Ryan Sparks, Itil Email & Phone Number

Montreal, Canada Area

Supervise departmental policies (maintaining SLA’s), procedures and quality standards to ensure the highest levels of efficiency and customer satisfaction.Monitor and measure departmental productivity, goal achievement, and overall effectiveness.Manage and be ultra-responsive to client escalations outside of regular business hours.Responsible for interacting and collaborating with various different teams within the organization to ensure that the customers goals are… Show more Supervise departmental policies (maintaining SLA’s), procedures and quality standards to ensure the highest levels of efficiency and customer satisfaction.Monitor and measure departmental productivity, goal achievement, and overall effectiveness.Manage and be ultra-responsive to client escalations outside of regular business hours.Responsible for interacting and collaborating with various different teams within the organization to ensure that the customers goals are being met. Show less

Montreal, Canada Area

Make sales presentations to families demonstrating how they can make pragmatic decisions about pre-planning their cemetery and funeral arrangements. Be an attentive specialist who is able to support and guide families with expertise, professionalism and compassion in order to reduce death related anxiety and emotional stress.Receive bereaved families on an at-need basis and provide superior after care service.

Montreal, Canada Area

Responsible for multiple clients (Home Depot, Sears, Rogers and Virgin Media) by analyzing campaign objectives, including number of calls taken, average tickets closed/ resolved per hour, abandon rates, ASA's and AHT's.Develop and foster a productive and progressive working environment. Motivate and encourage the team toward achieving the revenue and cost targets by demonstrating a high level of conduct and commitment. QA analyst phone calls in order to measure quality… Show more Responsible for multiple clients (Home Depot, Sears, Rogers and Virgin Media) by analyzing campaign objectives, including number of calls taken, average tickets closed/ resolved per hour, abandon rates, ASA's and AHT's.Develop and foster a productive and progressive working environment. Motivate and encourage the team toward achieving the revenue and cost targets by demonstrating a high level of conduct and commitment. QA analyst phone calls in order to measure quality. Show less

Montreal, Canada Area

Monitor phone queues and work closely with staff to ensure that the analysts on duty handle calls within the Call Center’s guidelines.Provide ongoing feedback and customer service coaching to analysts including regular monitoring of calls for quality control purposes.Provide initial point of contact for customer escalations when required and monitor service levels across all functional areas.Responsible for creating and maintaining all shift schedules within the Call… Show more Monitor phone queues and work closely with staff to ensure that the analysts on duty handle calls within the Call Center’s guidelines.Provide ongoing feedback and customer service coaching to analysts including regular monitoring of calls for quality control purposes.Provide initial point of contact for customer escalations when required and monitor service levels across all functional areas.Responsible for creating and maintaining all shift schedules within the Call Center.Manage multi-channel points of contact (email, v-mail, e-service) and ensure that service requests are addressed outside of core business hours.Collect data and generate reports on the performance of the Call Center in terms of quality and efficiency.Reporting/measurement and performance review of the Call Center staff as well as conducting annual performance evaluations.Dispatching and escalation to 3rd party suppliers outside of core business hours. Show less

Montreal, Canada Area

Respond to agent inquiries and deal with call escalations. Monitor agent performance and provide necessary feedback & coaching.Provide daily reports and analysis of statistical data. Work very closely and follow-up with other support groups to ensure high quality of service.

Montreal, Canada Area

Supervision of a staff of 11 IT System Operators, including all related administrative duties. Availability on call at all times (24 x 7) to remedy any emergencies throughout Future Electronics' global network pertaining to production applications.Manage system backups for Tandem, IBM & NT platforms. Co-ordination of activities with all the other support groups by following-up on all outstanding issues.Supervision of daily POS (Point of Sale) transmissions of… Show more Supervision of a staff of 11 IT System Operators, including all related administrative duties. Availability on call at all times (24 x 7) to remedy any emergencies throughout Future Electronics' global network pertaining to production applications.Manage system backups for Tandem, IBM & NT platforms. Co-ordination of activities with all the other support groups by following-up on all outstanding issues.Supervision of daily POS (Point of Sale) transmissions of sales data, and the processing of said data. Show less