Philippe Samson

Solution Architect in IoT Building a decentralised mesh solution for commundation targeting ecological project.

Project to operationalize report and access to data from head offices to local ''caisses''

Production of campaign list for Fido, Rogers and Chat-r marketing campaign and reporting for those campaigns. Manage return file from Rogers vendor also handling DNC request from customers on Rogers. Maintain Event Based Marketing software written in SAS code. System handles end to end campaign from creating list to providing reports. Developing solution to provide dashboard reporting for Marketing and campaign owners. To provide them with self serve reporting for deep dive analysis and visual support. (with vendor Microstrategy) Maintenance of the Rogers Prepaid campaign environment. Creation of multiple macros to align Rogers and Fido prepaid campaign rules and support campaign management.

Over watch call operations performance and other type of contact center (IVR, web self serve, out bound campaign…). Provided insight to the high level decision making process by providing key information obtained trough the various data warehouse, calculate all business impact of any type of change pre and post implementation Create presentation and prepare the weekly/monthly/quarterly review report with dashboard and comments for high level management. Forecast of various KPI for the call center, prime on customer retention KPI. Data and system analysis. Create various tool for data analysis.

Started the enterprise marketing strategy for business customer on all segment (Public, large,medium,small), for all enterprise lines of business (wireline, wireless, cables, data center) Built marketing campaign system, data warehouse and reporting solution. Production of campaign list for Rogers business customer marketing campaign and reporting for those campaigns. Manage return file from Rogers vendor also handling "do not sollicit" request from customers on Rogers. Maintain Event Based Marketing software written in SAS code. System handles end to end campaign from creating list to providing reports. Developing solution to provide dashboard reporting for Marketing and campaign owners. To provide them with self serve reporting for deep dive analysis and visual support. (with vendor Tableau) Maintenance of the Rogers Prepaid campaign environment. Creation of multiple macros to align Rogers campaign rules and support campaign management.

Process and system design for Rogers CRM application. Developed a website hosting all process for the CRM applications, hosting above 200 process map and narrative. Provide feedback on project and solution during the development phase. Support various group of the enterprise during their project development, implementation and post implementation when related with the CRM application. Responsible for 2 employee handling change request, process documents and procedures for the CRM application.

MONTRÉAL Process mapping and review of process documentation Provide ideas, solution or work around to issues or design gap. Creation and review of project and support document, procedures and FAQ. Implementation of project, prime point of contact for the war room a part of the war room. Worked with the Continuous Improvement team on few initiatives to revamp existing process in the attempt to reduce the call volume related to these issue: lost and stolen phone (customer report a lost phone, new acquisition and hardware recovered) and refer a friend program.