Responsible for managing the Software Development Life Cycle (SDLC) and leading the implementation of the CRM software service modules.-Developing project plans with timelines and implementing control activities to ensure the timelydelivery of projects- Analyzing the company's business requirements and participating in the design and architecture of business process solutions- Led the implementation of the CRM software service modules from start to finish, including design, development, configuration, and rollout- Utilizing FieldPoint's design and configuration capabilities to execute enhancement projects of Phase 3 & 4, generate dashboards and custom SSRS reports, resolve errors, and other related tasks- Assisting with special projects as requiredIn addition to SDLC and project management, I am also responsible for driving business processes, strategy, and transformation. - Participating in the ideation and development of new programs to augment support for the customers and leading the new CRM project initiatives- Continuously evaluating and identifying opportunities to drive workflow process improvements that positively impact the department and its customers- Gathering requirements, educating, and collaborating with internal customers to identify challenges and goals and developing action plans and processes to bridge the gap- Leading all communications with key stakeholders, including status updates, changes in business process and strategy, visibility into the project pipeline, etc.- Strategizing and aligning goals with process, personnel, and technology and leading changes as requiredFinally, I am also in charge of leading the training program for user buy-in and onboarding and providing ongoing constructive coaching and feedback to maintain current system knowledge and ensure overall organizational and customer success.

In my role as a Junior Project Manager, I was responsible for coordinating project management activities, resources, equipment, and information to ensure successful project delivery. - Liaised with internal and external stakeholders to identify and define project requirements, scope, and objectives and broke projects into doable actions while setting timeframes. - Assigned tasks to internal teams, assisted with schedule management, and acted as the point of contact to communicate project status to all participants.As a Master Scheduler, I provided fast, friendly, and fun customer service to both internal and external customers while communicating with field technicians and other departments across three manufacturing sites located in Montreal, Ottawa, and York (USA). - Answered incoming calls, emails, and text messages to close out calls for field technicians, maintained scheduled calls on Scheduling Software, and updated customers as needed on technicians' ETA. - Made outbound calls to schedule and survey upcoming or completed appointments, managed customer concerns regarding the schedule, and worked to resolve them efficiently and effectively. - Maintained optimum load by levelling resources between Field Support, Call Center, and Warranty and Parts teams.