Functional Skills
Learning & Development
Communications
Customer Service
Performance Management
Customer Experience
Strategic Planning
Employee Engagement
Leadership Development
Employee Retention
Program Management
Organizational Culture
Software Skills
Microsoft Word
Microsoft Excel
Microsoft OneDrive
Microsoft Visio
Microsoft PowerPoint
SAP SuccessFactors
GoDaddy
Google Docs
Internet Explorer
iOS
iPhone
Kronos Workforce Ready
Sharepoint
SurveyMonkey
Certifications
PCCPProsci Certified Change Practitioner
Sector Experience
Business Services
Telecom
Languages
English
French
Experience
Rogers Communications
Human Resources
Director, Change, Learning & Enablement
9/2021 - 3/2023
Led a team of 40 individuals, including 7 direct reports, in driving employee and customer experience improvements in the Rogers B2B operations department of 1,100 employees. Mandate included employee and customer communications, learning and development, knowledge management, leadership development, employee engagement, integrated planning, and strategic customer experience initiatives.
Rogers Communications
Operations
Sr. Manager, Performance Enablement
7/2018 - 9/2021
Led a team of 11 individuals in driving improvements to the employee and customer experience for the Rogers B2B operations department of 1,100 employees. Mandate included training, leadership development, the customer experience in-house certification program and employee engagement.
TELUS Communications Company
Other
Sr. Program Manager
4/2017 - 6/2018
• Led the co-creation and implementation of a strategic plan for resourcing and processes that remains in place today. This plan transformed the revenue assurance practice to eliminate duplicate work, reduce the number of revenue leakage issues, and improve revenue recovery velocity. It resulted in $7M of annualized revenue recovery.
TELUS Communications Company
Human Resources
Sr. Program Manager, Total Rewards
10/2014 - 4/2017
• Orchestrated initiatives to refine and enhance the balanced scorecard and performance bonus program. Collaborated with senior leaders across the business to implement balanced scorecard best practice, establishing simplified scorecards and CEO objectives with 50% fewer metrics that effectively communicated company priorities and progress.
• Prepared board documents and quarterly review of targets, results and mitigation plans alongside the CHRO and CFO while working cross-functionally to implement CHRO and CFO feedback. Recognized multiple times for the significant improvements to the overall processes and for how well I prepared my successor to continue with this function.
• Built, presented and received executive approval on the business case to migrate TELUS' internal employee recognition platform to a SaaS-based employee recognition platform, which increased informal recognition by 30%.
• Prepared board documents and quarterly review of targets, results and mitigation plans alongside the CHRO and CFO while working cross-functionally to implement CHRO and CFO feedback. Recognized multiple times for the significant improvements to the overall processes and for how well I prepared my successor to continue with this function.
• Built, presented and received executive approval on the business case to migrate TELUS' internal employee recognition platform to a SaaS-based employee recognition platform, which increased informal recognition by 30%.
TELUS Communications Company
Human Resources
Program Manager, Employee Recognition
9/2010 - 10/2014
• Selected by leadership to build a high profile, enterprise-wide employee recognition program to incentivize performance for customer-facing employees, which led to significant improvements in customer service quality and employee engagement.
• Planned and organized annual galas to showcase 200 top performers, hosting events that were attended by 500 leaders and employees. Consistently received 99% positive feedback. Recognized by the CEO with a Passion for Growth award.
• Planned and organized annual galas to showcase 200 top performers, hosting events that were attended by 500 leaders and employees. Consistently received 99% positive feedback. Recognized by the CEO with a Passion for Growth award.