Profile- Kevin William Grant

Skillset

Projects

Portfolio

Coaching

  • Skillset

  • Projects

  • Portfolio

  • Coaching

Skillset

The Academy of Modern Applied Psychology
Certified Counselling Practitioner
The Academy of Modern Applied Psychology
Certified Mindfulness Practitioner
Rhodes Wellness College
Life Skills Counsellor Certificate
Rhodes Wellness College
Life Coach Certificate
Scaled Agile Academy
Scaled Agile Framework (SAFe) Certification
George Brown College
Informatics Post-Graduate Certificate
Toronto Business Development Centre
Entrepreneurship Certificate
York University
Doctor of Philosophy- PhD (Candidate)
York University
Master of Science, MPsych(Clin)
University of Toronto
Bachelor or Science, BSc

Roles

TD Bank

TD Bank

AI and Machine Learning Projects (2016-2018)

  • AI-augmented risk and compliance monitoring: analytics for contact centre voice recordings.
  • AI-augmented orchestration: AI-derived sentiment and intent for precise routing.
  • AI-augmented guided conversations: agent tools for complex conversations.
  • Lab proof of concepts: TD Communitech Lab and TD-Cisco Innovation Lab.

Product Manager- Mobile Team (2013 -2016)

  • Delivered large-scale mobile banking applications for iPhone, iPad, Android.
  • Product Owner for TD IoT customer-facing products— Apple Watch, Android Wear, and Nest.
  • Managed agile teams, roadmaps, milestones, iterations, UX, and app publishing.
Claystone Labs

Claystone Labs

  • Product managed "Claystone", an innovative 3D home screen replacement and media player for Android and iOS mobile platforms from inception to deployment
  • Managed a team of 4 developers and QA team members applying the agile project management methodology.
Microsoft

Microsoft

  • Developed the MSN worldwide product customer communication safety strategy
  • Headed the Product Marketing Management of MSN subscription communication services in Canada including MSN Premium, Hotmail Extra Storage, and Microsoft Office Outlook Live
The Globe and Mail

The Globe and Mail

  • Webmaster for the Globe and Mail's online presence.
  • Worked closely with partners such as the Weather Network, the Canadian Press, and the CBC to integrate news and information feeds into various online properties
Toronto Business Development Centre

Toronto Business Development Centre

  • Entrepreneur building mobile apps and interactive media for the iPhone, iPad, and Android.
Bell Canada

Bell Canada

  • Wrote business requirements, product roadmaps, and business requirements.
  • Responsible for the integration of MSN and Bell Canada’s back end billing systems— enabled the billing for a multi-million dollar Internet subscription service.
Mozilla

Mozilla

  • Installed and configured Netscape email, directory, e-commerce, and calendaring servers as a consultant for large corporate customers

Projects

TD North American Engagement Centre R&D Lab

TD North American Engagement Centre R&D Lab

R&D Innovation Lab Manager (North America)-- manage R&D Innovation Lab Proof of Concepts, maintain the innovation lab pipeline, develop strategy, implement change management, design customer journeys, and lead test and learns. Develop innovative approaches to delivering legendary customer experiences through Artificial Intelligence (AI) and disruptive FinTech innovations.

Enterprise Secure Chat with Advanced Routing

Enterprise Secure Chat with Advanced Routing

Enterprise Secure Chat with Advanced Routing: secure chat within the contact centre and advanced digital conversation routing (Dec 2015 - Feb 2017) [Successful PoC deployed into production.]

AI-Enhanced Guided Conversations

AI-Enhanced Guided Conversations

AI-Enhanced Guided Conversations: AI-augmented agent desktop tools that help guide contact centre specialists through complex sales and advice conversations with contextual information, prompts, and predictive analytics. (April 2016 - July 2018)

AI-Enhance Routing and Orchestration

AI-Enhance Routing and Orchestration

AI-Enhance Routing and Orchestration: applying AI-derived sentiment, emotion detection, and customer intent (March 2017 - July 2018)

AI Risk and Compliance Monitoring

AI Risk and Compliance Monitoring

AI Compliance Monitoring: real-time analysis of voice recordings and live calls using Cognitive AI audio analysis (February 2017 - July 2018)

TD Innovation Centre of Excellence

TD Innovation Centre of Excellence

TD corporate group (U.S. and Canada) that leads the organization and employees through market disruption and best practices in Continuous Innovation Management and agility.

TD North American Contact Centre Roadmap

TD North American Contact Centre Roadmap

Created and managed the TD North American Contact Centre Innovation Roadmap (U.S. and Canada). Developed the continuous innovation delivery strategy to complete effectively, innovate, and deliver a legendary customer experience.

