Responsible for change management planning, adoption and reporting to bring new services, systems, and processes to market.
• Developed strategic change management plans encompassing the approach, adoption, and sustainability of change and growth.
• Collaborated closely with project teams, by sharing KPIs, scope, timing, identifying resources, and making adjustments as necessary.
• Provided leadership to teammates regarding campaign concerns, issues, and roadblocks, actively identifying potential opportunities and effective solutions.
• Created communications and training materials, emphasizing key benefits using clear language across written materials, videos, social media, and internal communication channels.
• Implemented a post-project strategy to ensure adoption and completion of KPIs after each campaign.

Led the change management planning, implementation, training and support of the TELUS Bill Analyzer Premium product launch for over 200k Business customers.
• Developed and managed all communications for Bill Analyzer Premium for Business customers.
• Trained and supported over 1200 team members on the service and how to
provide it to customers.
• Implemented a comprehensive change management plan covering aspects, from software releases to strategic road-map planning to communications.
• Demonstrated a thorough understanding of billing systems and the IT development process for technical upgrades.

Provided daily support and coaching to agents managing customer service calls, sales, and technical help.
• Fostered team member development and performance through clear expectations and consistent coaching.
• Increased employee engagement from 36% to 90% within a year by implementing a plan focused on empowering and enabling team members within their roles and responsibilities.
• Spearheaded a program to streamline order processing, resulting in a 50% reduction in help desk wait times.

Developed marketing plans using customer insights, data analysis, strategic planning, and creativity, resulting in consistently effective campaigns for Optik® TV and Internet.
• Responsible for team collaboration, budget management, schedule management, and project communication for mass media advertising campaigns, while maintaining the highest of brand standards.
• Developed mass advertising campaigns in collaboration with multiple agencies and stakeholders, ensuring that goals remained clear and were achieved among competing priorities.
• Crafted diverse communications with key proof points for various mediums such as direct marketing, online, TV, Billboards, traditional newspaper, and social media.

Coordinated end-to-end direct mail and email campaigns for multiple resorts, including Whistler Blackcomb, managing creative, production, copywriting, data, and budgets.
• Contributed to revenue growth of ski pass sales and hotel bookings through effective direct marketing campaigns.
• Supported customer retention and acquisition efforts through targeted data list selection, testing, and results measurement.
• Monitored campaign performance against budgets, processing invoices, and expense reports.