Dean Puffer Email & Phone Number

Calgary, Ab, Ca

Calgary, Alberta, Canada

Leading a dynamic team focused on process management, business planning, customer insights and program execution:- Process mapping, monitoring and performance measurement.- Issue / root cause analysis, identifying areas of improvement for organizational divisions.- Business analysis, operational planning and reporting.- Customer journey mapping, experience improvement and metrics collection/reporting.- Consultation for program planning and execution.

Calgary, Alberta, Canada

Responsible for the planning and management of the Tax Advisory Services and Customer Strategy teams within the Account Advisory Services division in Assessment & Tax: - Develop and implement system-wide change management strategies, programs, standards and business processes across Assessment & Tax to drive efficiencies and enhance the customer experience.- Operationally lead a team of Leads, Advisors and Specialists to deliver on the mandates of the Assessment & Tax Business Unit and The City of Calgary. - Develop and track performance and customer-related metrics.- Develop, enhance and coordinate major Assessment & Tax programs.

Calgary, Alberta, Canada

Responsible for the strategic direction and overall management of the Customer Strategy section of Assessment. Develop and implement system-wide change management strategies, programs, standards and processes across Assessment to enhance the customer experience.- Provide oversight and management of the development and implementation of large-scale customer experience programs, projects and associated processes across Assessment.- Provide leadership, development, coaching, mentoring, direction and assistance to direct reports and indirect team members.- Be the subject matter expert in customer experience for large-scale change management whilst developing and providing oversight to strategies, tactics, programs, projects and services that enhance the customer experience of property owners, including leading project teams as necessary.- Determine, develop and report on customer data and the preparation of reports on customer key performance metrics and targets at Assessment.- Research, influence, make recommendations and provide oversight to the developmentof strategies to create a culture of positive customer experience within Assessment.- Oversee the response to political inquiries (e.g. inquiries from Councillors, the Mayor, theGovernment of Alberta, etc.)- Drive the development of the annual assessment notices and additional communication notice and letter content.- Oversee the content of the Assessment website for clarity, ease-of-use and consistency website to drive a positive customer experience.- Contribute to the development of Assessment goals and objectives within budget cycles and associated strategic plan for the Assessment service.- Manage the identification and mitigation of risk and challenges associated with large-scale cultural change (e.g. reputation management)- Participate in the identification and resolution of issues, their root cause and drive change to mitigate risk and enhance the customer experience.

Calgary, Canada Area

Partnered with senior leadership across the organization to provide consultation for integrated solutions to direction, planning, and delivery of projects or initiatives, opportunities and organizational changes to impact customer experience. Created and executed comprehensive guest experience strategies, and worked independently in a multidisciplinary team to propose and implement initiatives to balance fiscal responsibility with customer experience. Indirect leadership of project teams. Assisted Director as required.- Developed a strategy to improve key performance indicators (KPIs) at every guest touchpoint. Increased retention, loyalty, and advocacy collaborating and presenting with business units on roll-out.- Drove and managed change to processes and guest promises (guidelines/policies) impacting frontline service interactions and technology interactions. Increased interaction, decreased team work load and service failures, and improved net promoter score.- Identified and drove new procedures, service, and technical opportunities.- Created plans and managed execution of projects and initiatives improving customer service and overall guest experience via distribution and communication channels.- Planned and executed change management strategies for corporate and departmental initiatives and/or changes.- Measured the success of changes and follow-up, resolving inconsistencies and compliance issues. Mitigated failures.- Contributed to creation and execution of improved guest experience; enabled measurement of how technologies impacted guests and increased brand awareness and company goals and objectives.

Calgary, Canada Area

(Temporary Project)Seconded to manage guest (customer) experience revival project. Recruited/hired, trained, coached, developed, and managed the performance of internal stakeholders’ customer experience delivery. Collected data and reviewed guest experience concept model, recommending permanent organizational structure moving forward.- Conceptualized approach and identified required resources to resolve organizational customer experience challenges.- Recommended the concept for a customer experience program and documented; earned senior leadership support.- Developed and executed comprehensive strategies, plans, tools and tactics supporting defined goals and objectives of the project; measured, evaluated, and reported progress with a focus on key issues/plans for improvement.- Executed planned objectives and compared to defined performance metrics.

Development of products and services in support of WestJet's strategic goals and growth plans.- Define and develop product, service and guest experience strategies including business cases, recommendations and objectives- Maintain knowledge base of competitive information to support service and guest experience development- Document product plans and roadmaps- Meet with cross-functional business units and teams to define and develop strategy around products, services and guest experience opportunities

Strategic planning of guest experience in WestJet's Guest Services team (Airports and Inflight). Managing WestJet's Guest Experience strategic objective program.

Managed a large team whose focus was to provide operational support to various WestJet departments and customer service recovery to guests resulting from flight delays and cancellations, guest relations issues, baggage claims, reservations fraud, general reservations help desk issues and customer file escalation.

Ba

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