auditing employee accounts for compliance • Completing employee applications for discounts and addressing questions or concerns• Credit and close test accounts after testing is up to compliance standard

Toronto, Canada Area

• Coached collections representatives in improving their customer service and building collections strategies• Handled escalated calls • Provided team with weekly performance results• Updated team with changes in policies and procedures within the department

Toronto, Canada Area

• Conducted training for new hires• Trained existing team managers on new policies and software • Trained employees on company policies and procedures while dealing with customers• Prepared daily modules for in class training• Assisted new hires with live calls• Prepared and evaluated progress assessments for completion of training

Brampton

• Dealt with customers diligently, courteously and professionally while collecting payments. • Initiated strategies for collection processes and procedures• Negotiated payment plans• Updated and maintained customers files• Persuaded customers to pay past due amounts, and advised customers on alternative payment plans• Created repayment schedules based on customers' financial situations• Retained customer loyalty while initiating processes for collection of payments