Calgary, Alberta, Canada
Accomplished Business Management Professional with over 20 + years of career progression in business operations, specializing in project management. Proven leader effectively skilled in development and oversight of high performing multi-disciplined and quality-oriented teams. Adept problem solver, employing creativity and innovation to overcome challenging and complex issues across employees, processes, and cost. Professional experience spans into several functional areas, including Municipal, Telecommunications and Oil & Gas.
Reported to the Manager, I was accountable to executives, human resources, consultants, and management. I am responsible for identifying and introducing operational efficiencies and streamlining processes using innovative and new technologies in addition to providing expert inputs during bid phase through to project start-up, defining and leading all implementation activities, gathering requirements and advising on processes and methodologies. Key Successes: Helped build a positive, diverse, and equitable work environment by promoting team effectiveness Delivered quality customer experiences and recommend operational improvements where opportunity exists to improve and achieve operational excellence Promptly and effectively solved escalated contact center issues, improved customer retention, and provided technical support Drove stakeholder collaboration to elicit, refine and document business requirements Liaised among vendors and consultants to facilitate risk review, underwriting decisioning and loan program compliance Developed, implemented, and updated best practices to streamline operations, standardize processes, and enhance customer service
Reported to the Manager, I was accountable to executives, human resources, consultants, and management. I was responsible for serving as a change agent who identified the organizational improvements needed, designed systems to implement those changes, and trained and motivated others to use the systems. Key Successes: Promoted to the position of PMIS Supervisor Maximized team knowledge and productivity by effectively training, monitoring and directing employee application of best practices and regulatory protocols Developed and implemented best practices for documenting changes and on-going improvement to streamline processes Reduced expenses by analyzing compensation policies and implementing competitive programs while ensuring adherence to legal requirements Assisted lead on tracking successful Change closings with business, risk, IT, operations, and development teams to support and deliver changes while mitigating risks
Reported to the Manager, I was accountable to management and project team. I was responsible for providing information regarding the current workforce across mission critical occupations, including demographic and background characteristics of the current workforce, retirement eligibility, turnover, and various workforce management issues. Key Successes: Repeatedly recognized for top performance through fast-track promotions and selection for high-priority initiatives Improved overall efficiency of standard practices; designed and improved forms that expedited procedures Developed contract forms, recommended and implemented new research procedures for profitability Active role in project research, analysis, and quality management for client deliverables Assisted with computer models of impacts of various scenarios on staff productivity and availability