Deon Toban Email & Phone Number

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Brought in to overhaul the digital communication received by residential TV and Internet customers during their account change process. Tasked to improve upon dated IT billing template and build cross functional relationships with core senior leadership members to implement updates.- Reduced paper budget by 10% through negotiation then implementation of key IT fixes to the digital platform.- Collaborated on customer journey workshops with cross functional teams to advise of any opportunities to enhance the customer interaction.- Managed relationships with IT, Marketing, Brand and Legal primes to ensure timely and accurate communication updates adhered to overall customer experience.- Represented billing operations department using the gating method in several residential projects.

Toronto, Canada Area

Recruited to create, manage and support a digital workforce of 250 customer service robots. Sole administrator responsible for purchasing and scheduling virtual licenses for assignment to 18 automation processes.- Utilized Microsoft Office tools to prepare and present weekly reports to senior leadership to show health of digital workers.- Managed relationships with business primes to ensure automations were performing at a high standard and within respective SLA.- Created robotic playbook that encompassed digital workforce best practices for new and existing team members.

Toronto, Ontario, Canada

Promoted to create and lead a team of 8 customer service agents mandated to perform call listening, root cause analysis and opportunity identification for the Process Improvement Cost Optimization program.- Summarized agent findings and presented cost saving research and data to senior leadership that lead to care call reduction initiatives.- Developed cross functional relationships to aid in support and assistance of program growth and success.- Supported agents by creating career development workshops and assignments that lead to full time corporate job opportunities.

Toronto, Ontario, Canada

• Key founding member of the Care Help Desk team in which assistance was provided to customer care agents for complete account resolution and customer satisfaction• Advised agents on how to provide paramount customer experience through value-based conversations• Key founding member of Moves Concierge team to ensure a successful transfer of customers products and services to new location• Consistently met targets of AHT, ACW and compliance• Handled key transactions for both wireless and residential customers

Marketing/Marketing Management, General, Diploma

Diploma, Hotel/Motel Administration/Management