Connie Chang Email & Phone Number

- Provide business analysis, project management, strategic planning and continuous improvement advisory services to management teams across the Claims portfolio

- Provide business analysis and project management support to various clients within Finance, Assessment and Enterprise portfolios.

Burnaby, British Columbia, Canada

• Provided business analysis consulting services to HealthLink BC, including project scope assessment, requirements gathering, current state and gap analyses, and cost projections.• Facilitated meetings to solicit information from internal and external stakeholders and to form consensus in project approach and requirements• Wrote business documents such as consulting reports, options papers and statements of work to clearly communicate business analysis findings• Analysed key performance metrics and reviewed service delivery agreements to prepare and automate service reviews

• Assessed the end-to-end customer journey and made recommendations to improve overall customer experience by changing processes, aligning expectations, and expanding service offerings• Collaborated with cross-functional teams to develop business operational plans, such as ensuring staffing readiness for major sales events• Designed and produced Call Centre operational scorecards to track performance metrics and to drive operational efficiencies with third-party service providers• Built quality assurance programs starting from customer survey design to quality monitoring to driving quality improvements through process changes and projects • Created financial modelling tools for invoicing, budgets and accruals estimation, and variance analysis to understand cost drivers• Led business improvement projects; for example, launched a nation-wide Appliance After Sales Support Program to address gaps in service offerings and processes

Burnaby, Bc

• Produced scorecards to monitor fulfilment throughput, inventory levels and labour productivity at their national distribution centres, and made recommendations to improve supply chain processes and reduce costs• Developed E-Commerce order forecasts and worked directly with third party vendors to ensure acceptable staffing and service levels• Prepared national budgets for supply chain and transportation accounts and conducted cost variance analysis

Vancouver, Bc

Provided project management and analytical support for various client projects, including:• Tourism economic development studies• Economic impact studies• Expert Witness research and analyses

Vancouver Bc

• Acted as Project Manager for several consulting projects, and led teams to complete survey field work, research and analysis • Performed economic and financial analyses, business strategic plans, and market research projects• Collaborated with clients to design and develop project methodologies to address their business needs, including survey design and interpretation

Vancouver, Bc

• Research and Analysis in the areas of Consumer Research, Strategic Planning, Economics and Environmental Services• Deputy Editor-in-Chief for the corporate industry newsletter

Vancouver & Singapore

• Short-listed as one out of four graduate teams from around the world and across disciplines to conduct a market research study bench-marking environmental practices in Singapore's hotel industry against international standards • Led the survey and analysis component of our study• Delivered a presentation and a final report on key findings, making recommendations to Government officials, hotel management, and supporting non-profit organizations.

Vancouver, Bc

• Conduct quality control of nationwide Census household surveys

Master Of Business Administration, Mba

Activities and Societies: Tata Cup Sustainability Case Competition Participant (Toronto, ON), Haskayne 24-Hour Case Competition.

Bachelor Of Arts (B.A.), Double Major In Economics And Mathematics

Activities and Societies: Workshop Leader for UBC Math Workshops, Note-taker for UBC Disability Centre, Member of UBC Faculty of Arts.