Mark M.

Systems Enablement Specialist @Rogers Communications

Ottawa, ON, CA

Frontline support for various systems and tools with the main focus on system workflows.• Work with programme developers to ensure system issue are resolved for Frontline use.• Work with program owners to improve various systems and tools for Frontline use.• Documenting and tracking findings accurately using Excel-based tracking tools.• Collaborating on the design and execution of data collection plans to ensure accuracy and consistency in reporting.• Analyzing trends to uncover non-value-added activities, behavioral patterns, and gaps in processes or systems.• Interpreting and organizing raw data to extract meaningful, actionable insights that support business objectives.• Developing short- and long-term recommendations to reduce customer friction, backed by data and aligned with business goals.• Identifying opportunities for process improvements that enhance customer experience and drive operational efficiency.• Creating and delivering presentations using PowerPoint to communicate insights, root causes, and proposed solutions to stakeholders, with the goal of reducing call volumes.• Engaging directly with customers weekly to gather firsthand feedback and insights.That requires• Strong working knowledge of systems such as Maestro/ICM, Vision21, SGI, OneView, and 1Source.• Advanced analytical skills with strong proficiency in Microsoft Excel, including the ability to interpret complex data sets.• Proven ability to quickly identify customer pain points and propose innovative, practical solutions under tight deadlines.• A continuous improvement mindset with a passion for driving positive change and challenging the status quo.• Excellent time management and organizational skills, with the ability to adapt to shifting priorities in a fast-paced environment.• Exceptional communication and presentation skills, both written and verbal.• A collaborative team player with a strong work ethic and a track record of delivering results under pressure.

Carleton University

BA, History, Law