Dean B. Email & Phone Number

Toronto, Ontario, Canada

Toronto, Ontario, Canada

• Providing expert guidance to optimize business processes and drive efficiency through Upland Software's suite of solutions.
• Collaborating with clients to understand their unique needs and implement software solutions that achieve strategic goals and maximize ROI.

• Crafting tailored digital strategies to enhance client experiences and deliver measurable results.
• Leveraging strategic insights and innovative technologies to drive transformative solutions for diverse business needs.
• Collaborating with the team to help achieve sales targets and drive business growth.

Toronto, Canada Area

• Collaborate with development teams to translate product needs into clear problem-solution statements in the form of user experiences and manage the product backlog.
• Present features to clients across all businesses to collect feedback and create consensus for a unified solution.
• Perform product demonstrations for prospective and existing clients, as well as product installations, on-site and remote.
• Address, support, and assist technical issues, functionality questions, and product customization requests for acquired and prospective client
• Assist with the customization of the product to mimic the client’s brand and environment.
• Develop and maintain a detailed understanding of industry trends, competitor capabilities and customer needs in market segment

Toronto, Ontario, Canada

• Trained over 300 law enforcement professionals.
• Develop job aids, and help content to improve customer adoption rate.
• Provide subject matter expertise of the software, and assist Law Enforcement with active cases
• Work cross functionally to design, and implement internal and external processes, to increase department efficiency, and improve the customer experience.
• Gather client requirements and feedback, to improve the user experience and develop new features.

Scarborough, Ont

• Assess TELUS team members’ submissions relating to Future Friendly Home Services and the Channel portfolio to improve the current customer and frontline team member experience.
• Work cross functionally with various stakeholders to achieve team target of $770K OPEX savings.As a result of my analytical execution, over 20 solutions have been fulfilled for frontline team members which include.
• Identified and reconciled errors in client data to ensure accurate business requirements.Gathered client data to validate earnings to ensure alignment with the development of business cases.

Scarborough, Ontario, Canada

• Supported call centre agents by developing help resources, assisting with team members inquiring about procedures, and handling frontline escalations.
• Participated in UAT for new system rollouts, reporting defects prior to code freeze.
• Provide regular progress and status updates from UAT to senior leadership team.
• Participate in feedback session regarding processes and systems, and provide feedback from the end user perspective.
• Participated in projects to strategize and recommend changes to current Channel procedures, as a result was able to make a recommendation to off load 6% of frontline team members calls and direct to correct department
• Developed job aids with external quality best practices to assist team members with delivering an exceptional customer experience, thus resulting in agents returning back to work within 3 weeks of receiving job aids.

Scarborough, Ontario, Canada

• Analyzed customer cellular phone usage by examining account history and developing an efficient solution to best-fit customer needs.
• Communicated with various service provider representatives regarding customer usage patterns and purchase trends to help generate new ideas of plan packages.
• Negotiated with various service provider representatives to ensure that customers received the latest promotion packages and features, achieving customer satisfaction.
• Responsible for counting large amounts of money and securely depositing end of day sales to the bank on a daily basis.
• Attended product knowledge seminars in order to gain further up-to-date knowledge in store standards and products.

Scarborough, Ontario, Canada

• Excellent interpersonal and communication skills illustrated through building customer relationships, identifying customer needs and providing customers with customized product recommendations.
• Appointed Health and Safety Officer, responsible for performing monthly safety checks and adhering to the Health and Safety guidelines.
• Ensured store merchandise, products and signage aligned with marketing strategy to increase customer traffic.

Master Of Business Administration - Mba

Bachelor'S Degree, Criminology

•Quantitative Methods: specializing in gathering, analyzing, and understanding data tables and graphs. •Research Methods: specializing in.

Certificate, Project Management Fundamentals

•Articulate the relevance of core project management competences. •Identify key project goals and assumptions and set the stage for value.

Six Sigma Green Belt

• Familiar with DMAIC and DFSS project methodologies.

Six Sigma Lean Professional

•Creating more value for customers with fewer resources. Reducing 7 wastes : Transport Inventory Motion Waiting Overproduction Over.

Change Management Specialist

•Communication Management •Employment Management •Stake Holder Management

Iiba, International Institute Of Business Analysis

•Created by BABOK helps business analysts develop their skills and further their careers by providing access to relevant content.

Itil Information Technology Infrastructure Library

•Provides guidance on clarification and prioritization of service-provider investments in services. •Service Strategy focusing on helping.

Personal Training Certification, Fitness Trainer

• Educate clients in anatomy and proper muscle movement • Responsible for social media and marketing • Sales • Work with individual.