Product Owner for Messaging (Live Chat) portfolio for Rogers & Fido. I manage a dedicated Agile Squad & in collaboration with the front-line care teams worked to improve the Live Chat setup through digital transformation for both brands. - Part of core team to setup the VA for Rogers (Anna) - Migrated Fido's chat platform to enable compatibility with VA- Part of core team to setup the VA for Fido (AskJack)- Launched Proactive chat for various buy-flows- Upgraded the customer authentication tool used by front line agents and added an additional payment method leading to a savings of 120 second per chat.

Responsible for building the Board’s data & analytics foundation by focusing on two critical areas Customer Experience Design • Identify behavioural trends and actionable insights leading to ideation and recommendation for improvements to user experience design; • Support the Marketing & Communications team by conducting research including web analytics breakdowns, competitive analysis, traditional and digital media analysis• Collaborating with cross-functional teams to turn data into insights - particularly with the Board’s sales team - building processes, methodologies and technologies to support data driven improvements to the Board’s engagement with members, current and prospective• Maintain dashboards for Board KPIs that analyze content effectiveness and relevancy over time; apply personas to group content; conduct content audits to measure content effectiveness, engagement and areas of high/low valueCRM Analysis• Ensure the database is up-to-date with accurate and cleanly segmented information, supporting data integrity and CASL compliance• Leverage the data and generate insights to recommend continuous improvements to maximize customer engagement efforts and overall customer experience• Track and document changes for functional and business specifications; write detailed universally understood procedures for use in training• Conduct change impact analysis to assess the potential implications of changes and document business rules, functions and requirements• As the subject matter expert, provide assistance in training, mentoring, and coaching staff

Customer Service consultant with special focus on Customer Experience and Customer Interaction Management. - Worked with multiple clients (Telecommunications & Banking) and designed their end-to-end Sales and Customer Service Process across customer journeys. - Mapped As-Is use cases and Designed the To-Be use cases /customer journeys for both B2B & B2C. - Solutioned OMNI channel experience for customers by having seamless transition between channels. - Have established an e-sales portal enabling customers to use a new channel for sales. - Assessed websites, e-care and self-service portals for clients to identify and suggest improvements with a key focus of improving customer experience. - Finalized business requirement for application development across various work-streams, detailed requirement analysis and documentation, ascertaining stakeholder sign off, support development and test teams throughout the project life-cycle and to prioritize features, guide use story development.

Assistant Manager with the Business Transformation Office at where I worked with the company’s existing clients to improve their business operations on three main levers, namely; - cost reduction and optimization, - revenue improvement and - customer experience enhancement. - Focused on people, process or technology related changes and conceptualized and recommended solutions to help better clients’ customer engagement channels. - Subject matter expert in social media and the new digital channels (click to call, call back option, visual IVR, co browsing, chat, ticketing systems) and their uses for customer service. - Worked in End-to-end BPO Service Designing and Development, Market Research and Analytics and Contact Centre related operations, - Part of pre-sales team efforts with RFPs, RFIs and other business development opportunities.