Daniel Heeb, Lssbb Pmp Csm
About Daniel Heeb, Lssbb Pmp Csm
Daniel Heeb is a Team Manager in Product Management at TELUS, based in Vancouver, Canada, known for leading initiatives that resulted in significant cost savings and operational improvements.
Current Role at TELUS
Daniel Heeb is currently working as the Team Manager for Product Management at TELUS, based in Vancouver, Canada. In this role, he oversees the strategic direction and execution of product management initiatives, focusing on improving operational efficiency and customer satisfaction.
Major Cost Savings and Efficiency Improvements
Daniel led a cross-functional program that resulted in over $900K in annual cost savings and significantly reduced customer effort hours by 31,000 at TELUS. This was achieved through improved first-time resolution, highlighting his ability to drive substantial operational improvements.
Call Centre Assistance Technology
Daniel successfully developed and deployed call centre assistance technology to a 1500-agent multinational call centre. Utilizing Kotter change management principles, he led this initiative which streamlined call centre operations and enhanced agent performance.
Agile Software Development for Quality Assurance
Daniel led an agile software team that built a tool to increase identified issues from 4.2% to 8.7% and reduced repeat rate by 8% for in-field quality assurance. This project underlines his effective leadership in software development and quality control.
Data-Driven Customer Satisfaction Insights
Collaborating with a team of data scientists, Daniel worked on blending data from customer surveys, network telemetry, and operational data to predict and influence customer satisfaction and churn. This initiative demonstrates his proficiency in leveraging data analytics for strategic decision-making.
Reduction in Internet and TV Repair Costs
From 2017 to 2019, Daniel identified and resolved a 50% increase in dispatches and trouble calls for internet customers, which reduced repair costs on TV by 24%. He also created a process to mitigate the risk of recurrence, showcasing his problem-solving skills and cost-management acumen.
People Performance Development
Daniel deployed a new coaching and enablement-focused people performance development and management framework to a 150-person VP-organization. This illustrates his dedication to improving workforce performance and fostering a culture of continuous development.