Justin Deveau Email & Phone Number

Calgary, Alberta, Canada

• Defined Project Scope, Cost, and Schedule, including outlining all objectives and deliverables in collaboration with stakeholders• Managed the project life cycle from inception to completion• Coordinated and lead the project team, including the team members, vendors, and subcontractors• Communicated effectively with the project stakeholders, providing regular status updates• Organize and run startup meetings, weekly update meetings, and impromptu briefings to resolve conflicts• Developed and maintained detailed project plans that tracks the progress, milestones, dependencies, and resources• Identified and mitigated project risks and issues, escalating them when necessary• Ensured the project deliverables achieved expected quality standards and customer requirements• Conducting project reviews and lessons learned sessions, and documenting the best practices• Designed, created, and implement essential policies and manuals and assist team adoption of these guidelines

Calgary, Alberta, Canada

• Provides leadership through overseeing the operations of the Member Services team consisting of up to 13 employees which directly assists members and staff with account administration with high levels of speed and quality focusing on win-win outcomes• Leads the Payment Services team consisting of up to 7 employees who focus on overdue balance recovery and account resolution with members through negotiation, settlements, and frequent communications• Leads the Inventory/Administration team consisting of up to 2 employees responsible for ordering and logistics of physical materials used in clubs• Involved with business strategy decisions to help the organization select key initiatives and then facilitates the implementation of those projects to achieve the intended results• Involved with the development and execution of projects when launching new promotion and products every month in the marketplace• Responsible for continuous review of business process flows using data-driven analyses to identify areas for improvements and implement those changes through project management methodologies• Achieved an average phone speed of answer of 8 seconds and email response time of 5 business hours during normal operations• Involved in the introduction of a new customer records management application over a 12-month implementation period, responsible for overseeing new process flow designs and ensuring accurate data migration• Responsible for the creation of member related policies or procedures to adapt to new business, environmental or legal requirements• Worked with IT to design 5 custom software products including custom scripts that triggered automatic workflows increasing efficiencies and improving database quality, including the data migration, system configuration and training• Creates and maintains the training and development of member facing staff in Head office, including the implementation and maintenance of all training material and documentation

Calgary, Canada Area

• Provides leadership through overseeing the operations of the Member Services team consisting of up to 13 employees which directly assists members and staff with account administration with high levels of speed and quality focusing on win-win outcomes• Leads the Payment Services team consisting of up to 7 employees who focus on overdue balance recovery and account resolution with members through negotiation, settlements, and frequent communications• Leads the Inventory/Administration team consisting of up to 2 employees responsible for ordering and logistics of physical materials used in clubs• Involved with business strategy decisions to help the organization select key initiatives and then facilitates the implementation of those projects to achieve the intended results• Involved with the development and execution of projects when launching new promotion and products every month in the marketplace• Responsible for continuous review of business process flows using data-driven analyses to identify areas for improvements and implement those changes through project management methodologies• Achieved an average phone speed of answer of 8 seconds and email response time of 5 business hours during normal operations• Involved in the introduction of a new customer records management application over a 12-month implementation period, responsible for overseeing new process flow designs and ensuring accurate data migration• Responsible for the creation of member related policies or procedures to adapt to new business, environmental or legal requirements• Worked with IT to design 5 custom software products including custom scripts that triggered automatic workflows increasing efficiencies and improving database quality, including the data migration, system configuration and training• Creates and maintains the training and development of member facing staff in Head office, including the implementation and maintenance of all training material and documentation

Calgary, Canada Area

• Led the operations of the Customer Service team consisting of up to 5 employees which directly assists members and staff quickly and accurately• Led the operations of the Compliance Services team consisting of up to 8 employees who focus on contract administration, account adjustments and validating staff commission eligibility• Assisted with the integration of the acquired 6 Spa Lady branded clubs, including all member impacting operations, which was an increase of overall club operations of 60%• Involved with the development and execution of projects when launching new promotion and products every month in the marketplace• Initiated and completed a 12-month long project to overhaul all process flows for member impacted procedures• Responsible for the creation of member related policies or procedures to adapt to new business, environmental or legal requirements• Creates and maintains the training and development of member facing staff in Head office, including the implementation and maintenance of all training material and documentation

Calgary, Canada Area

• Led the operations of the Customer Service team consisting of up to 5 employees which directly assists members and staff quickly and accurately• Involved with the development and execution of projects when launching new promotion and products every month in the marketplace• Reduced contract processing timelines from 45 days to following business day processing, reduced cancellation processing timelines from 40 days down to an average of 2 business day processing• Assisted with the final project tasks associated with the rebrand from ClubFit to World Health clubs to integrate those members and contracts into the new operating policies and procedures• Responsible for the creation of member related policies or procedures to adapt to new business, environmental or legal requirements• Creates and maintains the training and development of member facing staff in Head office, including the implementation and maintenance of all training material and documentation

• Provides leadership through overseeing the operations of the Customer Contact Centre team consisting of up to 100 employees which directly assists members in using their account for deposits, withdrawals, transfers, and other services• Maintained support for members across the globe, 24/7/365 and supporting over 10 languages internally along with additional languages through translation services vendors• Assisted with policy and procedure enhancements to drive increased efficiencies during company strategy changes when the business evolved rapidly to reflect new marketplace conditions• Supported and assisted with the management of new product lines, including the NETELLER Card and other online transfer services, through the creation and revision of various member policies and procedures• Led the Quality Assurance team focused on continuous review of member interactions to improve calibration between Customer Service staff and identifying areas for improvements• Responsible for ongoing training and development for all Contact Centre staff to ensure everyone is knowledgeable and informed about the products and services offered

New Media Production And Design Courses

Education record