RODERICK MOORE
Windsor,ON
Summary
Senior management professional, bringing strategic leadership and operational excellence to drive organizational success. Skilled in project management, team collaboration, and process optimization with keen focus on achieving results. Adept at navigating complex challenges, fostering culture of accountability, and adapting to evolving business needs. Known for strong decision-making, effective communication, and building high-performing teams.
Overview
27
27
years of professional experience
Work History
Sr. Manager - Account Management
Sutherland
09.2016 - Current
- Develop tactics to developing and motivate managers in remote environment
- Ensure training events, coaching calibrations, mentoring are completed
- Manage program KPI performance
- Review weekly financial goals
- Coordinating and collaborating with other Service Delivery teams
- Providing mentor-ship, support and motivation through recognition and rewards
- Providing action plans to optimize program performance
- Track Manager KPI performance to ensure Laser Focus goals are met
- Conduct Manager and Team Coach interviews
- Collaborate with WFM to ensure resource planning aligns with operational goals
- Provide weekly, monthly, quarterly and yearly performance reviews
Manager - Account Management
Sutherland
08.2013 - 09.2016
- Manage program KPI performance
- Review weekly financial goals
- Coordinating and collaborating with other Service Delivery teams
- Providing mentor-ship, support and motivation through recognition and rewards
- Providing action plans to optimize program performance
- Track Manager performance to ensure program level performance goals are met
- Conduct Manager and Team Coach interviews
- Collaborate with WFM to ensure resource planning aligns with operational goals
- Provide weekly, monthly, quarterly and yearly performance reviews
Team Lead Manager
Sutherland
10.2009 - 08.2013
- Employee management
- Coordinating and collaborating with leadership
- Agent level coaching, mentor-ship, support, development and motivation
- Formulate action plans to optimize performance
- Monitoring and maintaining teams level KPIs
- Conducting agent level interviews
- Conducting accountability sessions
- Provide weekly performance reviews
Training Manager
Sutherland
12.2007 - 10.2009
- Development of training process, tools, products, technology, and customer service techniques in both in class and e-learning environments
- Review tests, scenario based labs, and curriculum for improvement opportunities
- Track trainers performance to ensure training goals are met with consistency
- Collaboration with QA to ensure training aligns with Service Delivery performance goals
- Collaboration with Service Delivery teams to discover training opportunities
- Coaching and mentorship Trainers
- Provide weekly performance presentations
Training Specialist
Sutherland
07.2007 - 12.2007
- Formulate tests, design labs, and develop/update curriculum
- Extensive knowledge of products and guidelines for multiple skill sets
- Providing training in process, tools, products, technology, customer service techniques, deescalation tactics and conflict resolution for large classes (30+) in multiple programs
- Knowledge and enforcement of company policies, procedures and rules
- Provide sessions for process, tools, products and technology enhancements
Sr Technical Support Specialist
Sutherland
06.2007 - 07.2007
- Advanced knowledge on products, tools and resources
- Support and demonstrate program initiatives
- Review data analytics to find improvement opportunities
- Use of CRM documentation systems
- Agent level performance optimization
Technical Support Specialist
Sutherland
12.2006 - 06.2007
- Analyze and resolve customer related issues
- Optimized configuration to reduce errors
- Consistent upper quartile quality audit results
- Use of CRM documentation systems
- Provide feedback to optimize troubleshooting documentation
Senior Software Developer
Digital Immersion Software Corporation
01.2001 - 01.2006
- File translation project lead
- 3D Animation project co-lead
- GUI design and development
- Beta-testing
- Technical support
- Software performance presentations
Videographer / Graphic Designer
Self Contracted
01.2002 - 01.2004
- Digital image editing and enhancement
- Website design and development
- Flash animations
- Video capture, editing and production
- Poster, flyer and ticket design
- Business card design
- Logo design
Junior Software Developer
Digital Immersion Software Corporation
01.1998 - 01.2001
- Software unit testing
- Debugging code
- Procedural function design
- Software installation and setup
- Technical support
- File translation design and development
Education
Bachelor of Science - Software Development
University of Windsor
Windsor, ON01.1997
Certification of Apprenticeship for Information Technology - Technical Support Agent
St. Clair College
06.2010
Skills
- Leadership
- Problem Resolution
- Time Management
- Schedule Management
- Workflow Planning
- Account Management
- Client Relations
- Project Management
- Loss Prevention
- Operations Management
- Strategic Planning
- Team Building
- Recruitment
- Training
- Customer Service
- Reviewing Analytics
- Six Sigma Yellow Belt
- MFC
- Visual C
- C
- GUI Development
- Java Script
- VB Script
- PHP
- HTML
- Visual Basic
- Q-Basic
- Pascal
- Assembly
- DLL Development
- Registry manipulation
- Flash Action-scripting
- Hardware/Software Diagnostics
- Home networking
- APIs
- SDKs
- OpenGL
- DirectX
- Microsoft Office Suite
- Microsoft Visual Studio
- Source off Site
- InstallShield
- BlackBerry Internet Service
- BlackBerry Enterprise Server
- Adobe Premiere
- Adobe Photoshop
- Vegas Video 70
- ULead VideoStudio
- Salesforce
- Avaya
- Genesys Cloud
- Windows 95/98/ME/NT/2000/XP/Vista/7/8/10/11
- Ubuntu Linux
Timeline
Sr. Manager - Account Management
Sutherland
09.2016 - Current
Manager - Account Management
Sutherland
08.2013 - 09.2016
Team Lead Manager
Sutherland
10.2009 - 08.2013
Training Manager
Sutherland
12.2007 - 10.2009
Training Specialist
Sutherland
07.2007 - 12.2007
Sr Technical Support Specialist
Sutherland
06.2007 - 07.2007
Technical Support Specialist
Sutherland
12.2006 - 06.2007
Videographer / Graphic Designer
Self Contracted
01.2002 - 01.2004
Senior Software Developer
Digital Immersion Software Corporation
01.2001 - 01.2006
Junior Software Developer
Digital Immersion Software Corporation
01.1998 - 01.2001
Certification of Apprenticeship for Information Technology - Technical Support Agent
St. Clair College
Bachelor of Science - Software Development
University of Windsor
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