Debbie Gandon Email & Phone Number

Saint Thomas, ON, CA

Ontario, Canada

Kitchener, ON

Kitchener, Ontario, Canada

• Responsible for creating and maintaining a positive customer experience
• Responded efficiently and accurately to customer queries, resulting in first call resolution and enhancing customer satisfaction
• Investigated and resolved issues and concerns on behalf of plan members, resulting in positive customer relationships and improved company perception
• Advocated for new processes to reduce or remove barriers for plan members
• Identified areas for improvement to create more efficient processes
• Consistently exceeded customer expectations by performing tasks beyond the scope of the job

London, Ontario, Canada

Temporary assignment Checked in patientsAnswered phonesScheduled appointments Pulled chartsFiled charts and paperwork

London, Ontario, Canada

• A trusted resource for information and understanding of Group Retirement Services processes and technologies.
• Provided valuable insight into the operations of the business by creating current state documents and conducting demonstrations resulting in clear directions for future work
• Collaborated with project teams to gather and document requirements for digital products to ensure business needs were met
• Designed user stories and acceptance criteria and reviewed with business stakeholders to ensure requirements were fully understood
• Successfully conducted showcases of completed development for key stakeholders resulting in overwhelmingly positive unsolicited feedback indicating accurate results and understanding
• Performed extensive user acceptance testing of digital products to ensure requirements had been met

London, Canada Area

• Part of a project team for various initiatives from initial analysis and requirements phase through to project completion
• Ensured requirements were clearly identified and addressed within scope of a project, in collaboration with the subject matter experts and systems analyst
• Utilized business knowledge and expertise to offer solutions and recommendations to meet project objectives
• Reviewed and evaluated existing processes in the interest of improving or eliminating unnecessary procedures
• Collaborated with the project team to create test cases and conditions and performed user acceptance testing to ensure requirements were met
• Supported the transition of new products and processes into production by creating specification documentation and providing demonstrations

London, Canada Area

• Facilitated classroom learning with presentations, demonstrations and hands-on practice to effectively onboard new staff to the administration team
• Ensured training needs were met by monitoring the progress of new trainees
• Demonstrated a high level of attention to detail in order to accurately authorize high value transactions
• Provided issue resolution for complex processes by communicating effectively with various levels of the corporation including compliance, legal and where needed department AVPs
• Championed change to improve the efficiency and understanding of processes and procedures

London, Canada Area

• Responded with a sense of urgency to customer enquiries via phone, email and written correspondence to maintain a high level of customer satisfaction
• Built positive, productive lasting relationships with internal and external stakeholders
• Provided problem resolution on a variety of topics which included but was not limited to complex legislation and legal matters related to customers and daily processes
• Recognized and initiated action when escalation was required to reduce service complaints
• Completed customer transactions with the highest level of accuracy and consideration to ensure the integrity of customer personal and financial information
• Ensured a high level of confidentiality was practiced to protect client information

London, Ontario, Canada

London, Canada Area

Toronto, Canada Area

Handled travel arrangements for VIP executives of a large banking institution in Canada and the United States

Travel Counselling

Travel Counselling

Business Analysis: Elicitation, Documentation And Analysis

Business Analysis

Introduction to Business Analysis

Education record