Internet of Things (IoT) Patent

Internet of Things (IoT) Patent

Save money and control budgets using Internet of Things (IoT) devices and data.

TD App for Smartwatch

TD App for Smartwatch

Extended the TD Smartphone experience to Smartwatches.

TD Smartphone App Redesign

TD Smartphone App Redesign

Resdesigned the TD app for iPhone and Android Smartphones.

TD Mobile Projects

TD Mobile Projects

Product managed the delivery of TD's North American mobile banking products and services.

Omni-Channel Mutli-Screen Telecom Platform

Omni-Channel Mutli-Screen Telecom Platform

Product managed a mobile platform to extend video, voice, and messaging across multiple screens.

Android Home Screen Media Player App

Android Home Screen Media Player App

Product managed an innovative Android home screen replacement and media player.

MSN Canada Portal Projects

MSN Canada Portal Projects

Program managed Microsoft / MSN portal websites in Canada.

Microsoft / MSN Cloud Services Projects

Microsoft / MSN Cloud Services Projects

Program managed Microsoft / MSN communication and cloud services in Canada.

Bell Canada Paperless eBill Project

Bell Canada Paperless eBill Project

Bell Canada's first paperless consumer eBilling solution.

Pointcast Push News and Information Project

Pointcast Push News and Information Project

Webmaster for Pointcast Canada’s websites and screen saver news app.

Coaching and Psychotherapy

Psychology and Psychotherapy

  • Completed a Masters Degree in Clinical Psychology with a specialization in cognitive and narrative psychotherapy— trained in both qualitative and qualitative research methods
  • Completing a Ph.D. in Social and Personality Psychology (all but dissertation) with a focus on the application of health informatics to mental health
  • Completed a Post-Graduate Health Informatics Certificate, combining IT and mental health skills in this emerging field that combines information technology & mental health
  • During a one-year internship at the Counseling and Development Centre at York University, I counseled clients and presented workshops in the university student population while under the direct supervision of a team of registered Psychologists
  • Volunteered as a fundraising and client care volunteer assignment at Casey House Hospice in Toronto
  • Project managed and developed a telehealth and community outreach project for West Park Healthcare Centre including streaming video, interactive digital media, mobile web (iPad and iPhone support), content management, and website design

Teaching

  • An adult educator with over six years of experience instructing, coaching, and mentoring students
  • Skilled at applying program development, education, counseling, mentoring, and online education technology skills in education and counseling environments
  • Taught students, prepared lesson plans, graded papers, created exams, and provided personal tutoring for the following courses: Psychology and Creativity. Personality Psychology, the Psychology of Work and Occupations, technology course labs, and Introduction to Counseling Psychology
  • Internet-based learning and education training application development and content creation
  • Developed strong counseling, psychological assessment, teaching, online education, and program development skills during formal education and work assignments

Work Experience

  • Health Informatics Project Manager (Telehealth)— West Park Healthcare Centre, Toronto (2007 - 2009)
  • Fundraising & Client Care Volunteer— Casey House Hospice, Toronto (1996 - 1998)
  • Teaching Assistant— York University, Dept. of Psychology, Toronto (1990 - 1995)
  • Clinical Psychology Intern— York University Counseling & Development Centre (1989-1990)

Product Innovation

Product Management

  • Combined business and technology skills including— product management, mobile app development, Web development, client-server integration, server administration, and project management
  • Product managed mobile app projects for iPhone, iPad, Android, BlackBerry, and the mobile Web
  • Product managed teams applying the Agile, PMI, and IPMP methodologies managing roadmaps, milestones, agile iterations, quality assurance, UI, UX, social media marketing, and app publishing

Milestones

  • Product managed the redesigned TD Smartphone app for iPhone and Android Smartphone
    Product managed the TD Apple Watch wearable app and Android Wear proof of concept
  • Product managed a telecom-grade multi-screen mobile platform spanning iPhone, iPad, Android, mobile Web, and desktop— managed the product roadmap, created the product vision, and wrote technical white papers
  • Product managed profitable Internet communication services while working at Microsoft, MSN, Bell Canada, and The Globe and Mail— consistently delivering innovative products and services customized for the Canadian market
  • Developed the Canadian MSN product safety strategy— results included a 10% increase in customer satisfaction, 2% decrease in churn, and a measurable increase in partner satisfaction
  • Headed the product management of MSN communication and cloud services in Canada including MSN Premium, Hotmail Extra Storage, MSN Explorer, and Microsoft Office Outlook Connector— building a multi-million dollar subscription business that contributed to the signing of a partnership deal with Bell Canada
  • Accomplished a post-graduate computer science informatics certificate, server professional certifications, and PMI project management training
Social Media
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