Derek Koyama Email & Phone Number

Dorval, Quebec, Ca

Dorval, Quebec, Ca

Providing numerous years of Operational experience combined with a focused education and history in Business Processes, Analytics, Change Management and Leadership to Diabsolut clients. Diabsolut is a unique consulting firm that defines itself by the outcome of its contributions to their customers’ victory and the long‐term relationships they build.• Provided leadership and mentorship among a cross functional team of internal and external Business and Process specialists throughout the successful implementation lifecycle of a new Workforce Management Software (ClickSoftware) at a large central Canada telecommunication company• Guided Senior Field Service Leadership in ‘best practice’ Change Management, Implementation, Process, and Training approaches using practical and theoretical experience • Led the development, execution and support of end to end testing and support processes for a large telecommunication company’s Workforce Management Software implementation (ClickSoftware) that impacted over 500+ employees province wide• Developed and implemented new Process and Performance methodologies practice-wide that provided multiple new revenue sources

Toronto, Ontario, Ca

Directed a team of 12 Senior Business Analysts responsible for the National design, development and distribution of analysis and performance management reporting to 1500+ internal and external customers, ranging from C level executives to front line dispatch and fulfillment technicians.• Reduced operating costs by 15% in Install/Service dispatch through process efficiencies and work alignment (centralized dispatch)• Creation and implementation of Integrated Quality Assurance Program that provides significant bonuses and penalties to 3rd party Contractors based upon performance. (Over $480K yearly savings)• Lead role in the planning, process, implementation & enhancement of new automated dispatching software (CLICK)• Developed centralized planning, forecasting and calendar management departments achieving 95% accuracy• Created new National Maintenance Dispatch Centre of Excellence which included all process, procedure, systems, training and hiring of staff. Exceeded all outage and communications goals within 1 week of implementation

Toronto, Ontario, Ca

Accountable for Customer Fulfillment and Maintenance encompassing 500,000 homes with thousands of kilometers of plant; 350+ internal and contracted employees, including 6 Contractors, Quality Assurance, Installation and Maintenance Dispatches.• YoY KPI achievement included 20% reduction in repeat field activity, 10% improvement in on-time visits and best in class calendar availability• Led team that achieved the highest Employee Engagement score across all cable field divisions• Developed and implemented a QA mentoring program that successfully transformed Quality Assurance to Improvement. Presented program at the SCTE conference in Kingston Ontario (’08 Back to Basics – Successful Quality Assurance Programs)• Consistently came in under budget, reducing average drop costs by 20% and decreasing Maintenance Contractor spend by 10% on an total annual operating and capital budget of $30M

Toronto, Ontario, Ca

Led a successful team of 6 Business Process Engineers responsible for the Installation and Service process chains. Accountable to develop operational processes, procedures and training based upon best practices, new product launches, business cases and IT systems.• Reduced Operating expenses across Field Operations by $10M through development and analysis of technician payment and bonus schedules• Led all process, procedure and training development for the launch of Rogers Home Phone within Operations• Sole process lead in successful integration of Cable Atlantic into Rogers Cable – Atlantic Canada• Development of Rogers’ first 3rd party employee performance rewards program based upon points rewards programs• Determined New Product, Engineering, and Sales operational impacts on operations - specially Installation, Service and Dispatch departments

Toronto, Ontario, Ca

Accountable for the analysis, design and implementation of reporting, process and project management for Rogers Technician Support Call Centres• Creation of new online Call Centre dashboard and front line scorecards• Integral part of @Home and Yahoo transition team• Led process and procedure development of Rogers Hi-Speed Welcome Kit and associated User Guide

Calgary, Alberta, Ca

• Managed the day to day operations of the Hi-Speed Technical Support Call Centre which included 2 Team Managers and 40+ staff. • Transitioned call centre from 5 day to 7 day operation moving additional resources from central Calgary office

• Led the development and management of a newly created department accountable to support Canadian personal computer warranties

Managed a team of 20+ highly skilled network hardware support consultants• Achieved best in North America AWT (Average Wait Time) and Service Level (80% in 20 seconds)• Co-Lead in the transition and movement of call centre to new building and overseas (Ireland)

Ethical Behaviour - Best Practices Of Management Consultants, Management Consulting

Prosci Change Management, Change Management

Basc, Industrial Engineering