David Robillard Email & Phone Number

Canada

Waterloo, Ontario

Toronto, Canada Area

Successfully managed the migration and transition of client-facing applications and services to Morneau Shepell following their acquisition from Mercer under aggressive timeframes. This included Mercer’s entire Call Centre infrastructure and call services, workflow, knowledge management and document management (scanning/imaging) repository and services.Spearheaded changes that transformed voicemail services for all Morneau Shepell Call Centres.Managed transition of contracts and licenses with vendors.

Toronto, Canada Area

Managed the strategic and tactical planning of several applications that supported a $40 Million annual Pension and Benefit Outsourcing business in Canada and several large groups in the US. The portfolio included, Call Centre CIM services, workflow, document management (scanning/imaging) and knowledge management.Acted as senior advisor to leadership committee for several Global IT applications with emphasis on streamlining technology, improved service delivery and reduced operating costs.Created the long-term strategy and roadmaps for products supporting Call Centre services over a 5 year period and managed the delivery of these initiatives including project management (1,000+ hrs.), resource/release management and training.Drove product enhancements that boosted performance (>1,000%), improved scalability (20x) and reduced application bandwidth (90%).Spearheaded reporting initiatives to enable managers to meet Service Levels and correct CSR behaviour patterns to improve efficiency and reduce costs. Managed vendor contracts and relationships reducing maintenance fees by over 25%.Chaired several Requirement Management Groups for product business direction.

Toronto, Canada Area

Led a team of employees in all areas of quality management that supported the Canadian Outsourcing application development suite ($7 Million).Spearheaded changes to strengthen the team’s business acumen, implemented standards and developed collaborative strategies between onshore and offshore teams that reduced testing (30%), reduced defects and improved quality of delivery.Managed the recruitment, hiring, supervision and performance evaluation of staff.Created the long-term strategy and roadmaps for Call Centre services and managed the CIM application suite that supported Outsourcing services in Canada.

Toronto, Canada Area

Directed the strategic and tactical planning of the Benefits Administration application and Employee Self-service (ESS) solutions for Outsourcing services in Canada.Managed the delivery of initiatives including project management (500+ hours), budget and forecasting, cost benefit analysis and risk assessments.Managed external client and vendor relationships.

Toronto, Canada Area

Focused on building external client relationships for Mercer’s Flexible Benefit solutions in Canada. Successfully implemented plans for clients with 2,000 to 45,000 employees including integration with HR systems, Insurance carriers, Payroll providers and ESS solutions.. Managed the Benefit Administration install product market in Canada that included client relationship management, product portfolio management, training, marketing and support.Pioneered and developed the 1st solution to administer Flexible Benefit plans (FlexSys) in Canada and the 1st ESS solution to assist employees with benefit elections and cost management.

Computer Programming And Business Systems

Physical Sciences