Conceptualized, planned, and launched a coffee shop business, specializing in local ingredients. Designed and executed marketing strategies to attract and retain customers. Recruited and trained a team of employees, fostering a positive work culture and ensuring high-quality service standards. Managed day-to-day operations, including inventory management, vendor relationships, and customer relations. Implemented cost-effective measures to optimize profitability while maintaining product quality and customer satisfaction.

Tasks include guiding strategic direction and ensuring its effective implementation. Ensuring alignment with the organization's mission, vision, values, and legal requirements is paramount. Board members demonstrate unwavering ethical integrity, independence, and strategic focus, committed to supporting organizational evolution through collaboration and teamwork.

Responsible for defining the roadmap / strategy of desktop applications for call centers continuous learning experience, knowledge management, and customer transactions. Drive the identification and prioritization of key features and enhancements through comprehensive contact center analysis and user feedback. Securing roadmap's funding via proof of concept and business case. Ownership of the benefits of desktop applications to support the call center scorecard on call reduction, call treatment and user/ customer satisfaction. Track and present the desktop applications scorecard to leadership team. Lead cross-functional with stakeholders to oversee the implementation of new functionalities in different stages of the product lifecycle in both Waterfall and Agile methodology. Mentor and guide a team of analysts responsible for knowledge management's feedback.

Responsible for teaching business subjects at college level. Design exams methods and content. Handle questions related to topics taught. Subjects taught: marketing, accounting, online business.

Strategy & Planning Rogers Communications
Aug 2018 - Apr 2020 (1 year 9 months) Responsible for project lifecycle including driving the development and implementation of all programs and project for Care ensuring their successful delivery, within schedule, cost and performance criteria. Define project scope and objectives, statements of problem, and manage/control the projects within approved business case. Lead cross-functional with stakeholders to oversee the implementation of projects, and report on progress. Design and support the change management plans for all call centers, and address launch risks via effective communication and training. Closure of project along with post implementation review. Project delivery in both Waterfall and Agile methodologies. Awards:
• 2019 Ted Rogers Business Excellence Digital Bill Redesign
• 2020 Ted Rogers Business Excellence Black Friday War

Oversee the support and strategic roadmap of call center transactional tools, ensuring alignment with business goals and customer needs. Manage the backlog of tool improvements and bug fixes, prioritizing based on impact and urgency. Collaborate with cross-functional teams to represent transactional tools in requirements review and approval processes. Design and implement comprehensive testing plans for the launch of new functionalities, ensuring seamless integration and performance. Drive continuous process improvement by gathering and acting on user feedback, enhancing overall efficiency and user satisfaction.

Responsible for mapping all business processes for both Fido contact centers and Fido customer journeys. Lead and support cross-functional projects with various stakeholders to represent Fido. Initiate process improvement changes to enhance customer experience and service efficiency. Design and execute change management and communication plans to ensure successful project delivery. Develop content for the knowledge management platform to facilitate the adoption of changes by
customer care teams, including status reports, process maps, and training materials. Serve as the primary point of contact for all project-related communications, addressing any questions or concerns from stakeholders promptly.
● Awards:
• 2014 Business Impact Fido Back Office Efficiency
• 2015 Business Impact Surprise and Delight
• 2015 Customer First Reliable Servicing

Responsible for conducting evaluations of customer service representatives' calls and reporting on trending issues that may deflect from call quality standards. Coach agents on their soft skills related to negotiation, escalations, sales, etc.

Responsible for problem-solving of incoming calls and escalations from customers and retail points of sale. Handle several levels of complaints before Office of President escalations. Manage call center service level to handle escalations and retail points of sale call.

Answer incoming calls