Professional SummaryA manager at TELUS with a background in metrics-driven product, process, and software development focusing on growing people, improving enterprise agility, and driving profitability by leveraging customer insights, big data, and large cross-functional initiatives.Sample ProjectsTELUS: Technician and Call Centre OptimizationLed a cross-functional program supporting 3 consultant-led streams to improve customer experience and reduce costs. Assembled and facilitated a cross-functional team to develop call centre assistance technology and leveraged Kotter change management to deploy to a multinational 1500-agent call centre. Annual benefits include over $900K in cost savings and a reduction of 31,000 customer effort hours through improved first-time resolution. TELUS: Front-line data visibilityLed an agile software team of 5 to increase the value of an in-field quality assurance team responsible for install and repair quality. Built a tool to identify jobs that weren’t done right the first time, so they could assess what went wrong before the repeat was completed. Progressively elaborated a solution with the customer though functional prototyping, and ultimately built a web-based .NET/ETL solution. Increased identified issues from 4.2% to 8.7%, reduced repeat rate by 8%, and enabled other teams that adopted the solution for novel scenarios.
Listed skills include Lean Six Sigma Black Belt, Project Management, System Administration, Web Development, and 19 others.
