Ryan Dawe
Calgary,AB
Summary
Highly effective Business Operations Analyst with almost 20 years of experience in the telecommunications industry. Recognized for uniqueness in proactively developing reporting practices that increase efficiency and productivity of team members. Acknowledged for building strong working relationships both internally and externally. Strive in high pressure, time-sensitive and multiple priority businesses that require accuracy and attention to detail.
Overview
17
17
years of professional experience
Work History
Voice Technology Technician
Bell Canada
05.2012 - 04.2024
- Front line responder for external customers including Government of Alberta and National Bank Voice Services.
- Troubleshoot issues, assist, provide guidance and support to resolve reported troubles.
- Bridge captaining conference calls for customer cut overs.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.
- Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
- Actively participated in continuous learning initiatives to stay updated on industry trends and advancements in technology.
- Reliable point of contact for customers experiencing technical difficulties with their products or systems.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
Business Operations Analyst
Bell Canada
11.2010 - 10.2012
- Tracked and managed Billing Disputes discovered through collection activity
- Documented processes and training aids for Eastern Platforms
- ARICS, NIBS NM1 and SAP
- Monthly management reporting on Bell West AR reports, Billing Disputes, Revenue Reversal Reporting and weekly cash reporting
- Monthly reviews with Director to report on risky accounts and aged disputes
- Improved current reports and developed new reports as required by team.
Billing Investigations Analyst
Bell Canada
01.2007 - 01.2010
- Answered customer calls who have issues with service
- Created Service Requests in EOM to track workflow
- Coordinate with other departments to resolve customer disputes
- Created Microsoft Access database to track billing disputes.
- Solutions would involve such things as: Account Reconciliation, Invoice reprint, LD and service re-rates, coordinate disconnections and calculating and applying credits.
- Personally took over numerous billing disputes that had been outstanding for over 3 months; this resulted in substantially increasing customer satisfaction in less than 6 months
Education
Computer Programming - Microsoft Basic And Database Management
Sheridan College
Brampton, ON01.2001
Skills
- Technical Troubleshooting
- Problem-Solving
- Flexible and Adaptable
- Critical Thinking
- Dependable and Responsible
- Proven ability to build strong relationships
- Computer Skills: Programming Languages: Microsoft Basic, Java, Python, HTML and XML
- Billing Systems: Single View, NM1, ARICS, NIBS, Navision, Billplex and SAP
- Superior knowledge of Microsoft Access and Database Management I have created two Databases to track billing disputes and account collections while working at Bell
Timeline
Voice Technology Technician
Bell Canada
05.2012 - 04.2024
Business Operations Analyst
Bell Canada
11.2010 - 10.2012
Billing Investigations Analyst
Bell Canada
01.2007 - 01.2010
Computer Programming - Microsoft Basic And Database Management
Sheridan College
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