Experience

Stax Bill
• Canada
• Information Technology & Services
• 1 - 100 Employee
• Manager of Implementation

  • Oct 2019 - Present


Assent Compliance Inc

• Implementation Specialist

  • Aug 2018 - Oct 2019

  • Developing relationships and guiding Clients through the first steps of their onboarding in coordination with the Customer Success Manager • Building and managing relationships with key stakeholders within assigned client organizations • Providing an outstanding experience to Clients throughout the sales, implementation, and transition to their Customer Success Manager • Advocating, coordinating, and working with all internal groups to ensure client success • Managing the initial onboarding process, specifically focused on understanding Client goals, ( ie. business, data) • Managing deliverables through client-facing reports, weekly status meetings, and milestone plans • Managing the processes and procedures for the provisioning, setup, data load, build, test, and deployment of customer systems and associated modules • Inputs and maintaining company designated tools with up to date statuses, communications, conversations, and correspondence • Ensuring security and policy infractions are managed per corporate policy • Creating, analyzing, and validating detailed functional specifications for custom surveys, then capturing them in MM and supporting documentation such as Functional Requirements Documents (FRD) and Scope Sheets • Delivering elements of systems design, including wireframes and other detailed deliverables • Working with Product Management to identify and drive improvements in product offerings, processes, systems, and tools • Assessing quality and format of data provided by Clients in relation to Assent database requirements • Working closely with the Assent Data team to develop best in class processes, procedures, and templates enabling consistent process improvements • Developing operational practices ensuring maintenance of security and confidentiality of highly sensitive data Show less



Pythian

• Canada
• IT Services and IT Consulting
• 300 - 400 Employee

• IT Programs Associate

  • Oct 2015 - Jun 2018

  • Organize and facilitate productive meetings with the company’s internal support teams.• Review my teams resourcing and allocate time to tasks, daily running operations, current and future projects.• Provide feedback, goals and guidance to my team.• Liaison between the different factions of the company for requests or projects • Use Agile methods to run and manage various projects within internal operations.• Help define and incorporate appropriate processes for task and project management • Make thoughtful and informed decisions around project/program delivery, including identifying and managing project risks, while escalating to Director, IT Operations as necessary • Communicate clearly, effectively, regularly, and empathetically with our internal teams to ensure everyone is on the same page regarding IT programs/projects • Provide support to the companies finance department by reconciling OPS spending account, approving and reconciling employee office expenditures through their expense program.• Assisting in providing/ordering/replacing hardware and phone devices for new and current employees.• Assisting with renegotiating third party vendor contracts• Partnering with the Information Security and Compliance team on ongoing audit programs and work with external auditors to coordinate their requirements and requests • Manage and run the companies Change Management process.• Maintaining consistency in documentation for format and content, including editing and proofreading documents/manuals. Show less

• Service Management Specialist

  • May 2014 - Oct 2015

  • Building, testing and implementing into general release company policies and procedures. • Partnering with Service Delivery to streamline and automate our business processes agreements, as well as with approved Pythian policies and procedures.• Providing education on new procedures and being available for follow up questions/concerns/improvements.• Be a go to person for process clarification. • Creating/maintaining trackers for the various processes for data purposes. • Gathering insight from employee/client feedback forms, finding areas of opportunity for improvement. • Build and maintain Twikis(company information hub). • Providing manager relief – Taking over manager duties such as but not limited to heading client meetings, addressing team and client questions/concerns, keeping track of client hours, delegating out client tasks, 24/7 oncall for any escalations, providing team feedback and encouraging return feedback.• Performing advanced word processing tasks such as letters, faxes, minutes, reports and manuals. Show less

• Service Delivery Co-ordinator

  • Oct 2012 - May 2014

  • Spearheading new projects for the SDC group, helping organize the ongoing projects by setting due dates, being available for any questions/concerns. Mentored and provided support and conflict resolution for a team of (8 SDCs).• One on ones with SDCs, finding out if they have enough work, any roadblocks, where would like to go, individual projects etc…• Maintaining knowledge of multiple project statuses, preparing spreadsheets, maintaining functioning spreadsheets/documents and document control.• Keep Resourcing (vacation/stat holidays/sick time/training/information) up to date, to allow for task planning for clients, Service Delivery Managers and Team Leads• Assisting other managers/teams/clusters where needed (i.e.) Created training documents, assisting TL’s with project documentation and co-ordination. • Coordinating hiring managers and new hires calendars, setting up checkpoints for training.• Setting up time in new hires calendars for training purposes and setting up training materials in the specified boardroom.• Proofreading and formatting documents/emails.• Preparing Business Reports for clients on behalf of my Service Delivery Manager.• Preparing Pace Reports to indicate hours worked to date within the month for each client. • Maintaining client details - creating client user accounts, disabling clients no longer with the company and resetting passwords.• Booking boardrooms for activities as directed to by management. Show less



JPD Aviation

• United Kingdom
• Airlines and Aviation

• CSR/Administrative Assistant

  • Aug 2011 - Apr 2014

  Answer incoming calls, emails, and faxes. Take messages or respond accordingly. Maintain flight board to inform line crew of incoming out going flights, client/fuel requests. Set up and confirm flight details, hotel rooms, car rental, limo services, catering arrangements and, booking the conference room. Perform opening/closing duties and, paperwork. Maintain trackers for fuel tickets, fuel requests for government air-crafts and, sales. Maintain front desk, conference room and client seating area. Greet clients and answer any questions or concerns. Sort mail and arrange for Fed-Ex pickups for the tenants. Show less



MBNA/TD Bank

• Customer Assistance CUETS (Formerly Bank of America)

  • Sep 2010 - Oct 2012

  Notify debtors of overdue accounts and payments. Maintain records and files electronically. Time stamp accounts to be worked at a later date, making sure to adhere to C.L.E.A.R, KYC, and AML policies. Answer clients' enquiries and provide information in regards to payment options, credit counselling. Credit proposal/ bankruptcy companies. Educate clients on how delinquency affects credit bureau, FICO score and future financial decisions. Maintain my personal book of business, schedule call backs and use my account recognition skills to pull out accounts that are in a financial program, touching base only when needed. Assisting team members with their books when out of office or struggling. Providing a leadership/educational role to my team and management in regards to policies and procedures. Show less



MBNA/Bank of America

• Collections Investigative Officer

  • May 2009 - Sep 2010

  Notify debtors of overdue accounts and payments.Maintain electronic records, files and, diary date accounts for further review.Set up payment plans, and arrangements with customers that are struggling within the 2/3 month delinquent time frame. Transfer further delinquent customers to the appropriate account manager.Answer clients' enquiries and provide information in regards to payment options, credit counselling. Credit proposal/ bankruptcy companies.Educate clients on how delinquency affects credit bureau, FICO score and future financial decisions. Providing a leadership/educational role to my team and management in regards to policies, procedures and, workout programs available in-house (ie.) 5year plan Show less

• USTACS Customer Service Representative

  • Nov 2007 - May 2009

  Providing customers with world class service by assisting them with their credit cards. Explaining to customers how a credit card works, how interest accrues, cycle dates, due dates, late payments, finance charges, balance, identifying fraudulent charges, helping with lost or stolen cards, setting up travelling alerts and, taking payments to bring accounts up to date.I am a human voice a customer can speak with and ask questions about their credit cards within the United States.Strengthen the customer’s relationship with Bank of America by mentioning products and upgrades that will benefit them. Show less