Patrick Mathieu-Pandel Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Implemented process improvements identifies by all levels of the organization using Lean Six Sigma Methodologies and collaborating with business owners.- Saved $1.5 Million in call savings by automatically notifying customers that their most recent payment was rejected.- Individually contributed $500 000 of the overall $2.5 Million call savings target for a team of 16 members in fiscal 2019.- Collaborated with two team members to implement the scorecard metrics for the entire department.

Toronto, Ontario, Canada

Analyzed historical call arrival and average handle time to generate forecast for hiring and scheduling the national call centre and third-party partners.- Hosted weekly meetings with all levels of management to review and address any staffing issues with forecast.- Generated special call arrival patterns for new product launches to ensure correct staffing during high level volumes.- Achieved and Forecasting Accuracy of 2.5% to actual 5% target.- Extracted workforce planning data (call time, volume and season) and manipulated information to create reports outline future trends and business insight to forecast hours for over 2500 agents.

Toronto, Ontario, Canada

Educated the Scheduling and Call Centre Teams on the various functions of the scheduling software. Generated regular and statutory holiday schedule for the national call centre based on requirements.- Created and implemented the National Vacation Bidding process that utilized the software to replace yearly hiring of contract reps.- Managed all incoming email correspondence and responded promptly by providing the required expertise to address the customer issue.Created and implemented a National Shift Bidding process for the organization, which reduced the bidding process to 3 days from 2 weeks.- Partnered with management to balance business needs with employee needs- Mentored team members on best practices for creating efficient schedules.

Toronto, Ontario, Canada

Created scheduling forecasts and re-forecasted weekly call volume to en sure service level targets are met.- Worked with management to address scheduling gaps caused by absenteeism by soliciting overtime or changes shift start times based on re-forecasted call volumes.- Created Leave of Absence process during periods of overstaffing.- Reviewed scheduling forecasts created by colleagues and provided mentorship when required

Toronto, Ontario, Canada

Utilized real time performance metrics to manage and balance service level delivery of the call centre.- Re-forecasted daily call volumes to assist in determining how to best manage service level delivery.- Implemented a skill matrix to determine how to best utilize resources when service levels needed to be recovered.- Implemented an automated call overflow based on the skill matrix to reduce the manual queue movement of resources based on service level performance.

Toronto, Ontario, Canada