Product Development Portfolio:- Lead Commercial product technology launches (e.g. 5G, Seamless Roaming)- Manage internal employee trials for upcoming productsProduct Sustainment Portfolio:- 5G- VoLTE, VoLTE Roaming, and Seamless Roaming (InterPLMN Handoff)- eSIM and Apple Watch- RCS- WiFi Calling- Device Compatibility Tools

Product Development Portfolio:- Led Commercial product technology launches of eSIM, Apple Watch, Shaw Mobile (Core Project Team)Product Sustainment Portfolio:- RCS- VoLTE- WiFi Calling- Device Compatibility Tools

- Business process mapping for Customer Operations- Continuous improvement data analysis and business process improvement initiatives- Customer Operations process support (onshore and offshore vendors)- Change management and new site training/onboarding

Leadership- Managed distribution of team workload to ensure timely and comprehensive SLA adherence - Evaluated, coached, and trained direct reports to develop skills, improve performance, increase productivity, and identified strengths and opportunities for improvement- Represented interests of Customer Care when supporting other LOBs (IT, Network, Marketing, etc.) - Managed multiple high-priority Response Centre items and spearheaded crisis investigation- Analyzed trends in customer complaints to transform data into insights and drive improvement- Led execution of Lifeline Syria Sponsorship Program to coordinate service activation and device fulfillment for 1,000 new Canadian familiesTechnical Troubleshooting Project Management- Designed interactive technical troubleshooting guides leading to improved customer experience via streamlined issue diagnosis and resolution, 5% AHT reduction, 35% improvement in ticket quality- Led dynamic, learner-centric training programs for pilot project launch and TTT sessions for all Customer Care tech teams- Developed post-training supporting documents and job aids- Provided reporting and analysis of adoption, usage, successes, areas for improvement, as well as impacts to call volume, escalations, and ticket volume

- Provided real-time guidance to all other Customer Care teams in exceptional cases- Crafted bespoke solutions at the highest level of technical and billing escalation after all other methods and procedures have been exhausted- Communicated trends to Management Team to drive process/policy improvements- Developed and managed collection of reference material (800+ documents) used for device troubleshooting by all Customer Care departments

- Established brand creative guidelines, led creative development of brand logo and user interface- Collaborated with Dev team to ensure successful graphics implementation and gameplay execution- Managed work-back schedule to design and produce 300+ graphical components for 18-month platform launch, as well as website graphics, presentation materials, business materials

- Developed new automated processes recognized as best-in-company that increased operational efficiency- Created Allianz “Pit Crew” branding for Operations team to develop team identity and increase recognition among other LOBs- Ensured timely premium payments with effective management and processing of all (4,000+) Canadian private aviation policies, endorsements and certificates