Wayne C. Email & Phone Number

Calgary, Alberta, Canada

Calgary, Alberta, Canada

• Seamlessly coordinated New Product Introduction processes. This included the implementation of new processes and/or integration into existing processes.• Successfully coordinated targeted training and communication by ensuring the training and communication teams had relevant project content and dates for the operational teams.

Calgary, Alberta, Canada

• Supported the Shaw Business contracted and uncontracted day to day operations by committing to delivering an exceptional customer experience.• Organized, coordinated, and managed activities for national and wholesale customers.• Created and maintained customer records in the billing system, ensuring records have been properly documented for accurate and timely invoices to the customer.• Acted as a single point of contact for the customer to provide ongoing account support, handled service inquiries, billing issues and change management for assigned accounts.

Calgary, Alberta, Canada

• Scheduled regional and national customer service teams by analyzing historical data and current trends to build labour models for efficient call centre coverage.• Timely real-time call management by monitoring call queues and reskilling agents to support the most affected queues in order to provide a better customer experience.• Provided Interactive Voice Response (IVR) support to regional and national departments by creating Bulletin Board messages for impacting events or adjusting the flow of the menu.

Calgary, Alberta, Canada

• Provided courteous and professional technical assistance by telephone to customers, retailers, and service technicians.• Processed customer requests for new services, changes in service and equipment purchases.• Resolved customer issues, reaching solutions that are mutually beneficial to customers and Shaw Direct.

Calgary, Alberta, Canada

• Responsible for servicing clients' printers in a timely and cost effective manner; including thermal transfer printers, multifunction inkjet & laser printers.• Assisted in tracking product inventory and arranging shipment of products to fulfill customer orders.

Ontario, Canada

• Responsible for technical support of labelling system solutions (hardware and software)• Trained customers and coworkers on all aspects of labelling systems• Met with customers to discuss their needs, assess problems and requirements in order to create a system solution• Independently scheduled appointments with customers for service, to ensure timely completion to correspond with customers’ deadlines

Bachelor Of Science In Engineering, B.Sc. Eng, Engineering Systems & Computing, Minor - Business Administration

BSc. Engineering, Engineering Systems & Computing, Minor - Business Administration

Continuing Education, Project Management