Loyalty Management Group
Toronto, Ontario, Canada
Manager – Telecom & Network Services
My responsibilities were to manage the Telecom group providing voice services and the Network group providing data services. Based in Toronto, Ontario, with five offices located in Canada, the company was responsible for the Air Miles consumer loyalty program in Canada. The telecom equipment was primarily comprised of the Nortel Symposium Call Centre Server, CS1000M, CallPilot, Meridian Mail, and other integrated telephony products. The data network equipment was primarily Cisco equipment.
Management responsibilities included; managing a $2 million annual operating budget; annual capital budget planning; strategic direction planning; operational process improvements; staff training and mentoring; and directing staff work assignments.
In a consulting role, projects included; identification of equipment and configuration deficiencies, leading to a major capital upgrade of equipment; general system stabilization; IP enabling of the PBX for VoIP trials; mobile equipment upgrades; new technology assessment; and office relocation planning.
General services involved; vendor selection and ongoing management, including services provided, service levels, and costing; business recovery planning; process improvements; staff education and development; a new invoice reconciliation process, eliminating long standing process omissions; and internal chargeback billing simplification.
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