William Wright Email & Phone Number

Toronto, On, Ca

Mississauga, Ontario, Canada

Stoney Creek, On

Stoney Creek, On

Mississauga, On

Managing compensation plans for all segments under the Bell Mobility umbrella; that are receiving a monthly, quarterly and/or yearly compensation (Including unionized, non-unionized and management professionals). Retrieving, analyzing and reporting on payouts and performance, for both Bell Mobility and Bell Canada.Accomplishments: Revamped accrual process to ensure that the most relevant in month data is being used to forecast in month results Created a month over month budget file to compare spend to budget, by segment, for all compensation plans under BM & BRS Created reporting to capture and analyze the impacts compensation spend has on performance (ROI) by segment Revamped 3 different compensation plans as the groups were trending to go over budget by $3.7M Responsible for analyzing and maintaining weekly VP Report – Customer Operations Weekly Report (COWR Deck) Began conception stages of incorporating compensation analysis into COWR Deck – agent performance slides Created process documentation for back up and new employee’s Managed a weekly MEE compensation spend report Created a Team Objective tracker to prioritize and manage efficiency of my team

Gaining insights on customer churn and develop methods to ensure effective channel performance. Co-ordinate with 9 different operational call centres to drive performance for both customer churn and renewals while maintaining adherence.Accomplishments: Created paid incentives to drive performance for both customer churn and renewal metrics based on past performance Forecasted key metric targets with previous data trends thus ensuring audience buy in and incremental performance achievements  Solo Mobile: From Q4 2011 to Q2 2012 was able to drive customer churns down 13 basis points and increase renewals by 6 basis points Created PowerPoint’s to provide reps with positioning statements for sales and sales objections Wrote 50+ communications to the channel on updates, expirations and fyi’s of all Loyalty and Retention specific information Established a web archiving process for all Loyalty and Retention Communications Lead weekly sales calls for all 3 brands(Bell, Solo, Virgin) to ensure best practices are being used, discover current competitive gaps and provide feedback on previous deliverables, while maintaining a positive relationship with the channel Lead quality assurance calls to ensure that best in class sales tactics and client experience are being provided Created a pilot tool, through call monitoring to mirror the workings of our billing system to gain better customer churn insight and weaknesses with our retention offers Created multiple data analysis reports through Microsoft Excel and SQL Worked with client care to drive down call transfer rate which has reduced almost 20,000 transfers, in 6 months, which saved the company over $160,000 so far Led focus groups with various operations to determine what material is required for all project launches Partnered with our information data base team (One Source) to update any pages necessary to ensure rapid delivery of correct information to reps, ensuring accuracy end to end

Negotiating terms and prices with existing consumer and small business clients to ensure a future relationship with Bell MobilityAccomplishments: CHURN Prime – Selected as one rep from each team to meet and discuss best practices and tips for our colleagues  Created the “Rave About Save” monthly newsletter Reviewed churn reports and news to assist with weekly emails sent to team for motivation and information to meet customer churn objectives  Ensured a positive experience on every call with adaptable sales tactics Provided superior quality and customer experience in a timely fashion