David Milne

Director Operations @ARO Inc

CanadaEmail Marketing ManagerBusiness Development Manager🔥 Startup Founder💸 MarketingChanel ManagerCRM manager💼 C-level Executive👍 Sales & BizDev🧨 ConsultingCustomer Success ManagerSMM ManagerCustomer ResearcherEngagement Manager

Accomplished Customer Experience leader with 15 years experience, dynamic results oriented leader with extensive experience in developing targeted customer experience programs designed to retain customers and increase revenues through multiple contact strategies. Customer operations experience with coaching teams, virtual leadership, workforce planning, budgeting and e-commerce. Experienced leader with extensive experience building, maintaining, and running successful centres of excellence for B2C and B2B.

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Work Background

ARO Inc.Director Data Analytics and Sciences

Jul. 2022 - Dec. 2023None · Hybrid• Strategic and Operation planning of comprehensive campaigns, leveraging AI and utilizing data analysis to build comprehensive omni-channel communications for customers and overall servicing through SMS, Email and IVR. • Utilized AI to enhance the analysis of customer data for personalized marketing campaigns. • Reduced direct mail costs by 40%, streamlined letter and SMS processes and increased automation. • Responsible for data quality and adherence to provincial and federal, Canadian and USA regulations. • Client Management, SOW, KPI monthly reporting, monthly and annual client audits. • Experienced in providing end to end services for Financial Services, Cable providers and Retail Financing. • Successfully designed and implemented a business strategy for a clients an exit strategy from the Canadian market. • Leveraged a developmental approach to managing a team of 6, collaboratively identifying top priorities and implementing processes and growth opportunities for the team to excel. • Managed day to day customer communications, messaging and compliancy with Provincial & USA regulators. • Coordinated day to day operations, including 30% increase in efficiency in the dialler, supported by SMS and other data solutions such as QR codes, Short Codes and hyperlinks for payments through SMS • Responsible for Vendor management, including operational systems, budget and planning. • Lead a cross functional team for the vendor migrations and documented the process flow and overall process design for the call centre systems, SMS, payment and printing projects. • Successfully migrated from an in house solution to a cloud based dialler system. • Allowing agents improved access and increased functionality, increased capacity. • Managed the quality assurance program, clients reviews, coordinated coaching and any changes. • Worked closely with finance teams to complete annual audit of internal controls, SOCI and SOC II compliancy.

ARO Inc.Director of Operations

Aug. 2021 - Jul. 2022• Oversee the day to day operations to meet and surpass our client audit and work plan requirements. • Participated in monthly reviews with External Clients, Branch Managers and CEO • Contributed to the company advancement with innovative initiatives that reduce cost, increase productivity and profitability through various avenues. • Development of comprehensive Collection Contact & segmentation Strategy with robust test and control framework. Foster and promote a change management process during champion & challenger validations • Replicate and validate all client work plan expectations (MSAs, Memos and communications) to form baseline performance requirements including work force allocations per client. • Ensure operational compliance with all legislations and governing laws, including client contracts & agreements.

Sabbatical / Personal StudyCARE-GIVER SABBATICAL

Dec. 2018 - Aug. 2021Montreal, Quebec, CanadaAssumed the care for a parent prior to passing, appointed Trustee of estate complicated by managing assets in Canada and US. Accepted a chance to personally reflect and refresh before enrolling in the Said Business University of Oxford, Cyber Security for business leaders and beginning my path to be a CCP.

Fairstone (previously CitiFinancial)Senior Manager Operations

Apr. 2017 - Dec. 2018Montreal, Quebec, CanadaLeadership Scope: 3 direct + 95 indirect reports ▪ Managed costs for vendors and foreclosures including legal and Real Estate fees • Worked with external legal and real estate teams to reduce accounts in foreclosure or being held in REO. • Evaluated multiple foreclosures, ensured timely actions to minimize delay and maximize legal impact, worked alongside numerous stakeholders to assure properties nationally were prepared for sale. • Successfully decreased number of days in foreclosure by 10% while increasing revenues from sales. • Offered a compelling business case to review the benefits vs pitfalls of outsourcing collections versus internal. • Partnered with an external vendor to develop a pilot to compare collection results in a controlled group while ensuring both internal and external teams utilized similar tools. • Conducted a deep-dive review of costs and other factors which detected a lower performance in external collections, resulting in savings from IT and internal employee costs to generate a positive ROI in 3 years. • Project managed a business crucial initiative to relocate hundreds of boxes containing confidential legal and foreclosure documentation from the Mississauga office to new secured storage in Montreal. • Devised the optimal process to keep documents secure and expedite transition, collaborated with two vendors to devise a controlled method to scan the documentation into a predefined format to meet the Canadian provincial government foreclosure legal documentation guidelines. • Successfully concluded the project without loss of confidentiality to enable all files to be easily accessible. • Pinpointed areas for process changes as provincial legislation on collections and foreclosures changed. • Ensured full compliance with multiple legislation, adapting cases according to constant rule changes.

