Mike Smith Email & Phone Number

Winnipeg, Mb, Ca

Winnipeg, Mb, Ca

Winnipeg, Manitoba, Canada

• Created operational reports for senior management using Redmine, N-able/N-central, and Microsoft Excel.• Created process documentation using information on the company SharePoint site, conversations with management and technical team, and publishing to SharePoint.

Winnipeg, Canada Area

Photography and photo editing.

Winnipeg, Manitoba, Canada

Provided peer support for Customer Service Representatives, including answering questions and handling escalated calls and tickets.Managed, created, and edited knowledge base documentation for agent-facing help documentation.

Winnipeg, Manitoba, Canada

Provided customer support for client’s online ordering service.

Winnipeg, Canada Area

Sorted and prepared customer billing statements for mailing.

Winnipeg, Canada Area

• Coordinated, prioritized, and assigned incoming client service requests.• Responsible for getting new IDs created, existing IDs modified and deleted, and resetting IDs for employees supporting client's project.• Created and updated ID reports for leadership and client management teams.• Worked with manager to ensure processes and quality standards were continuously reviewed and updated to evolve with client expectations and business needs.• Developed tools to streamline process of preparing reports; used Microsoft Excel and Visual Basic.• Proactively made suggestions on processes and identified training gaps in the team; drove initiatives for improvement.• Produced training documentation to fill gaps, facilitated training to team members to groups and 1:1.• Recognized as a Subject Matter Expert (SME); referenced to troubleshoot issues as they arose.

Winnipeg, Canada Area

• Monitored communications from client, leadership, and Operations Team; distributed messages to each based on intended audience.• Prepared real-time and daily technical reports based on volume of calls, e-mails, and chats received; including staffing levels within the sites. Provided reports to both clients and the Operations Team.• Escalated client and tool issues that impacted agents’ ability to handle calls, e-mail, and chats with client’s customers.• Contributed to the evolution of the team’s processes; made realistic suggestions.• Worked collaboratively with the firm’s clients to ensure that client service expectations were achieved.• Provided support by active listening, asking pertinent questions, recording incident, and resolving issues or escalating.

Winnipeg, Canada Area

• Provided accurate input of call management, agent performance, and profile data to several scheduling databases.• Prepared reports that met internal and external client requirements.• Monitored real-time work force management systems to ensure performance was within preset parameters.• Acted as a liaison between Command Center, the local Operations Team and other sites that supported the client.• Participated in continuous improvement processes.

Winnipeg, Canada Area

• Provided technical support and customer service for client’s Internet and Digital Voice services over the phone, via chat, and via e-mail.• Managed service levels for chat and e-mail projects by using the resources available.• Tracked and reported trends affecting volume and issues with the tools used by Customer Account Executives.• Used Scheduling and Intraday Management Application, such as IEX/Totalview and CMS.• Generated service level performance reports based on volume of chats and e-mail and staffing levels within the project and reported results to the Operations team.• Pro-actively assisted Service Level Coordinators (SLCs) and trained new Coordinators.

Winnipeg, Canada Area

• Authored content for the Client Help Websites.• Reviewed Web content authored by a team of 12 authors and tracked author quality information in a spreadsheet.• Developed training packages for new authors.• Decreased authoring team’s defect rate by 15% using coaching and feedback.• Developed Web applications for tracking author quality and converting trouble reports into a format viewable for the Web.

Winnipeg, Canada Area

• Provided technical support for client’s Internet software on Windows and Macintosh operating systems.

Diploma, Computer Analysis/Programming

Classical And Ancient Studies