Click on name to view C.V. Summary

Lee Carey             613-227-1243                                                leecarey@outsourceoasis.ca

Terry Young          613 907-8779                                                     tyoung@teamapproach.ca

Arnold Ward         613-599-2224                                                  arnold.ward@sympatico.ca



 Lee Carey  613-227-1243                                                             leecarey@outsourceoasis.ca

C.V. Summary


Lee is a seasoned Program Director with extensive background and training in the outsourcing of corporate systems and processes.

The bandwidth of experience allows rapid calibration to meet the unique needs of each new emerging opportunity. With Start-up involvement in several of the organizations listed below Lee has managed through the Maturity levels of Ad-Hoc to Abbreviated to Organized to Managed and ultimately to an Adaptive organization. Project profiles include Customer Support Center implementations, Federal Election Service Support, Computer Manufacturing Plant turn-up ( Commercial and Mil spec ), Service Systems, and Enterprise Operations Systems of MRP11, DRP, ERP, and Telco back office OSS and outsourced Help Desk operations. He has also project managed the implementation of Corporate Quality Programs to ISO9000, AQAP1, and SEI’s-CMM. He acquired his technical, financial and management education through Algonquin College, Ottawa University, Royal Canadian Air Force and the independent organizations of APICS, PMI, and CIM.


Current Challenge

 

 Lee is currently supporting outsource initiatives in progressive enterprises to provide company compliant advanced processes that are fulfilled by specialized service providers.


Previous Challenges

 
Convergys Account/Project Manager Contact Center / E-Billing Implementation
( for ISPs and Cable Companies)
$1.5 Meg to $4.0 Meg /per year
Eftia Account/Project Manager Telecom Company Operating Systems 
 ( for CLECs and ILECs)
$1-2 Meg
SHL/MCI  National Service Manager Network/Desktop for National Accounts
3000 + Users
Control Data Logistics Manager Computer Service
Lockheed Operations Manager Manufacturing Airborne Electronic Warfare
Novatel Director Manufacturing Wireless Telecom
Nabu Plant Manager  Cable Computer Products
Mitel Manager MIS  Management Information Systems
Consolidated Computer Plant Manager Mid Range Computers
A.E.C.L. Engineering technologist  Computing
R.C.A.F. Technician Radar and Communications
   
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C

 

Arnold Ward    613-599-2224                                                        arnold.ward@sympatico.ca

C.V. Summary



Arnold is a creative and seasoned Director with 20 years of client support expertise focused on enhancing customer satisfaction and company profitability.  He is a Director of the Ottawa Regional Call Centre Association (ORCCA) and a member of the Help Desk Institute (HDI) - Ottawa Chapter.

 

Arnold has led initiatives in:

 

·        “just in time” staffing to increase operational efficiency

·       revamping call-monitoring programs to reduce training time

·       implementing  ITIL compliant operating procedures to enhance centre productivity

·       establishing incident and problem management and  first call resolution processes to     improve client satisfaction and reduce centre costs

·        implementing a successful ISO 9002 Registration program


Current Challenge

 

Arnold is currently the Director for Account Management, Service Level Agreements (SLA), Customer Satisfaction and Continuous Improvement, supporting outsource initiatives with progressive specialized service providers in Canada. 


Previous Challenges

 

Government Senior Consultant Contact Center Enhancements
EDS Director, Enterprise Client Support 200 Person Service Delivery Centre 
SHL/MCI  Manager, Operations Outsourcing Centre
Teleglobe  Service Manager Technical Contact Centre
William Mercer Ltd Consultant Customer Service - CIBC
Minicom Service Manager Software Support Help Desk
Kilderkin Supervisor Electronic Data Processing

 

 
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