Desmond Biss
Service Manager Rogers Business Customer Service Operations @Rogers Communications
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WORK HISTORY
Service Manager Rogers Business Customer Service Operations @Rogers Communications
Calgary, AB, CA
Continuation from prior Customer Success Manager | Shaw Business role, upon Rogers\' acquisition of Shaw Communications.* Support Rogers’ key Enterprise customers as a trusted advocate responsible for building high value relationships focused on customer retention and loyalty while ensuring the overall success of Rogers’ largest Enterprise clients. Confidently manage unique and often complex service requests with significant revenue impacts. Effectively communicate with executive-level contacts, and represent / promote Rogers’ best interests and brand image. Committed to delivering world-class service experiences across all of Rogers products and services.• Act as the customer’s advocate for all post-sales life cycle activities, including delivery and assurance across all Rogers Enterprise Business products. • Drive customer success outcomes: increase renewal rates and reduce churn, influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores.• Focus on continuous improvement to services and processes for assigned customer base including influencing customer projects that improve internal efficiencies.• Own the planning and execution of proactive face-to-face customer meetings to review goals, priorities and needs related to existing account base.• Accountable to build and maintain collaborative relationships with internal key stakeholders including Sales & Operations to achieve customer outcomes.• Ensure that customer impact and temperature is understood during large events providing visibility to internal stakeholders.• Actively participate in RFP discussions, including customized service support strategies for key customers.• Identify and drive self-serve opportunities through adoption strategies with Rogers systems and tools in order to improve operational cost, efficiency and customer satisfaction.
EDUCATION
Landmark
Forum, Advanced Course and Self-Expression & Leadership Program
University of Saskatchewan
Bachelor of Commerce, Marketing
SKILLS
ABOUT DESMOND BISS
Accomplished business professional with over 20+ years of extensive experience spanning the Telecommunications, Financial Services, Oil and Gas Pipelines and Marketing Communications industries. Career success achieved through an applied use of continuous improvement, process management, change management and effective communications. Proven track record in leveraging these disciplines to drive customer experience. Known as a versatile and easygoing person, with a collaborative and innovative approach dedicated to end results.A passion for growth, inspiring change in others, collaborating to envision opportunities and learning through experimentation is what makes work fulfilling to me. Discovering what people value and engaging their hearts and minds is a priority, as it helps bring out the most creative solutions. With constant change evident in all industries, I always find ways to leverage my strengths and devise new strategies to meet evolving business needs.Career Highlights:• 10 years in the Telecom industry as both an individual contributor and people leader, serving as a trusted advisor for process, technology, communication and strategy improvements focused on customer experience and business excellence.• 3 years within Financial Services, with a focus on elevating continuous improvement practices through applied use of business process management and change management principles.• 3 years Oil and Gas Pipelines experience as a specialist in business process capture, continuous improvement, stakeholder engagement and change management.• 5 years Marketing Communications experience involving campaign planning, promotional material development, direct collaboration with agency partners, and media planning/buying.• Certified in Business Process Management with experience in formal as well as informal business process capacities. Successful in current state process capture and continuous improvement. Proven track record in process documentation and in enrolling stakeholders to further process performance, grow efficiency and provide improved stakeholder experience.• Certified in Prosci Change Management methodologies and tools. Experienced in determining stakeholder impacts, analyzing risks and assessing training needs; as well as the sponsorship, communications, and stakeholder relations needed to prepare, manage and reinforce change.• Strong collaborative leadership style with demonstrated ability to build relationships across diverse stakeholder groups and teams.
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