Steve Blake Email & Phone Number

Manager, Call Centre InfrastructureCanadian Stability 2004 Amalgamation of US/Canadian Teams. Lead this initiative to amalgamate the US and Canadian infrastructure teams into a single North American team. This initiative provided much need relief to the 2 US based employees, provided new opportunities for all staff, and bolstered staff resources for business initiatives in both Canada and the U.S. Canadian Always On (Geographically Separated / HA Call Centre Infrastructure) Directed the team to architect, build and implement a highly available infrastructure to support the business need to minimize outages as much as possible. As a result the team implemented a solution that could recover from most events immediately and the most catastrophic events within 1 hour. U.S. Routing RenewalGRS Routing RenewalCanadian Genesys LOB Amalgamation. Directed the team to amalgamate separate implementation of business lines on the Genesys CTI solution into a single cohesive instance. In addition to simplifying the support of the infrastructure the business benefit was huge, as it now allowed greater agility for the business to make changes as well as full function transfers between business units.Various Genesys Framework UpgradesCanadian NICE Upgrades

Canadian Siebel Implementation. Lead and coordinated multiple Infrastructure teams to acquire, build and implement the Siebel CRM solution for Sun Life Financial. Canadian CTI (Sun Life - GRS) Lead the initial implementation of the Genesys CTI solution in Sun Life Financial. This involved the coordination of multiple IT infrastructure teams and a vendor integrator to meeting business timelines and budget requirements. The solution was implemented on time and today still forms much of the basis of Canadian Call Centre CTI solution. Canadian CTI (Sun Life/Clarica Merger - GB & GRS) The Sun Life / Clarica merger was significant as it presented opportunities and many challenges in the Canadian Call Centre. The primary challenge was meeting the merger dates as communicated to external industry analysts. The other challenge was leveraging the common ground and overcoming the differences. A concerted effort coordinating business, IT and vendor integrator resources resulted in highly workable solution in the timelines permitted. This solution primarily leveraged the Genesys CTI solution. US CTICanadian IVR RenewalEmployee Reimbursement System

Successfully managed the termination of Sun Life's mainframe e-mail system on time and within budget. SLIMS Shutdown SYSTEMS PROFICIENCY Conceptually KnowledgeablePBX, CTI (Inbound, Outbound, Web, E-mail, Chat), IVR, CCMS, WFM, Call Recording, SoftphoneProject Management SkillsPMP Training, CBA, Project Scheduling, Managing Scope Creep, Reporting, Milestone Identification and Tracking, ITIL ExperienceITIL Basics Certified, Change Management, Problem Management, Incident Management, Configuration Items, PC SoftwareMS Word, Excel, Power Point, Project, Lotus Notes, Internet Explorer, Windows 2003, XP, Peregrine Service CentreContact Centre Products SpecificsGenesys (CTI, Routing, WFM, VTO, Softphone, Reporting), Nortel MPS, Intervoice, IEX, NICE, Empirix Hammer and OneSight, Call Pilot, Nortel Option 81c, CCMS, RLT, Siebel

Canadian Siebel Implementation. Lead and coordinated multiple Infrastructure teams to acquire, build and implement the Siebel CRM solution for Sun Life Financial. Canadian CTI (Sun Life - GRS) Lead the initial implementation of the Genesys CTI solution in Sun Life Financial. This involved the coordination of multiple IT infrastructure teams and a vendor integrator to meeting business timelines and budget requirements. The solution was implemented on time and today still forms much of the basis of Canadian Call Centre CTI solution. Canadian CTI (Sun Life/Clarica Merger - GB & GRS) The Sun Life / Clarica merger was significant as it presented opportunities and many challenges in the Canadian Call Centre. The primary challenge was meeting the merger dates as communicated to external industry analysts. The other challenge was leveraging the common ground and overcoming the differences. A concerted effort coordinating business, IT and vendor integrator resources resulted in highly workable solution in the timelines permitted. This solution primarily leveraged the Genesys CTI solution. US CTI Canadian IVR Renewal Employee Reimbursement System