David P. Email & Phone Number

Vancouver, British Columbia, Canada

•Introduced standardized operational efficiency reporting (and balanced scorecards) for the Advice Centre, eliminating multiple versions of the ‘truth’. Key in providing all lines of businesses in the Advice Centre with performance and trend analysis and recommendations for improvement. •Created production forecast workbook for annual target planning. Responsible for sharing results of actuals to forecasts with Sr. Management, including why gaps may exist, and how to close those gaps. •Improved member experience through analysis of contact (call data), reduced callback abandons by 75%, and increased system authentication for members (vs advisor authenticated)

Vancouver, British Columbia, Canada

•Implemented KPI reports for the Customer Service Team (Customer Order Management and Technical Support). Responsible for annual headcount forecasts based on past contact centre performance, service level agreements, and anticipated sales growth. •Provided benchmarks and identified bottlenecks in Sales Order and Return (Advanced Replacement and Return for Credit) processes. Reduced turnaround time to customer by 20%. •Provided headcount forecasts and workforce optimization to reduce Average Speed of Answer from 40 minutes (August 2017) to under 2 Minutes (March 2018).

Vancouver, British Columbia, Canada

Calgary, Canada Area

•Implemented weekly and monthly KPI reports for Key Category Groups (Assets, MRO and Sand/Logistics). Responsible for creating forecasts for monthly Sales and Operations Planning, assessing internal and external benchmarks. •Supporting 5 Category Managers in Contract Negotiations by providing market intelligence information (Competitive Scope, Alternate Vendors).

Calgary, Canada Area

•Managed fares and inventory in assigned markets, with combined revenue of $200,000,000 annually, analyze advance bookings and identify revenue risks and opportunities on specific flights.•Modeled revised advance purchase program for travel management companies on strategic business travel markets. After successful implementation the revised program resulted in additional revenue of $125,000 per month.

Vancouver, Canada Area

•Located onsite at Best Buy Canadian Head Quarters. Providing on-site responses to data requests, technical issues and support of analyses. •Provided market analysis including interpretation of NPD Data, industry and retailer knowledge to Merchandise Directors and Managers. Provide recommendations to Merchandise Managers to understand market share, category management and trending for assortment planning.

Vancouver, Canada Area

•Experienced in assessing client requirements and recommending creative, effective solutions; develop panel plans (including messaging), recruit panel members, and oversee panel management, health and financial aspects of the project. Identify up-selling opportunities, provide quotes and conduct software demos.•Responsible for guiding Fortune 500 clients during the development and set-up of their customer advisory or proprietary on-line panels. Portfolio included ten Business to Business and Business to Consumer Panels, with a combined annual budget exceeding $800,000.

• Created and maintained Shell Chemicals’ Master Data in accordance to defined global standards• Customer Service/Problem solving: Communicated with plant managers, supply coordinators and global team leads to resolve master data issues• Prepared SAP Metrics to analyze trends in master data requests• Prepared, analyzed and summarized SAP reports to support quarterly Sarbanes-Oxley audits• Championed documentation standardization project to guarantee that global end-user documentation was published according to universal standards.Accomplishments • Developed training plan and integrated five analysts into a revised SAP business process; improved customer service time by 60% in a span of three months. • Managed projects including the transfer of E-Business Data Management from E-Business Team to Master Data Team. Planned and trained Bangkok team members in Material role for transfer of responsibilities