KEVIN TUCKER
SENIOR CLIENT SERVICES MANAGER, PRODUCT & DESIGN | UX
& UI STRATEGY | TECHNICAL OPERATIONS
CONTACT ME:
Mobile: 416 - 275 - 3667
Email:-Location: Ajax, ON, L1Z0S6
CAREER SUMMARY:
High performing professional with 10+ years of
progressive experience leading the growth of digital
services and products in both corporate and start-up
environments. Strong command of client service
operations with exposure to information systems,
product development, user centric design, experience
testing, project management, and agile methodologies.
Core expertise lies in building the foundation of product
road-maps, influencing growth through data-driven
leadership, and implementing strategies and programs to
facilitate improved business operations. Ability to
navigate the most complex and ambiguous business
problems by utilizing exceptional business acumen,
analytical capacity, and creative direction.
Successfully led large, small, in-house, and remote cross
functional teams, with the common goal of succeeding
throughout the project and software life cycle. Teams
have developed top of the line process enhancements
and implemented them in a sustainable way. This work
has resulted in cost savings, sales growth, and significant
competitive advantage.
EDUCATION:
University of Toronto
UX/UI Design Bootcamp
Schulich School of Business, York University
Successful Business Negotiating for Managers
Schulich School of Business, York University
Lean Operational Excellence for Service Organizations
CDI College – Scarborough
Programmer Analyst / Internet Solutions Program
CAREER EXPERIENCE:
UX & UI Designer
Freelancer | 2021 - Present
Responsible for UX/UI design, concepting, user testing and research related to a variety
of different projects and industries.
Assess data from multiple sources (UX research, SEO, product requirements, tech
constraints, analytics) and synthesized it to develop efficient user scenarios,
navigation systems, and design patterns.
Analyze test results and make tactical and strategic recommendations to improve
performance via architecture, infrastructure, and design.
Conceptualize and led product incubation driven by enterprise customer needs
and feedback ideas to the company’s product team.
Manage ideation and contribute to experience design, which involves planning
information architecture, helping define business rules, and design interactions.
Senior Client Services Manager
TELUS | 2015 - Present
Spearheading support operations for clients in both Toronto and Newfoundland in their
connected health services.
Provide operational reporting, root cause analysis and on-going communication
with both the client and internal support teams to ensure alignment of processes,
while delivering client service excellence.
Develop, lead and drive excellence in customer service fostering “above and
beyond” mindset to maximize customer loyalty and high satisfaction rate.
Perform due diligence for the development of new business opportunities by
broadening TELUS’s electronic medical records customer base in Ontario and
Atlantic Canada through expanding the health informatics systems.
Serve as primary contact for customers located in Newfoundland who are affiliated
with clinicians, hospitals and shared-health platforms to further advance Canada’s
connected healthcare ecosystem.
Partner with service delivery organization (SDO) to consistently and proactively
provide proof of excellent service to contracted deliverables using IT service
management processes.
Oversee the planning, staffing, execution, and evaluation of high-level
technologically-driven projects, serving as the key decision-maker and
collaborator.
Participate in senior level meetings around the feasibility of potential new business
ventures and strategic planning around the deployment of new technology in
regards to functionality and integration with the ITIL and other technologies.
Drive longitudinal customer lifecycle planning, and work with research to develop
qualitative and quantitative understanding of pain points in the customer life cycle.
KEVIN TUCKER
SENIOR MANAGER | CLIENT SERVICES, PRODUCT & DESIGN |
UX & UI STRATEGY | TECHNICAL OPERATIONS
CAREER EXPERIENCE:
AREAS OF EXPERTISE:
Designing
support
strategies
and
creating
comprehensive solutions to drive business success.
Applying expertise in developing and managing
multi-million dollar IT projects and initiatives for
major corporations in cross-functional sectors.
Defining technical road-maps and architecture to
match corporate strategy and market specificities.
Championing strategic process improvement
including standardization, design, streamlining, and
automation activities to enhance efficiency and
productivity.
Ensuring development teams are practising the core
agile principles of collaboration, prioritization, team
accountability, and visibility.
TECHNICAL SKILLS:
Product Development
UX/UI Design
Technical Team Leadership
IT Management Processes
Concept Development
Product Design
Workflow Optimization
ITIL Implementation
Project Management
Development Lifecycle
Data Analysis
Client Relations
User Centric Design
Agile Methodology
CERTIFICATIONS:
Learning Tree International
Intermediate Certification ITIL v.3 / Service Strategy
Manager, Information Systems
TELUS | 2012 - 2015
Successfully managing a multi-disciplinary team supporting services for over 150
customers and participates in formal governance on key accounts to improve the
inter-connectivity and collaboration for health professionals to facilitate easy access to
patient’s medical records through digital innovation.
Represent major business accounts as an advocate for the client within the TELUS
group of companies and alliances, ensuring integrity of their managed services
while also taking the lead for the maturation of the Change Management process.
Chair regular review meetings with the Client, Directorate and VP to review
ongoing issues or provide updates to operational sustainability.
Develop a system availability and resource usage spreadsheet for use by executive
team to determine cost of an outage.
Minimize regularly occurring incidents from 40 to 10 on a monthly basis by
identifying the root cause and proactively identifying key problems to mitigate risk
Leverage the adoption of "agile" cultural values and processes, instilling a culture of
innovation, empowerment, transparency, collaboration and customer focus.
Senior Manager, Continuous Process Improvement
CIBC | 2011 - 2012
Leading North American financial institution to provide a broad range of integrated
credit and capital markets products, investment, and merchant banking.
Collaborate with senior managers on a major inventory asset management project
to implement a desk service tool and improve service level.
Design processes and workflows to maximize efficiency and drive compliance with
regulatory and audit requirements, performing complex IT operational process
analysis, design, and simulation.
Anticipate and planned for process integration opportunities that supported key IT
operational objectives that included leading and facilitating the continuous
improvements for the IT enterprise and processes for infrastructure environment
based on ITIL service management best practices.
Mature the enterprise management process through building a process around the
ITIL framework demonstrating benefits, securing organizational buy-in for
visibility and proactively managing any problems that may arise.
Learning Tree International
ITIL Foundation v.3 Certification
Team Lead, SIMS Services Practives
EARLY CAREER WORK:
Problem Manager - Rogers Communications
Enterprise Problem Manager - CGI Corporation
University Health Network | 2011 - 2012
Successfully managed vendor relationships between the University Health Operations
Team and third parties, establishing rules surrounding incident management by putting
in place a “war room” to ensure effective management.
