Mark Rihar Email & Phone Number

Toronto, Ontario, Canada

Toronto, Canada Area

Strategy design, negotiation and contract ratification

Guided management, software developers and data architects in designing and implementing Business Intelligence (BI) solutions. • Led the deployment of the QlikView BI platform in Manulife’s Canadian Operations across all lines of business. The dashboard succinctly illustrated Key Performance Indicators for all levels of senior leadership.• Consulted on the creation of an automated Finance dashboard providing improved financial insight while eliminating approx. 40 hours/month of… Show more Guided management, software developers and data architects in designing and implementing Business Intelligence (BI) solutions. • Led the deployment of the QlikView BI platform in Manulife’s Canadian Operations across all lines of business. The dashboard succinctly illustrated Key Performance Indicators for all levels of senior leadership.• Consulted on the creation of an automated Finance dashboard providing improved financial insight while eliminating approx. 40 hours/month of manual effort. • Provided leadership to software development resources, business analysts and process consultants in the definition and delivery of a ‘Voice of the Customer’ program.• Designed and piloted a Workforce Optimization platform to forecast work volume and required resources.• Identified opportunities amounting to $320,000 savings over 5 years through a continuous improvement program which leveraged voice/text as the data source. Opportunities were related to eliminating ambiguity in customer facing forms. Show less

Managed two teams (15 people) consisting of statisticians, engineers and software developers. The teams provided Business Intelligence to Marketing, Software Engineering, Product Quality, Product Management, Legal, Support Operations and other internal organizations. Managed the Customer Survey team whose goal was to conduct survey programs that collect data on ways to improve/maintain customer experience scores.• Designed, developed and implemented a Business Intelligence strategy to… Show more Managed two teams (15 people) consisting of statisticians, engineers and software developers. The teams provided Business Intelligence to Marketing, Software Engineering, Product Quality, Product Management, Legal, Support Operations and other internal organizations. Managed the Customer Survey team whose goal was to conduct survey programs that collect data on ways to improve/maintain customer experience scores.• Designed, developed and implemented a Business Intelligence strategy to serve multiple organizations enterprise wide. Automated approx. 60% of existing reports, eliminating an estimated 100 hours/month of manual effort.• Managed the creation of an ETL process in SAS to integrate data from multiple sources and to create a centralized data warehouse which acted data repository for the BI strategy.• Led resources to develop and implement Business Intelligence automation using SAS. The solution used data from social media, text analytics and predictive models to identify critical events in the marketplace, and to proactively alert the team when action was required.• Implemented a social media monitoring program to assist in identifying product improvement opportunities. The program gained popularity when a software bug was identified and corrected in 2 days. Estimated cost avoidance was over $2 million.• Supported the Problem Management process with business impact measures and other quantitative analysis. Customer support costs and product returns were meaningfully reduced in large part to emphasis placed on quantitative analysis. • Responsible for interpreting and presenting all business intelligence initiatives to executive stakeholders. Show less

Waterloo, Ontario

Provided technical expertise in delivering our quarterly road map plan• Implemented an automated social media monitoring program that detected and alerted to problem events for products in market.• Assumed the lead role in identifying and evaluating 3 text mining platforms. Decision was made to build a custom solution in house.

Gathered business requirements and performed data analysis for numerous projects. Significant focus was placed on developing a Text Analytics solution to monitor trends in customer behavior which resulted in numerous cost saving opportunities. • Gathered customer generated data and reported on customer behaviour trends that could be leveraged to reduce costs.• Managed the ‘BlackBerry Answers’ program and vendor relationship. BlackBerry Answers is a mobile application that provides… Show more Gathered business requirements and performed data analysis for numerous projects. Significant focus was placed on developing a Text Analytics solution to monitor trends in customer behavior which resulted in numerous cost saving opportunities. • Gathered customer generated data and reported on customer behaviour trends that could be leveraged to reduce costs.• Managed the ‘BlackBerry Answers’ program and vendor relationship. BlackBerry Answers is a mobile application that provides automated answers to technical support questions typed into the smartphone. • Provided analysis and recommendations to User Experience teams for enhancing the BlackBerry Support website. This enabled customers to more easily discover support content online while reducing support costs through call mitigation.• Developed and implemented a Text Analytics engine used to parse BlackBerry Answers Mobile.• Gathered and documented requirements for the Reactive, Proactive and Mobile Chat platforms.• Developed a model and business case for the BlackBerry smartphone self-healing application.• Built relationships, processes and the framework for BlackBerry Support Video production program. Developed strong partnerships with the Media Production and End User Documentation teams. Show less

Master Of Business Administration (Mba) / Certified Public Accountant (Cpa

Bachelor Of Business Administration (Bba)

Mechanical Engineering Techology, Robotics & Automation

Education record