William (Bill) Curry Email & Phone Number

Mississauga, Ontario, Canada

Provided superior customer service as a key point of contact ensuring end-to-end delivery for a multi-million-dollar wholesale accountMaintained a customer database for tracking, reporting on the SLA for all Data legacy, Ethernet, IPVPN, Wavelength, DSL, 1FL orders Informed customers on order quality to reduce rejection rates and assist with meeting SLA targetsTrained all incoming PM’s and PC’s on account procedures as a subject matter expert to ensure processes were streamlined and maintain productivityEnsured 100% data accuracy of the database reporting from all PM/PC’s on the account to ensure alignment of Macros were clean for annual reporting to account executivesCompleted weekly, monthly reports to manage orders in process and completed Executive scorecards summarizing progress for executives and customersChaired weekly status meetings, twice weekly to review order progress and proactively resolve any issues that arose with orders Interfaced with Internal Business Office (data & broadband & voice), downstream teams (ISC, BND, ANE, Escalation desk and Priority Team to verify order/statusPrepared Monthly reports (Orders Received, Orders Completed and Order Quality) for account executives in preparation for Monthly and Annual review meetings

Toronto, Ontario, Canada

Helpdesk Staff Manager (2007 – 2010)Led and directed a team of 12 unionized CEP – Technical staff; Administered the hiring, labor relation issues, training, mentoring, career development and performance evaluationsMobilized the team to execute strategic imperatives with a clear operations plan Maintained a high-level knowledge of the business processes and operational processes for service assuranceEstablished an excellent working relationship with our internal and external partners to deliver on business requirements and meet customer expectationsHelpdesk Service Assurance Manager (2006 – 2007)Liaised as key point of contact for all customer escalations of Service Assurance issuesMaintained professional and productive relationships with customers’ management teamsGuided at a high-level by prioritizing, characterizing, producing and escalating customer reported problemsAdvised on input for RCA’s for operational teams, Incident managersInterfaced with the customer, Helpdesk staff, downstream support teams, all levels of Management in resolving customer impactsBusiness Technician (2005 – 2006)Provided superior customer service for our afterhours Helpdesk while meeting or exceeding all metric targets and upon occasion asked to be acting Duty managerSupported voice/data for the Enterprise Helpdesk for my first 4 months at BellReceived several acknowledgements from Service Directors for Excellent Customer Service

Acton, Ontario, Canada

• Install office furniture systems • Crew Lead, delivering a CIBC marketing campaign across Canada

Brampton, Ontario, Canada

Transitioned quickly into a leadership role as an Information Systems subject matter expert, delivering 4 Core Business Processes to 3100 transitioned staff on the Nortel Networks Account Documented policy and procedures for Executive Management approvalImplemented a process-training program and provided the training globally for transitioned staffEstablished a core team of leads for each process, providing specialized training, mentoring and coachingPerformed process analysis, audits and quality metrics to assist with continuous process improvement strategies

Brampton, Ontario, Canada

Produced technology solutions and 7 X 24 support for the IS Technical Support Centres (helpdesk) globallyChaired a technology review board to facilitate technology solutions throughout the helpdesks globallyResearched, analyzed and implemented technology solutions in the following areas: facilities, design, Meridian 1 Voicemail, call display boards, call recording/monitoring, IVR, NACD, call load balancing, business continuity planning and voice menus Planned and implemented the installation of a second Call Centre, mirroring our main Call Centre within 4 months. Received a monetary reward for an excellent job that far exceeded expectations Attended several Symposium Server 3.0 courses in Toronto and London England, and Ireland for implementation Provided senior management with reports that went towards the “Outsourcing” of Nortel Networks Information SystemsSupervised the day-to-day operations ensuring the Call Centre met or exceeded performance targets: Calls Answered within 30 seconds, Call Abandon Rate within 10% and ACD call to case ratio (1:1)Administered the hiring, labor relation issues, training, career development, mentoring and performance evaluation for approximately 80 Call Centre agents and 3 Team Leads under a managed service contractAided in managing the budget within 0% to –3% of quarterly views by highlighting where targets could be met or exceeded by a 10% reduction of expensesMaintained a Customer Satisfaction level of 95%Worked very closely with the Call Centre Technology team, to improve performance within the Call Centre Documented, negotiated, designed and implemented Business Process changes for our Information Service Application programmers supporting Manufacturing

Diploma, Computer Systems Networking And Telecommunications

Activities and Societies: Graduated with a Diploma in Micro Computer Management.

Business Administration

Activities and Societies: Obtained 3 credits towards a BA.