Edmonton, Alberta, Canada
I am an entrepreneurial, innovative leader with significant practical experience complemented by my Bachelor of Commerce degree and Six Sigma Training. I thrive in dynamic, fast paced environments and excel working with people. I have a proven track record of leading and managing change which result in real bottom line improvements. •Marketing •Analysis •Leadership •Planning •Communication •Process Change Management
Co founded Deploya Global Connections to bring buyers and sellers across the world and industries together. The Pandemic has created challenges to the supply chain like never before, Deploya's mix of professionals enables us to help you find what you need. Reach out to see what we can help you to achieve!
Founded and manage consulting business with clients from across North America, focused on the deregulated energy industry. Provided consulting services such as; o Retail energy senior management services (functioned as Chief Marketing Officer at ESCO for 3.5 years) o Acquired and merged a second ESCO to parent; eventually sold off entity at significant profit o Direct sales team acquisition, management and leadership (D2D, Telemarketing, Broker) o Developed and managed all online marketing o Currently developing Community Solar programs in CT, PA, NJ, MT and looking for partners! o Broker for various sales channels, D2D, OBTM and incentive programs, call me for anything you need!
Managed team of 3 Analysts, focusing on Cost to Acquire, Quality and Reporting (performance management) -Developed new scorecards to compare and contrast vendor performance -Revised KPIs to help change the culture of the sales teams; added dimensions beyond simply gross sales performance including complaint ratios, NPS, and quality scoring -Developed new processes for consistent use along with associated documentation Developed automated and standardized sales reporting across North America; managers no longer needed to run their own reports which both saved time and reduced errors Managed quarterly budget review process on behalf of greater sales team; including sales forecast revisions and OPEX variances Executed key investigations and Compliance responses for all major escalations regarding sales activity
Managed team of 8 Sales Quality Specialists performing quality audits across Canada and the United States including ON, AB, MI, NY, OH, CT, PA, MD, TX, BC, MB; focus of audits to find any opportunities for improvement of sales force and to prevent customer complaints Reduced complaints from regulatory bodies year over year; significant reduction across Canada and Texas Transformed role of Sales Quality from transactional oriented to customer and bottom line result focused; to improve sales agent performance as opposed to being the “sales police” Project manager for Service Alberta Action Plan; Successful implementation and follow through on quarterly reports to the commission Removed significant threat to overall Direct Energy business through year-long effort to collect proof as to systemic abuses of corporate policies and corruption
Managed budget of $19 million for Customer Care for 2007, reducing budget by 11% over 2006 while maintaining all critical KPIs (Service Level, Abandon rate, Call Quality and Average Handle Time) Reduced Calls per Customer to 1.034 from 1.221 (over 15%) for customer base of 1.044 million customers; lead to significant cost savings Managed invoice assignment of all operational business units, monthly accruals, and budget development; responsible for reporting of variances to executive level Planned and executed from business case to implementation projects including Credit Card Payment, Homebuilders Program, Open Flex Winter Lock In, IVR Phase 2 implementation and Affinity Group Services
Determined and allocated manpower on a daily basis, including overtime, reduced time, time off, and schedule development Managed over 100 personnel in both Ramp and Customer Service operations; communicated through various methods including 2 way radio (including to aircraft), telephone, TTY, and email Created new information system, “STOC DB”, to assist in employee and overall performance evaluation. This database was replicated and leveraged in Vancouver and Calgary -Relational database that replaced manual completion of MS Word reports -Automatic queries built to generate standardized reports -Scalable; full year of data was less than 2 MB
Determined/Allocated resource levels on semi annual basis for Customer Service personnel at all Canadian bases. -Created business case for implementation of Airport Kiosks based on labor savings -Reduced budget spend by 12% through optimization and reduction of shift type usage -Assisted local management teams in presentation to union groups and negotiations with counter bids from unions to meet CBA requirements Managed workforce mitigation programs including Work Share, Job Share, Leave of Absence, and Early Retirement. -Reduced manpower costs by 15%; primarily through Work share program Represented Air Canada at a headquarters and local level during negotiations with the CAW regarding manpower and mitigation decisions during Collective Bargaining during reorganization
Managed and developed Air Canada’s Resource Systems (ARMS) for airport operations -System allowed for standardized determination of resource requirements across all airport functions -Facilitated “unstacking” discussions when making changes to Aircraft flight schedules Created, implemented and maintained base data for all 8 major Canadian bases, later developed generic templates for all smaller bases in Canada and the US -Recognized as power user for InfORm; assisted other users of ARMS worldwide including Lufthansa and SAS -Broadened scope of system beyond gates and personnel, began utilization for ramp equipment and baggage carousel utilization/planning Trained and supported all users across Canada, in total at least 30 users in all
Managed and developed Canadian Cargo’s systems Project Manager of 8 different projects with minimum budgets of $500K -Included projects such as Cargo Autorate, Cargo IMP, Cargo SABRE enhancements Core project team member of Y2K team, E Commerce development, and Air Canada Cargo System Integration. Represented Canadian Cargo on International Committees regarding Cargo Automation including Cargo IMP, Cargo 2000, and Postal EDI