Client Services Manager - British Columbia Region @ LifeLabs Medical Laboratory Services
Client Services Manager @ RevenueWire Inc.
Business Sales Supervisor - Vancouver Island @ Shaw Communications
Business Administration and Management, General @
University of Victoria
As a professional, I bring an extensive and varied background including health care, eCommerce, contact center, field service, operational management, and team lead experiences complemented with a wide spectrum of work group focus areas. These have extended from customer service, sales, and technical support based roles through to internal helpdesk groups, administrative teams, national escalation groups, field
As a professional, I bring an extensive and varied background including health care, eCommerce, contact center, field service, operational management, and team lead experiences complemented with a wide spectrum of work group focus areas. These have extended from customer service, sales, and technical support based roles through to internal helpdesk groups, administrative teams, national escalation groups, field technicians, workforce management and quality assurance teams to name a few.
My focus in all these roles has been on succession planning and active, real time management anchored with great personal relationship building. Through these approaches a leader can truly learn the most about their teams, push them to reach fulfilling accomplishments, and ultimately drive business direction while creating highly engaged teams. I pride myself on managing my time effectively to clear the space to be approachable to my people, remove road blocks, and act quickly and effectively on their needs. This approach and focus in conjunction with expectations I place on my self have proven successful and productive with leading any team I've worked for without fail.
Client Services Manager - British Columbia Region @ With LifeLabs I manage our Patient Service Centers outside of the lower mainland throughout the interior of British Columbia. This involves team and employee development and engagement initiatives, maintaining quality in accuracy in the delivery of our services, and expanding our business to meet our goals of building a healthier Canada. Success in this necessitates great communication and internal relationships to provide support and assistance to teams remotely drive change and growth, and maintain industry leading ISO certification standards.
Accountabilities include effective real time management of budgets and capital projects, facilities, health and safety, client services, employee development, recruiting and training, workforce management, and effective collaboration across multiple departments and workgroups in complex environments.. From July 2014 to Present (1 year 4 months) Kamloops, British ColumbiaClient Services Manager @ In my time with RevenueWire I worked with the Client Services team in a project management capacity. This involved creating timelines and structures for internal development projects and frameworks within our administrative team to reach key initiatives. Our team onboarded new clients through liaising with sales representatives to find ideal technical solutions that met client's online marketing demands. This presented a total solution platform for clients seeking an effective eCommerce solution for their products, and managing high profile, high volume client accounts from around the world.. From April 2014 to July 2014 (4 months) Victoria, British Columbia, CanadaBusiness Sales Supervisor - Vancouver Island @ This position oversaw growing our business client group through management of inbound and field sales teams, order entry, administrative and support staff, and technical support groups for Vancouver Island. Communication and time management was key in working with teams based in all Victoria, Nanaimo, and Courtenay, in addition to liaising with our installation and service tech leadership and team members to ensure great results for business clients. From December 2013 to April 2014 (5 months) Victoria, British Columbia, CanadaSupervisor - Technical Operations @ With Shaw I'd transitioned into working with field technicians, installers, planners, and maintenance technicians as a member of our Technical Operations leadership team. It was an exciting real-time focused management role supporting technicians in the field as they faced various adversities.
Responsibilities including mentoring technicians from a customer service and sales standpoint, ensuring quality work and managing workforces in real time to meet dynamic workload demands and customer expectations. Creating technical solutions and implementing quick changes to work processes, training on new internal tools and resources rollouts, and working closely with customer support, retail, and field support teams to create an exceptional client experience was a daily focus. From January 2013 to December 2013 (1 year) Victoria, British Columbia, CanadaSupervisor - Customer Care - Multiple roles @ Over this time frame I'd worked in a Supervisory/managerial capacity for workgroups including, though not limited to Customer Service, Workforce Management, Business Sales and Support, Internal Support teams, Coaching teams, Accounting Groups, and National Software and Virus troubleshooting groups.
Responsibilities included creating and communication of team and business direction, working through team challenges to heighten performance while maintaining engagement, finding innovative solutions to workflow and networking challenges. I worked closely with the people on my teams to develop skills and abilities, career initiatives and business improvement projects, it was extremely rewarding! From April 2007 to January 2013 (5 years 10 months) Scheduling Coordinator - Workforce Management @ I'd begun with Shaw in a Technical Support capacity in April 2005 and shortly moved into a Workforce Management role as a Scheduling Coordinator. This was an exciting position requiring careful analysis of trending to provide reports, create schedules, and forecast business needs, Submitting recommendations and finding innovative ways to streamline how we accomplished business objectives while maintaining a friendly and approachable demeanor to balance staff needs. This included being savvy with workforce management software, other reporting suites, and Microsoft Office. From April 2005 to 2007 (2 years) Nanaimo, British Columbia, CanadaQuality Control @ In my time with RMH/NCO Group I participated in our Partner Support group providing escalated troubleshooting solutions to Partner organizations on behalf of MSN. These included Qwest, Bell/Sympatico, Comcast, and Verizon. I'd transitioned into a Quality Control role within this group, monitoring, grading, and coaching internal customers on best practices, customer interactions, and troubleshooting based on recurring contact and calibrations through Microsoft. I also had the opportunity to participate in opening a call center in the Philippines, training new Managers, Supervisors, and Quality Control teams on Microsoft's grading standards. From December 2000 to April 2005 (4 years 5 months) Nanaimo, British Columbia
Real Estate Trading Services, Business @ The University of British Columbia From 2013 to 2013 Business Administration and Management, General @ University of Victoria Jordan Boichuk is skilled in: Call Centers, Workforce Management, Team Management, Employee Training, Team Leadership, Project Management, Leadership Development, Telecommunications, Field Supervision, Project Planning, Workforce Planning, Workforce Development, Microsoft Office, Leadership, Management, Field Operations, Internal Communications, Offshore Outsourcing, Outsourcing, Contract Law, Contractual Agreements, Negotiation, Agency Law, Real Estate License, Real Estate Transactions, Coaching, Succession Planning, Customer Experience, Customer Satisfaction, Customer Service, Team Building, Training, Troubleshooting
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