Amanda Palmer Email and Phone Number

Focus on Learn, Buy, Get across all Channels in CIO.

Supporting an incredible team that is responsible for the delivery of all things digital for Koodo Prepaid and Public Mobile.

o Lead capital and project governance processes o Collaborate with key stakeholders on go to market processes and value chaino Deliver people and system change initiative from inception to completion

• Manage and optimize the Strategic Platform Leadership Team and Enabling Shared Services capital portfolios.• Facilitate weekly Executive governance forums and ensure all initiatives within both portfolios maintain a high standard of compliance.• Manage the in-year capital budget and support quarterly updates.• Provide regular executive level reporting.• Maintain investment road maps and work with key partner teams to confirm resource interlock.

• Leading organizational change management & implementation initiatives• Mapping and analysis of current state processes• Identifying and recommending improvement opportunities• Identifying necessary cross-functional stakeholders required to support change initiative• Conducting external research and analysis for best-in-class models• Planning & Leading design/development workshops aimed to define process, requirements, KPIs systems, etc.• Developing change communications ensuring organization-wide awareness and support• Identifying risks associated with change initiative throughout project lifecycle and developing risk mitigation strategies• Developing & Presenting project updates at working, steering and executive levels• Developing & Implementing business KPIs tracking initiative success

• Led business process improvements projects to identify root-causes of problems, implement corrective actions and execute improvements such as reducing custom build price plans from 12 weeks to 3 weeks.• Led cross-functional project teams to identify and deliver process improvement initiatives that drive a better on-boarding experience for B2B customers and drive better financial efficiencies and operating cost reduction.• Represented B2B teams in cross functional forums to ensure new product readiness, assess all likely impacts to the B2B segment and create necessary execution plans.• Worked closely with sales support, product management, customer service groups and small, medium and large business segment primes to identify ongoing business changes and areas of improvement.

· Lead the detailed analysis of processes and procedures within the company, including gathering data, investigating cause-effect relationships, implementing solutions and measuring process performance.· Identify and apply industry best practices and benchmarks to develop "best-in-class" process models and target performance metrics.· Perform User Acceptance testing on Projects and Application Enhancements.· Design and develop test cases base on Projects and business requirement· Assess project impacts and provide recommendations· Manage and resolve operational testing initiatives· Report on findings, progress, issues and resolution. Provide feedback on procedural and operational impacts on performance issues as well as system and applications issues and impacts· Work with cross-functional project teams to deliver process improvement initiatives that drive increased customer satisfaction and reduce operating costs.· Review of Business Requirements Document / Solutions Document and provide updates, requirements and recommendations · Manage operational issues within the working cross functional team, co-ordinate and manage new services/programs to be introduced, assessing the operational impacts.· Develop and execute Operational Readiness Test (ORT) plans for Rogers small business related services. Provide ORT performance reporting· Execute test plans for: operational tools, service performance and service delivery· Provide post production warranty support· Develop, maintain and execute project plans throughout the life of medium to large-sized projects within the department· Plan, manage and implement project communications, ensuring effective exchange of project information and deliverables to stakeholders.

· Provide Tier 3 technical support for resolution of Network issues.· Provide coaching and counsel to a team of 7 people supporting Custom APNs, Wholesale and Blackberry Enterprise Servers.· Prepare lab exercises to assist the team for testing development and continuous learning.· Provide world class customer support and instill customer confidence when resolution is unknown.· Create and maintain all external and internal process documentation within the Enterprise Service Center organization.· Promote continuous learning by creating and implementing Focus Sessions.· Take initiative to identify opportunities/problems with existing process and take appropriate action.· Project lead on developing and implementing the ticket management system Synergy including training.· Interface with internal departments during outages, process development and incident reviews· Provide root cause analysis of outages to upper management and customers.· Assisted in the creation of the department from inception with building process, developing tools and training plans.· Act as the customer’s advocate during outages to ensure a high degree of customer satisfaction.· Ensure performance indicators are strictly adhered to.· Provide input when required to detailed fault and analysis reports.· Interface with third party carriers and vendors.· Coordinate staff resources to clear or repair all service conditions. · Conduct customer informational sessions that demonstrate current troubleshooting practices and tools.