Atom Smith
Digital Operations Management
With over 11 years of digital experience, I’ve helped companies build successful marketing programs and digital platforms by solving unique business challenges through innovation, design and technology. I offer a unique combination of creativity and management skills with the ability to assess all vantage points to create cost-effective solutions for clients.
Employment
Manager Web & Graphic Design @ West Corp.
September 2016 to Current
Digital Operations Management
Reporting directly to the Vice President of Customer Operations, I am responsible for leading, executing and supporting the Education Business Unit’s Web & Mobile Design department and member of the Customer Operations Leadership Team.
I was responsible for defining an operational execution strategy to improve EBU Digital Customer experience, supporting Operations and Internal Teams. Myself, along with my Team elevated our execution and drive adoption to our digital platforms and systems enabling EBU enabling us to deliver on goals and key objectives.
- Develop EBU Digital Operations strategy and plan, to drive customer experience improvements and overall efficiencies
- Align operational strategy with the EBU Digital Strategy
- Lead & manage a team of Designers and Front End Developers
- Define Operations roles and document accountabilities ensuring alignment to the new Digital EBU Operations Strategy
- Participate in the development of the short, mid and long term strategic plans for the EBU Operations to drive operational improvements and customer satisfaction
- Lead quarterly planning for all service and support team for Digital initiatives
- Oversee the day to day support and direction for the Digital Ops Portfolio and Team.
- Provide leadership to your team by supporting them through development and change
- Drive project methodology with Team focused on best practice
- Communicate overall plan, status, impacts, business case to leadership & management
- Work in conjunction with the EBU OPS Leaders to ensure both internal/external customer operational requirements are addressed
- Participate in the development of the short, mid and long term strategic plans for the EBU Operations to drive operational improvements and customer satisfaction
Manager Customer Journey Design @ Rogers Communications Inc.
September 2015 to September 2016
Customer Experience
Acting as the Voice of the Customer while collaborating closely with other functional channels to ensure customer experience satisfaction with the Consumer Business Until portfolio remains high. Using a strategic and hands-on position requiring management of customer experience and process improvement initiatives and driving solutions to improve those processes with the end customer in mind
- Complete end-to-end journey audits and Track KPI’s to measure ongoing customer experience and ensure best practices are being utilized
- Work closely with Marketing and Professional Services to inform brand messaging and positioning to drive our net promoter score (NPS)
- Delivering strategic and hands-on management of customer experience and process improvement initiatives and driving solutions to improve those processes with the end customer in mind
- Create end to end customers journeys with detailed outlined risks, impacts, gaps, and provided capabilities to improve the customer experience
Manager Non-Voice Channels @ Rogers Communications Inc.
from September 2014 to September 2015
Design & Contact Optimization
Acting as the Customer Care stakeholder responsible for development and implementation of Rogers.com self-serve projects
- Developed the Care governance strategy for all Consumer support content adhering to the Digital Channels BAU process and development life cycle.
- Work closely with Digital Channels, eComm IT, platform administrators, Cross functional teams, to ensure self-Serve projects are delivered on time and meeting the needs of the customer
- Plan, design and facilitate various meetings to support the implementation of initiatives to ensure procedures are clearly understood enabling successful implementation
- Managed the planning, co-ordination and communication of initatives across National Consumer Care support solutions to ensure for well informed agents
- Managed the rollout of national software tools to over 10k agents across multiple lines of business
Manager Employee Engagement @ Rogers Communications Inc.
from March 2013 to September 2014
Employee Engagement Team
Employee engagement illustrates the commitment and energy that employees bring to work and is a key indicator of their involvement and dedication to the organization. It is measurable; it can be correlated with performance; and it varies from poor to great. Most importantly employers can do a great deal to impact on people’s level of engagement. That is what makes it so important, as a tool for business success.
- Designed, developed and implemented Employee Engagement programs across all levels of Consumer Care, NTSD and Business Care
- Contributed to the National Employee Engagement Plan including program objectives, activities, timelines and measurements
- Collaborated with frontline Communications to prepare effective communication plans to support business needs and delivery of programs across National Customer Care Solutions Support Lifecycle/LOB leaders with the development and implementation of adhoc initiatives and events upon request
- End to End Management of The Path program for Consumer Care, NTSD and Business Care. Developed new ways to increase program success
- Design graphic materials that may include: posters, emails and websites/website content Administered My RogersRewards website handling new activations, branding, site improvements and systematic and process amendments
- Developed, implemented and managed NCCS Rewards and Recognition programs that support our customer and employee programs
Wireless Tech. Care @ Rogers Communications Inc.
Augutst 2011 to March 2013
Technical Care Rep.
Provided world class customer service by connecting to customers and enjoyed solving problems imaginatively and resourcefully.
- Passionately provide wireless mobile technical support and build rapport with a variety of customers and their changing technical requirements
- Handle inquiries about repair, replacement, technical problem resolution and connectivity
- Analyze of issues with telecommunication equipment and/or devices and associated desktop software
- Trouble shoot the required resolution; including, account provisioning, device functionality, device configuration, application support, software downloads, network connectivity by escalating internal, and vendor issues
Manager Affiliate Program Marketing @ Vintara Systems
2007 to 2011
Program Management
- Managed & tracked all web campaign traffic by creating detailed analysis reports on a monthly and quarterly basis. Oversaw and administered payouts to affiliates
- Managed social media marketing to develop leads, generate revenue while forecasting monthly trends and providing accurate budgets to accounting
- Planed, designed and facilitated meetings to support the implementation of initiatives to ensure procedures are clearly understood enabling successful implementation
Education
Social Media Marketing Certificate
2018
George Brown College
Courses and areas of study were;
- Facebook Marketing
- Content Strategy
- Social Media Metrics
- Video for the Web
- E-commerce DFundementals
- SEO, Paid Search and Web Analytics
Six Sigma Training
2017
Six Sigma
Courses and areas of study were;
- Overview of the Lean Enterprise
- Integrating Six Sigma
- Muda (or Waste) Elimination
- Value Stream Mapping (Current and Future State)
- How to Conduct a Vision Events (or Kaizen Events)
Graphic Design & 3D Animation
2005 to 2006
Herzing College
Courses and areas of study were;
- Photoshop
- Illustrator
- Flash
- InDesign
- Dreamweaver
- Maya
Business Administration
1998 to 2000
Senneca College
Graduated from the Senneca School of Business.