Mitch Beatty Email & Phone Number

Calgary, Alberta, Canada

• Conducted comprehensive market analysis to identify trends, customer needs, and pain points, ensuring alignment with industry standards and competitive solutions.
• Collaborated with cross-functional teams to develop and enhance AI chatbot solutions that streamline user interactions and improve customer support efficiency.
• Created project roadmaps and utilized Agile methodologies to ensure timely delivery and continuous improvement of product offerings.KEY ACHIEVEMENT:
• Successfully launched AI chatbots for a leading UK insurance brokerage and an American non-profit organization, effectively addressing common customer inquiries and improving customer experience.

Calgary, Canada Area

• Oversee the day-to-day product management activities for the Remote Tax Expert, Ask A Tax Expert, and Expert Review products
• Drive the full product development lifecycle within an Agile environment in collaboration with multiple internal teams
• Participate in daily stand ups, sprint planning, bug triaging, and retrospectives to achieve monthly release dates
• Direct a Virtual Office Coordinator in their daily operations and report directly to the Director of Product Delivery
• Leverage user research and testing from the UX team to brainstorm product concepts and influence designs
• Guide content creations for online training programs and help centre articles for end users and employees

Calgary

• Supported the production, management, and optimization of support centre infrastructure and marketing programs
• Contributed to the product management of the national appointment booking platform and mobile applications
• Gathered business requirements and generated documentation for product planning, design, and deployment
• Served as a founding member of the H&R Block Client Experience Council to strengthen customer journeys
• Delivered training programs to educate stakeholders on the features and best practices of the ticketing system
• Cultivated and nurtured relationships with business leaders, field leaders, tax professionals, and franchisees Key Achievements:✔ Played an integral role in the creation and enhancement of the national appointment.

• Led a 12-member support team that provided technical assistance and advice to H&R Block Canada customers
• Accountable for the team hiring, training, scheduling, coaching, quality control, and performance management
• Authored call centre scripts, structured agent training curriculum, and investigated and rectified escalated issues
• Supervised and mentored team members to confirm all performance targets and quality standards were attainedKey Achievements:✔ Orchestrated the transition to the new third-party support center and instituted all formal.

Vancouver

• Recruited to build and roll-out the new E-Commerce Fraud Prevention Program for the Lululemon online store
• Designed all of the policies, procedures, processes, and analytics used to detect risks and fraudulent activities
• Analyzed sales data to uncvoer credit card chargebacks, rejected credit cards, re-sellers, and counterfeit returns
• Monitored fraudulent order patterns and business analytics to continually advance and streamline processesKey Achievement:✔ Lessened rejected orders from 21% to 1.5% while dropping the credit card chargeback rate from.

Calgary

• Responsible for providing an exceptional experience for our Travel Agent partners and the general public in regards to large groups, weddings, conventions, conferences, and vacation packages.
• Personally responsible for maintaining an excellent relationship with many large tour operators who book millions of dollars worth of airfare and travel per year.
• Manage multiple accounts and groups, ensuring accuracy with deposits, final payments, special services, names, overdue accounts, schedule changes and requests.
• Follow-up customer service to existing groups and potential groups.
• Provide advice and guidance to our Travel Agent partners based on my extensive sales experience.

Journalism Diploma

Bachelor'S Degree, Business, Management, Marketing, And Related Support Services