Developer, Customer Engagement
What is your professional experience and area of expertise?
I’m a software developer, I worked mainly in the Microsoft environment for five years where I developed client-server desktop and web applications. After that I switched over to IVR which stands for Interactive Voice Response. I help to build software for Call and Support Centres that primarily work over a telephone network. I am also looking to start developing other forms of customer support communication, including web integrations and custom tool development.
What education do you have? What certifications do you hold?
I have a Bachelor’s Degree in Computer Science, a MCSD certification, and currently I’m working on my Genesys certifications.
What projects have you most enjoyed working on?
I enjoyed working on a project for a financial institution that provides credit services. It was a green field project that I joined as a junior developer, and it is memorable primarily because I worked with a team of highly experienced and bright developers, architects, and managers. I’m proud that I helped to create a very robust and stable solution for that client, and proof to that is the fact the application has been running in production for a number of years since its launch, without the need for maintenance or repairs. Engagement in that project provided me with a solid foundation of both development and consultancy skills I use every day.
I’m also enjoying working on my current assignment for a large Contact Centre replacement project in the financial industry. From a complexity and scale perspective this project is the first of its kind in North America – just the basic requirements gathering took over two years! What makes this project special is the fact I’m working in a new domain and am learning a lot every day. Moreover, I get to utilize my previous experience from a different development space, which is important because as consultants we can’t afford and don’t want to let our skills collect dust.
Why do you like working at Online?
I like working at Online for several reasons.
First, I get to work with dedicated professionals and amazing people. Second, Online is a company that provides new opportunities and challenges spanning across many different industries. We are working on cutting edge technology for new and existing applications; there’s always something we can do to make the solution run better, faster, more efficiently – and that’s exciting. Third, Online provides a special professional development budget which ensures we continually improve our skills in today’s fast-paced business environment.
What do you think are the top five key elements to excellent client relationships?
- Teamwork – Both the client and service provider engage in a mutual relationship to reach a certain business goal. Working as a team is guaranteed to achieve better results.
- Communication is key – We help our clients become better when we align our new perspectives with their processes and people.
- Trust – People thrive in trusting environments. A business built on trust is one that lasts and does great work.
- Knowledge sharing – Often, we work in teams with different levels and sets of skills – knowledge sharing increases productivity in an environment where team members help each other to become better.
- Managing expectations. Unexpected surprises are usually unwelcome. Setting expectations ensures everyone’s perspectives are lined up which frees up resources to work on what matters.
What are four jobs you’ve had in your life?
- Jet mechanic in the military
- Graphic designer
- SME & QA
- Software Developer.
What will we typically find you doing if you’re not working?
I will probably be out fishing or canoeing if weather permits. If not, I will likely be working on my comics or just drawing for fun. I also play squash but am always game for a new hobby.
What charities or causes are important to you?
Organizations that help animals, wildlife, or nature in general.
What’s the scariest thing you’ve done?
Walking with lions in Ukutula, South Africa. Hanging out in the African bush surrounded by playful 150lbs kittens is a once in a lifetime experience. At the age of eight months they still don’t see you as a steak, so it’s kind of safe.
What is your favorite quote?
“If you’re the smartest person in the room, you’re in the wrong room.” Not sure who said that, but the idea is that one should never stop learning.