Christian Granger Email & Phone Number

Toronto, Ontario, Canada

• Serve as the primary point of contact for customers, addressing inquiries, resolving issues, ensuring overall satisfaction, and fostering a loyal customer base.• Utilize excellent communication skills to explain product features, provide product recommendations, answer questions with accuracy and thoughtfulness.• Proactively identify and address customer concerns, achieving a high rate of issue resolution and customer retention.• Accurately document compliance forms, order fulfillment forms, customer interactions, and customer feedback into CRM database.• Analyze CRM data and provide feedback to contribute in increasing sales, ongoing process improvements, drive business decisions and reduce operational costs.

London, Ontario, Canada

• Streamlined and unified policies and procedures to create unity and information flow between newly amalgamated Public Health Services in Kitchener-Waterloo region.• Created online database for employees of the involved non-profits to access relevant documentation and COVID-19 materials.

London, Ontario, Canada

 Managed a multi-departmental project to create and implement an Individual Rehabilitation Plan / Patient Goal-Setting tool, fully integrated with the agency’s Electronic Health Record.  Managed a project to transition from external property management software to an integrated solution within the agency’s EHR.  Created new agency wide process and documentation for clients’ enhanced privacy/confidentiality requests (lockboxes) and changed agency processes to ensure Personal Health Information Protection Act compliance. Revamped the employee training program and manuals, trained 100+ employees on accessing, using, and interpreting the Electronic Health Record.

Toronto, Canada Area

 Created a Clinical Information Dashboard for the purpose of clearly communicating key hospital metrics as part of a collaborative team for a large southwestern Ontario hospital (Joseph Brant Hospital).  Liaised with Joseph Brant Hospital stakeholders (doctors, nurses, data analyst support teams, hospital administrators) to communicate, demonstrate and visualize the business impacts that the analytical solution brings to addressing KPI's in terms of bed occupancy, peak times, and staffing requirements. Provided recommendations to both the IBI and Joseph Brant Hospital teams on the accessibility and visual design of the Clinical Landing Page, dashboards, and reports. Created 20+ dynamic web reports using IBI’s WebFOCUS dashboard tool for IBI’s Health Info App Exchange with responsive HTML5 styling that were accessible from any devices for wider utilization.

London, Canada Area

 Automated regular reporting tasks which eliminated workloads in reporting surgery wait time and Healthcare Under-Going Optimization reporting in Excel, Tableau, and SQL Server Reporting Studio.  Co-designed and developed Executive Quality Based Procedure (QBP) dashboard for all hospital department heads to get pertinent key performance indicators for their departments at regular intervals. Designed comprehensive database schema diagrams for hospital data warehouse in Microsoft Visio with the intended result of improving collaboration between the business intelligence, decision support analysts, and consultant teams. Implemented KANBAN scheduling board as part of LEAN Team to improve efficiency, balance workload, and reduce data analytics team stress; lead and participated in daily KANBAN meetings. Created macros to reduce the time taken to update executive patient care reports by 75% which directly benefitted the nursing department heads. Used statistical analysis to identify insights from complex data for fact-finding and determining correlations.