Checked multiple queues for inactivity in 911 order & processes in corresponding work queues and databases; Resolved System issues via various ticketing systems; Liaised with IT to insure system issues were resolved in a timely fashion to ensure minimal disruption in order processes occurred; Maintained a 99.9% success rate on 911 updates to ensure safety of customers & avoiding loss of life or serious injury. This was originally at a 75% success rate. This also avoided any lawsuits against Rogers; Developed MACROS to automate repetitive actions remotely; Ran & monitored MACROS as needed; Loaded report & work for various queues using remote access to servers in India; Independently ran a project to Migrate Customers from the old system to the super system

Designed and developed business continuity processes (BCP) for multiple functional groups and stakeholders; Check-in / Check-out and prioritized process deliverables from Process Factory; Developed Level D, activity Inventory and Methods & Procedures for Tertiary Processes in scope for BT; Provided tactical and operational leadership for end-to-end enterprise process design management for BT; Provided business support and gap resolution guidance to technical development teams for issues and challenges arising during detailed design, coding, various testing phases and UAT; Responsible to drive business function engagement for business process & methods and procedures deliverables; Participated in on-going change control process; Responsible for the design, tracking and maintenance of enterprise business processes and requirements definitions across the customer key process areas within the customer life cycle; Facilitated interaction with cross-functional teams to identify and deliver business requirements for scope changes, and future releases; Performed detailed analysis of processes within the company, including gathering data, investigating cause-effect relationships, and measuring process performance/impact/benefits; Provided direction in the identification process characteristics that are critical to quality, delivery and cost; Prioritized improvement opportunities to increase customer satisfaction; Assessed industry best practices and benchmarks and develop “best-in-class” process models and target performance metrics; Acted as a liaison with the IT department to provide business requirements and help set priorities in the development and implementation of metrics and support systems; Ensured that information submissions and delivery deadlines are met and that all reporting is accurate

Responsible for “Not In OE” and E911 lists to be worked, investigated, and completed on a daily basis; Investigated and actioned PON cancellations requested via RMSS Local inbox in KANA and Service Broker (Viewer); Handled various OE error codes to ensure RHP activations are successful; Opened countless ICM cases and OVSD tickets to rectify situations that effect activations or proper record keeping; Work on escalated “Not in OSS” lists for TM; Kept and utilize contacts in various Provisioning groups to effectively rectify “one off” situations; Implemented new processes to make “Not in OE” and E911 more efficient; Worked with Past Pending group for DTV and Hi-Speed Pilot project for 6 months while still being responsible for my RMSS Local duties; Met and exceeded individual production targets set by TM; Identified, investigated and resolved process issues and inconsistencies on an ongoing basis; Took part in JM Savvion Project (OM Jeopardy queue Clean-up); Worked independently as well as coordinated with a group

MAC representative for UAT testing of SGI Enhancements; Attended daily teleconference meetings with IT architects for SGI Enhancements to evaluate and rectify inconsistencies; Made recommendations to improve current work processesEmbraced and implemented TM feedback; Worked towards continual performance and process improvements; Identified and reported all gaps, anomalies, etc, which had positive impacts to business revenue; Demonstrated passionate ownership of each customer by providing consistent and accurate information; Completed all MAC related trackers according to specific guidelines given; Investigated and processed all types of MAC orders; Took initiative and participated in all team meetings and completed employee surveys; Worked together with other internal departments as a Team to serve the end customer; Shared knowledge learned with others and participated in continuous learning initiatives (E- Learning);Ensured all required training was completed to enable all functions to be performed with accuracy and ease; Demonstrated willingness to exceed in my role and further develop; Prioritized work according to customer commitment date and needs; Completed all order types including orders with errors and orders that have failed

Provided administrative support for President and Project Coordinator; Booked quotations and appointments for the Project Manager ;Scheduled/arranged appointments for Project Co-ordinator; Maintained databases/records for clients requiring contracting work; Provided comprehensive information (quotations) to potential clients; Maintained all incoming and outgoing correspondence with clients; Prepared (typing and binding) of all quotation packages; Proof-read materials for management approval; Sent introduction packages to potential clients with references; Composed business letters, thank you letters, quotations; Formatted and editing letters to be printed on company letterhead; Composed forms, flyers, project appointment forms, inventory forms, introduction package; Re-issued WSIB certificates/ liability insurance (when required) ; Accounts receivables after the terms collections (when needed); Maintained office filing system; Ordered of supplies (i.e. paints, tiles, carpet, drywall)