Marc-André Savoie

• Answers all employee questions related to Complaint Resolution Officer (CRO) job duties, investigations processes and responsibilities including providing assistance with client complaints or code analysis as required. • Ensure CRO/Investigator individual productivity targets are met. • Conduct monthly quality assessments and yearly performance evaluations; provide effective feedback and coaching and refer employees requiring performance management to Director. • Sign-off/approve complaint disposition submitted by CROs • Respond to customer escalations • Assist with the initial or on-going training as required • Action and track standard HR-related issues, such as absenteeism, lateness, time off requests. • Refer employees with ongoing attendance management issues to Director. • Assist the Director – Customer Relations and Investigations with various tasks and projects as may be required.

•Reporting to the Director of Customer Relations and Investigations, the Team is responsible for leading a team of customer service representatives. •Provides support to a team of CSRs by being available to answer their questions and providing guidance. •Conducts quality assessments and provides coaching and mentorship •Monitor daily workload and ensure proper allocation of resources •Oversee customer escalations and questions from Canadian telecommunications service providers. •Assist the Director of Customer Relations and Investigations as required. •Assist in development, implementation and conduct regular reviews of policies and procedures to ensure effective control and efficiency. •Partake in the training of new customer service representatives.

•Review and resolve consumer and small business telecommunications complaints after interaction between the complainant and the service provider has failed to produce a satisfactory outcome. •Attempt to resolve disputes, handle requests for reconsideration and, if unresolved, arrange access and process the objection. •Proactively collect and document relevant information from clients and service providers required for eligibility decisions. •Review and analyse telecommunications policy and legal frameworks. •Make recommendations to management concerning the appropriate disposition of the complaint based on the facts of the complaint and the results of the investigation. •Draft final case analysis reports and communicate them verbally and in writing. •Participates in projects for process or quality improvements. •Manages multiple tasks or cases simultaneously with minimal supervision. •Partake in the training of new CRO’s

•Responsible for validating customer entitlement. •Monitor the service event through completion for compliance. •Manage the service requests of customers through different access channels. •Reviews customer feedback related to customer entitlement & case. •Management and analysis of statistics related to customer access (phone) & case management. •Participates in projects for process or quality improvements. •Works with escalated customers and recommends actions in post incident reviews. •Manages multiple tasks or cases simultaneously with minimal supervision.

• Conduct investigations and escalated problem resolutions, liaising with internal/external resources, as required • Assist in development, implementation and conduct regular reviews of policies and procedures to ensure effective control and efficiency • Provide real-time support for Direct Associate escalated issues • Assist in the hiring process of SRAs • Assist in ongoing training, coaching and development of Direct Associates including Quality Monitoring • Complete all processing requests that result from various delivery channels • Collaborate with management to establish performance standard to increase productivity, sales and client experience • Participate in operational initiatives, in coordination with other departments as required • Responsible for validating and authorizing exception transactions across the Bank, to ensure integrity and client satisfaction • Assist in providing management support in the call centre in the absence of the Manager on duty • Maintain relationship and contact with assigned departmental representatives (i.e. Operations) • Provide formal recommendations to management for improvements to operational processes to provide a positive work environment, foster teamwork and ensure high team morale

• Promote, up-sell and cross-sell ING DIRECT’s banking services to existing and potential clients • Recognize and action sales opportunities emerging from existing and prospective customer inquiries • Meet and exceed monthly individual and team sales objectives/goals that support the Sales & Service team • Assist customers with concerns regarding account information including transactions, transfers and statements • Resolve customer issues in a manner that meets customer needs without compromising ING DIRECT’s standard of excellence, policies and procedures • Deliver friendly and professional service to new and existing clients in an open concept call centre environment

• Responsible for promoting ING DIRECT banking products to prospecting and existing clients • Responsible for selling value-added banking services while providing top-notch customer service

Baccalaureate in Social Sciences Honors in Political Science Concentration in History Cum Laude Graduated October 10th 2006