Manager Customer

Dale-Paul Jordan

**** * **** **** *******, Ontario M4W 3S5

416-***-**** **************@*****.***

Objective

To secure a management position that will fully utilize Business Solutions

Technology (Software)/Consulting, Strategic Thinking & Client-Relationship

experience, and will accommodate purpose driven Leadership

Profile

. Strong business software expertise, internal/external consulting

excellence, underpinned by solid business, research, analytical &

forecasting competencies allowing for strategic planning within the

framework of organizational parameters & regulatory environments

. Proven organizational expertise to balance detail orientation and big

picture thinking with internal/external client requirements

. Forward thinking, identifies client requirements and builds bridges

between known and unknown variables, bringing workable structure to

evolving operational environments

. Proactive decision-making reflects management initiative, creativity and

accountability to corporate goals

. Relationship building excellence, reflects a collaborative, engaged &

energetic approach to the full stakeholder spectrum

. Exemplary interpersonal skills, demonstrated by key presentation for

cross functional teams

. Six Sigma, Pragmatic Marketing and Web Age Solutions certified for Use

Case Development

. Languages: English and intermediate Spanish.

. Computer/ IT Proficiency:

- MS Office (Excel, PowerPoint, MS Word, Access, VB, Outlook,

Project)

- Exchange BRD applications, RX Dynamics, Imam, SAS, SAS Manager,

SAP, mysql, yogi, putty, jboss

- Pharma Stat, Healthcare Database management/queries,

- ACCPAC, Simply Accounting, Quick Books, Wizard, GAAP, PeopleSoft,

Lotus

Work Experience

Global Product Manager Nov 2013 - March

2015

Experian Decision Analytics, Toronto, Ontario

. Creation of global business development plan, product line strategies and

roadmaps for all global impacted regions

. Manage and direct all product enhancement requests in terms of potential

revenue, portability and business justification for production launch in

global regions

. Developing methodologies for decision making around investing in new

products that are collaborative in nature and addresses financial

targets. Manage and capture post mortem analysis and ROIs

. Flawless execution in managing product development marketing activities

for assigned products and regions, including new idea review and

recommendations, concept and design development, technique development

and marketing introduction.

. Relentless commitment for developing and executing professional marketing

strategies, key messages, sales force material, field programs, which is

supported by demonstrating outstanding design and analysis of market

research, testing and product launch acceptance.

. Orchestrated competitive analysis with respect to win/lose analysis for

product positioning within global regions.

. Managed and led the development and productivity within an Agile/Scrum

Team.

Dale-Paul Jordan 2

Manager of Client Services April 2009 - Nov

2013

Decisioning Solutions, Toronto, Ontario

. Considered the product management lead for all new enhancements within

each product portfolio.

. Managed the implementation of projects and customers closed by the

Account Management team, prioritizing effort based on maximizing total

impact on team productivity and profit, and customer satisfaction, or as

directed by the Director of Operations

. Investigated best practices and processes; made recommendations to

align with internal and external factors influencing organizational

needs.

. Analyze the support processes and systems, identify the gaps and

bottlenecks, make proposals for improvement, and manage the

implementation.

. Analyze technical support workflow, identify the productivity

potentials, design solution strategies, work out project plan and

manage the implementation process.

. Continually gauges customer satisfaction among key customer project

stakeholders. Develops success metrics, including ROI, adoption, and

business-process impacts, and presents these to customer project

stakeholders in a compelling fashion.

. Manage customer support responses and ensure the quality and adherence to

SLA. Monitor and generate performance metrics reports internally to

identify potential areas of improvement

. Mentored and trained Senior and Intermediate Business Analyst.

. Derived and implemented Release Management Activities in all production

environments. Lead and monitored each department to ensure Go live date

was met.

Senior Business Analyst /Tel Com Specialist May 2007 -

April 2009

Decisioning Solutions, Toronto, Ontario

. Architected and designed front end credit application strategies for

telecom industry leaders

. Established solid rapport with customers and able to provide a high level

of support with attention to problem description, detail and impact.

. Created and implemented front end reporting packages, which included

forecasting, product lifeline, financial analysis, and manual review

intervention.

