Derek Mason Email & Phone Number

Toronto, Ontario, Canada

Toronto, Ontario, Canada

• Use UX principles to create accessible content for Rogers and Fido's Connected Home Buyflows and merchandising pages, working closely with designers and stakeholders.• Develop a variety of digital elements using Contentful such as landing pages, error messages and banners, maintaining brand standards and accessibility.• Oversee an end-to-end process for content delivery, including stakeholder approvals, legal reviews and French translations.• Lead and present on cross-functional deliverables collaborating with UX Design, Developers, UX Research as well as Business Stakeholders .• Utilize collaborative tools such as Jira, Figma, Abstract, Miro and Frame.io efficiently, bolstering teamwork and project management.• Present UX Writing and Content Design standards as part of a Community of Practice.• Perform UX Research to determine competitive flows in the industry.• Integrate human-centered design principles into all aspects of content design processes, ensuring that all digital products and interfaces were tailored to meet user needs and preferences.• Create and revise content for our Virtual-Assistant, ensuring a human-centered approach is taken.• Craft SEO and product descriptions for flagship eCommerce properties.

Toronto, Ontario, Canada

* Follow the Loyalty Best Practice Chat Flow to maintain high CSAT and Provide world-class customer service - ensure every customer interaction is a great one, it is my goal to ensure the customer leaves feeling like we have accomplished something* Provide White Glove Treatment to high-risk customers to ensure overall customer satisfaction - by having needs-based conversations I'm able to identify and pinpoint exactly what will work best for the customer* Assist customers with their move to ensure a seamless experience - provide customers with white glove service when they are moving their service from one address to a new address to ensure they are satisfied and get their service reactivated properly* Assist as a Co-Pilot and Subject Matter Expert in the Customer Experience Lab to cross-train agents - ensure specialists are up to date on the new systems they are learning and provide a safe environment for them to learn and perfect their skills and abilities* Team Captain - providing team with the latest updates, helpful tips, and important dates (shift bids)

Toronto, Ontario, Canada

* Update the Self Serve and Digital Coach information in 1source - ensure we have the accurate information and screenshots in documents we use to convey information to customers* Revise How To emails for customer-facing information - evolve existing emails that are customer-facing to reduce callbacks and wait times, ensuring we are getting it right the first time* Collaborate with cross-functional teams - worked on many different high-profile projects while on this path project to enhance digital enablement and the self-serve adoption* Work independently - empowered to make updates that I saw necessary to improve the customer experience* Monitor usage of Digital Coaching - perform call listening and chat observations to confirm the use of Digital Coaching by specialists

Pickering, Ontario, Canada

Uxbridge, Ontario, Canada

Oshawa, Ontario, Canada

Fundamentals Of Ux Writing

This micro-credential outlines the fundamentals of writing for user experiences by addressing the role and responsibilities of the UX.

Horticulture Technician