Liz Ackroyd
Support Manager @Central 1
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WORK HISTORY
Support Manager @Central 1
January 2009-Present Central 1 Credit Union Mississauga, ONManager, PaymentStream Support • Manage a Team of 10 Product Support Analyst’s with different technical levels• Prepare yearly and mid year performance reviews • Meet with staff bi-weekly to ensure they are developing in their role• Prepare and distribute all urgent communications to Central 1’s customers• Manage all incidents internally and externally to ensure they prioritized and acted on accordingly.• Attend project meetings to relay information back to staff• Respond to customer escalations and complaints• Ensure all support tools are maintained, interactive intelligence, IVR, and service now.• Review ticketing system and IVR reports to look for process improvements • Conduct incident post-mortems using ITIL best practices that include action items to resolve future instances of the same issue.
EDUCATION
Sheridan College
Quality Control Engineering
SKILLS
ABOUT LIZ ACKROYD
Passionate and accomplished leader with great interpersonal skills and the ability to deliver on promises and commitments.I have many years’ experience as a Product Support Manager, Business Analyst and Project Manager. My best skill is my ability to resolve conflicts and bring incidents to a business and client friendly resolution using ITIL best practises.
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