. Derived Credit Application Requirements documents, in which provides

empirical evidence of all revisions, implementations or enhancements

deployed into the production environments

. Created Project Plans and worked within a cross functional teams in order

to achieve desired goals and objectives.

. Managed and derived derivative models for raw accumulations of attributes

pertaining to the credit application process.

. Implementations specialist: completing CR's or developing requirements

which vary to establishing use case models, UAT testing, to production

releases.

Director of Operations April 2007 -

Sept 2007

Holiday Inn Express, Siloam Springs, Arkansas

. Directed, supervised & monitored employee performance to ensure

deliverables and compliance with company rules/procedures. Responsible

for all aspects of advertising includes promotions, in house specials &

target marketing

. Managed hotel budget/financial plans relevant to audits, market segments,

hotel maintenance, internal and external revenue and cost

. Oversaw HR procedures: work schedules, payroll, accounting, direct

billing, W5's, dealing with customer complaints and comments,

troubleshooting, contractors and suppliers and ensuring compliance with

licensing laws, health and safety and other safety regulations

. Completed fiscal reports, cost revenue analysis, market segmentation

reports, in-house accounting and portfolio maintenance

Dale-Paul Jordan 3

Price Regulatory Analyst Jan 2004 - Feb

2007

Brogan Inc - Ottawa, Ontario

. Completed analysis for Pharmaceutical companies with respect to price

increase CPI adjustments, data filing, market research analysis, price

control analysis, clinical research analysis, therapeutic class

comparisons, and reasonable relationship tests

. Price research pertaining to International Price Comparisons,

International Maximum, Average Transaction Price and International Median

. Projected forecast for patented drugs with respect to price increase

. Handling Pharmaceutical Companies portfolios and balancing their budget

-responsible for all accounting and payroll-related transactions

services.

. Clinical and pharmacology research with respect to future and present

patented medicines

. Drafted budget impact analysis pertaining to certain classes of drugs and

their effect on the local and provincial markets, economies and

formularies

. Database administrator - created and utilized database's pertaining to

Drug Review Status, Listing Status, HR development and Potential

candidates screening

. Created Brogan Inc. Candidate Screening Process for new employment,

drafting and creating of business proposals and contracts

. Worked on various court cases pertaining to the Pharmaceutical Industry.

Assisted with law firms on drafting VCU's, affidavits, providing

clinical, analytical and statistical reports

. Created and implemented comprehensive needs assessment mechanism to help

forecast demand for services and staffing

. Liaison with Senior Government Officials pertaining to the price affect

of patented medicines to the Canadian Healthcare system

Additional Relevant Positions:

Corporate Strategist Sept 2007 -April

2008

LComm Global Solutions, Mississauga, Ontario

. Research and derive industry standards pertaining to beneficial

investment opportunities

. Created LComm Global database network - creating and implementing payment

procedures, analytical review and research, and forecasting budgetary

planning.

. Established customer life cycles, developed analysis campaigns and

portfolios

Communication Officer Oct 2003 - Dec

2003

Assistant to Compliance Officers June 2003 -

Aug 2003

Statistical Research Analyst May 2002 -

June 2003

Patented Medicine Price Review Board - Ottawa, Ontario

Education

1998 - 2003 Social Science, Economics

University of Ottawa, Ontario

Majors completed in Micro & Macro Economics Theory, Mathematical

Economics &

Business Law

1994 - 1998 Saint Andrew's College, Aurora, Ontario

Awards and Honours

. Heart of Experian Global Ambassador

. Received global recognition for Heart of Experian initiative started in

Toronto office

. Received Volunteer Excellence Award from the United Way for Rat Race 2014

. Represented Canada in Nepal - Sir Edmund Hillary Foundation

. National Life Saving Certificate, Aquatic Rescue: Bronze Medallion

. School Athletic Association championship, varsity basketball scholarship

. Received philanthropy award by Sigma Alpha Mu Fraternity for charitable

work in recognition for service provided to Heart & Stroke Foundation and

the Hurricane Relief Foundation of the Bahamas

Interests

Sports, Charitable/Philanthropic activities

Contact this candidate