Alexandra Félix, Cmp (Prosci) Email & Phone Number

Vaughan, On, Ca

Toronto, Ontario, Canada

At Prosci Canada, I was tasked with delivering Change Management Certification training in both French and English. Recognizing the need to elevate our client’s change management capabilities, I served as a trusted advisor to senior leaders, guiding them in fulfilling their roles as change sponsors. My efforts involved leading client engagements to establish change management centers of excellence and governance frameworks. Through developing and implementing tailored strategies, I addressed the people side of change, ensuring faster adoption and higher utilization rates. This proactive engagement with stakeholders across all levels allowed me to identify and mitigate resistance, ultimately resulting in smoother transitions and higher ROI for our clients.

Toronto, Canada Area

At Metrolinx, I led the effort to standardize procedures, systems, and tools during the early stages of the Regional Express Rail (RER) program. Recognizing the need for a unified approach, I developed and implemented a change strategy for Oracle Contract Management (CM14), which was adopted by over 240 employees. This initiative digitized 650 contracts valued at $10 billion, significantly improving contract management processes. Additionally, I created learning strategies to address evolving job-specific training needs, ensuring that employees were well-equipped to adapt to new systems and business processes.

Toronto, Canada Area

In transforming customer operations for UP Express, a 15-minute air rail service, I faced the task of overseeing stations, onboard experience, sales, fare inspections, and service recovery. By fostering cross-functional collaboration with groups like Transit Safety, Rail Operations, and Customer Care, I was able to ensure safe passage and a positive customer experience. My leadership led to an 87% overall customer satisfaction rate, marking a 4% increase amid a 250% growth in ridership. During major service disruptions, I directed service recovery operations, maintaining service quality and customer trust.

Toronto, Canada Area

As the Manager of Guest Services, I played a crucial role in designing and launching a $465 million airport rail service. I led a team of over 130 frontline staff, ensuring operational excellence in both pre- and post-security areas. My efforts resulted in an impressive 83% customer satisfaction rate in the first year of operation. I also authored comprehensive policies and procedures for various scenarios, including service disruptions and emergencies, and delivered an enterprise-wide learning strategy for role-based training programs to over 2,500 staff members and strategic partners.

Markham

Senior Leader overseeing Marketing, Customer Experience, Contact Centre, & Customer CareLed matrix teams of 40 people and 3rd Party Contact Centre

Toronto, Canada Area

Senior Lead for engagements in Leadership and Learning Development, Executive Coaching, & Customer ExperienceClients include: Bell Canada/Mobility, iSO Canada, Medisys, CNE (TheEx), Experience Renewal – RBC

Toronto

Senior leader marketing the Toronto Argonauts Football Club

Toronto

Senior marketing strategist leading marketing for a $3 billion portfolio of products and services, with direct accountability for a $10 million national budget and influencing another $30 million in advertising

Master'S Degree, Translation

Graduated with Masters Degree in French - English Translation

Bachelor Of Arts (B.A.), French