While working for the largest online vehicle website in Canada as an I.T. Technician, I noticed that their call center was in disarray.  There were dozens of notices and product emails taped to every agents cubicle,  agents were constantly selling expired promotions to clients and the supervisors were having a hard time maintaining their staff.  I spoke to the call center supervisor about it and then proceeded to proposed a solution to my own supervisor who was the I.T. director. My solution was to build an intranet site where supervisors could log in and post notices, the latest promotions, and keep up-to-date records on call center staff.  My proposal was accepted and I was given access to a server. Within 1 month I had built an intranet site which was dubbed “R.P.M.” and needless to say, all of the cubicles were cleaned up, selling became streamlined and staff maintenance became easy to manage.

I worked for a very large multi-brand car dealership in Quebec for a year as their web development supervisor and as such I was responsible for hiring the staff needed to accomplish the goals set out by the management of the dealerships.  Knowing the importance that SEO has with any website I hired the staff needed as we revamped all of the brand websites the dealership.  One day I was called to the office and told that agents from the Office de la langue français (OLF) wanted to speak to the person in charge of the websites.  Right away my mind started to race, because a visit from the OLF was not usually a good thing.  When I walked in the first thing they told me (in French) was not to worry and that they had come by to compliment me on the quality of the written French on our websites.  The reason for the well written French on the websites was due to the fact that I had hired a college French professor as a full time member of my team to edit all texts written by the SEO specialists before being put online.  I had given him the mandate to read and edit all texts before they were published online.  It became a win-win for everyone, the OLF was happy and our websites’ organic SEO improved every month.

Early in my career I worked for a company, through a temp agency, that produced CDs and packaged software on an assembly line.  Often we would be waiting for the materials to arrive from one of their other warehouses.  Instead of just standing around chitchatting with other employees, I would walk up and down the aisles of the warehouse picking up pieces of broken pallets and strapping as well as arranging boxes and straitening out pallets.  Once I was pulled aside by another employee and chastised for making them look bad to which I replied that they were welcomed to do the same.  Needless to say no-one else took the same initiative as I.  I went on to be hired permanently when my three month probation was completed, and over the seven years that I worked there I receive numerous promotions including line leader, shrink wrap specialist, forklift driver, warehouse supervisor within 11 months of starting there, operations liaison, and .I.T. tech support.

When I became supervisor for the client facing technical support department, which supported 1300 car dealerships in Quebec, I quickly realized that my predecessor had left things in chaos.  There was no recording of support calls from dealerships or follow-ups to make sure that issues and requests were completed to the clients’ satisfaction.  When I approached management, I was told that there was no money in the budget to purchase any support software, so I came up with a strategy that did not need require any expenditure.  First I had all of the client files reorganized to make them easier to find, then I came up with and documented work flows for the department so every member of my team was clear on how to handle every call, then using the same server I had created the intranet for the call center, I wrote a of piece of software that allowed my team to log every call, and create a support ticket via outlook. The naming conventions that I created for clients, products, and issues were so clear that just looking at the subject of the email was enough to know what the problem was without having to read the body, and lastly I trained all of my staff on how to write efficient support ticket emails for the developers so they would get their clients’ issues resolved quickly and accurately.  Client satisfaction skyrocketed, my team was happy and efficient, the developers were happy, a win – win for everyone.