CitiSenior Manager Risk Management

Mar. 2014 - Apr. 2017London, Canada AreaLeadership Scope: 3 direct + 3 indirect reports ▪ • Evaluated options in preparation to migrate existing processes handled by the U.S Citi teams to the Canadian team after the acquisition by Fairstone. • Managed team responsible for credit overrides for mortgages and personal loans • Planned and deployed a major legal process rebuild to remove local branch ability to initiate legal action, centralizing the administration team to reduce legal exposure and negative brand impact. • Rapidly decreased costs, removing legal demand letters that were unnecessary. • Realigned the Call Centre inbound/outbound queues to support call volume. • Challenged by reducing FTE requirements and increasing overall capacity. • Managed the overall Loan Loss Reserves • Collaborated on WFM, FTE requirements, call centre queue management and overall call flows. • Developed incentive programs, SLAs and overall KPIs for the teams. • Senior Risk Officer accountable for audit controls of the various operation centres in addition to providing overall project reviews for compliance to Risk controls. • Interacts with and presents recommendations to all levels of management including Senior Management team, Global Risk Product Oversight, Field Operations Management. Demonstrates technical expertise, strong understanding of products, tools and associated risks and Operational Risk Management.

Sun MediaSenior Marketing Director, Audience Insight & Engagement

Jun. 2012 - Dec. 2013Toronto, Canada AreaLeadership Scope: 2 indirect reports • Increased readership at 100+ community newspapers in Ontario and Western Canada, leveraging existing assets. • Utilized permission-based marketing communications to send pre-printed news stories to the readership after receiving 100K emails from online contests while remaining compliant with the Canadian Anti-Spam Legislation (CASL). • Rapidly increased readership from email hyperlinks while establishing a new revenue stream to sell advertisements in emails. • Developed a central database to meet the new Canadian Anti Spam Legislation requirements.

BellDirector - Credit and Fraud Prevention

Jan. 2011 - May. 2012Toronto, Ontario, CanadaOversee the daily operations and risk management of Bell’s 3M Residential and Wireless credit applications. • Developed sophisticated credit risk models for Bell Mobility, Virgin Mobile and Bell Residential Services. • Created an in-house fraud mitigation program focused on retail and commercial accounts. • Developed and managed a team of fraud experts to create proactive fraud mitigation initiatives. • Created, in conjunction with a major credit bureau, a telecom fraud consortium with the other leading Telecommunication/Cable providers in Canada.

BellDirector - Credit Operations

Jan. 2008 - Jan. 2011Toronto, Ontario, CanadaResponsible for overall Credit and Collection programs to manage Bell Mobility’s bad debt and DSO for consumer and commercial accounts. • Developed multi functional credit approval system for all segments and channels with a third party. • Successfully managed all aspects of bad debt and involuntary churn forecasting. • Integrated Virgin Mobile Canada and Bell Aliant into the Bell Mobility systems. • Managed a team of over 300 collection representatives and 3 vendors. • Implemented SOX controls for Adjustments and Collections.

BellDirector-Loyalty & Retention, Database Management & Credit

Dec. 2004 - Jan. 2008Mississauga, Ontario, Canada• Rapidly reacted to a major problem with cellphone batteries deemed at risk of fire or explosion. • Created and trained a cross-functional team to contact all affected customers. • Played the pivotal leadership role in the launch of the Bell Mobility magazine with an emphasis on highlighting new wireless technology in a friendly customer-focused communication strategy. • Generated significant ROI, enticing customers to upgrade to data devices elevating customer satisfaction. • Invited as a guest speaker on customer loyalty and retention for the LoJack conference in Rome, Italy. • Managed overall customer research programs to improve customer retention and revenue stimulation. • Developed Customer retention programs, call flows and KPIs, including revenue stimulation • Created all customer communications, welcome program, renewals and cross sell for consumer, small business and enterprise accounts. • Drafted and deployed various tools and tip sheets for Care teams during billing system migration. • Managed Credit approvals for Consumer and Commercial accounts

BellSenior Associate Director - Loyalty & Retention

Feb. 1996 - Dec. 2004Responsible for overall Consumer Program Management to reduce churn for Post-paid and Prepaid Clients and paging clients. • Developed and coordinated retention programs with Customer Service and IT. • Implemented customer research to identify trends in churns and programs to resolve • Managed the National wholesale/resale program. • Managed credit risk of new clients. • Oversaw the design and inventory of prepaid cards for wireless services • Designed and launched customer communication software with a third party