Duncan De Verteuil Email & Phone Number

Kelowna, Bc, Ca

Toronto, Ontario, Canada

Toronto, Canada Area

Portfolio comprised of four workstreams: product development, performance management, process improvement, and data intelligence. Developed full-stack CRM application that regulates how users are able to apply financial adjustments to customer accounts, as well as regulating the eligibility of certain promotions. Introduced data models & associated architecture to predict and intercept agent & customer behaviour. Saved over $200M in spend through data-driven strategies, process… Show more Portfolio comprised of four workstreams: product development, performance management, process improvement, and data intelligence. Developed full-stack CRM application that regulates how users are able to apply financial adjustments to customer accounts, as well as regulating the eligibility of certain promotions. Introduced data models & associated architecture to predict and intercept agent & customer behaviour. Saved over $200M in spend through data-driven strategies, process improvement and ongoing performance management. Show less

Toronto, Canada Area

Manage Channel Governance, overseeing intake, socialization and prioritization of new initiatives from concept to execution. Led a team of project coordinators to conduct portfolio analysis, communications, training, stakeholder engagement, and cross-functional impact assessment. Work with consumer and channel sponsors to implement high complexity, high impact projects in the Care channel. Produce enterprise-level reporting and facilitated recurring portfolio alignment with senior leadership… Show more Manage Channel Governance, overseeing intake, socialization and prioritization of new initiatives from concept to execution. Led a team of project coordinators to conduct portfolio analysis, communications, training, stakeholder engagement, and cross-functional impact assessment. Work with consumer and channel sponsors to implement high complexity, high impact projects in the Care channel. Produce enterprise-level reporting and facilitated recurring portfolio alignment with senior leadership. Key Responsibilities: - Set / maintain standards for project management- Program management, project management, change management- Channel activity prioritization, communications and training- Internal marketing campaigns- PMO software development - Performance analysis Show less

Toronto, Canada Area

Managed team of project leads in introducing new initiatives within Customer Care channel; tactics range from impact assessment and cross-functional coordination, to training and communications, to agent on-boarding and customer journey mapping. Key responsibilities: • Project implementation within Customer Care for programs such as Rogers First Rewards (Loyalty Program), Next Issue (Media Platform), and Rogers Bank (Mastercard). • Developed program to consolidate and… Show more Managed team of project leads in introducing new initiatives within Customer Care channel; tactics range from impact assessment and cross-functional coordination, to training and communications, to agent on-boarding and customer journey mapping. Key responsibilities: • Project implementation within Customer Care for programs such as Rogers First Rewards (Loyalty Program), Next Issue (Media Platform), and Rogers Bank (Mastercard). • Developed program to consolidate and assess all Care Go-To-Market (GTM) initiatives being implemented throughout the Care organization, with weekly reporting to senior leadership through a centralized dashboard• Coordinated impact assessments on 30+ weekly initiatives affecting Customer Care; represented Care at corporate-level governance. Show less

Toronto, Canada Area

Led a team of three analysts in customer and financial analysis, strategic development, and project management within the Pre-Agency (Non-Live) collections portfolio.• Established Non-Live strategy program: Created analytical assessments, performance reports, developed new strategies, oversaw external relationships, and managed cross-functional projects.• Developed SAS/SQL-based procedures for data mining & statistical analysis, operational lists (for dialers… Show more Led a team of three analysts in customer and financial analysis, strategic development, and project management within the Pre-Agency (Non-Live) collections portfolio.• Established Non-Live strategy program: Created analytical assessments, performance reports, developed new strategies, oversaw external relationships, and managed cross-functional projects.• Developed SAS/SQL-based procedures for data mining & statistical analysis, operational lists (for dialers, reports, etc), and report automations & efficiency enhancements.• Introduced PMI rigor to various team processes, including: transparent documentation, standardized templates, structured communication, and lessons learned.• Developed and implemented strategies to increase recoveries. Exceeded collection and write-off targets two years in a row.• Built departmental budgets, including in-year recoveries.• Created and evolved collection forecast models and propensity decision trees. Show less

Toronto, Canada Area

Provided coordination support in managing the Rogers Care (Customer Service Department) portfolio. Guiding new initiatives through Governance, including a risk functional review (Workforce, Training, and Site support) and/or approval at various levels of management. Managedchange control/quality process.Also introduced a number of procedural improvements and resource developments.

Vancouver, Canada Area

• Policy development and implementation for employee discount program and supporting structures.• Developed root cause and key issue trending for Office of the President case file.• Negotiated and supported escalated cases for employee accounts up to VP level.

Ottawa, Ontario, Canada

On contract to xWave Solutions Inc. Conduct market research to identify key technologies and vendors in the emergency management industry