Contributed to forge the Digital vision of web and app strategy as it relates to Fido Wireless portfolio (1-3 years). Through the Digital Front Door forum, I contributed to the business stakeholder engagement and alignment on key strategic issues and opportunities. By monitoring all the upcoming digital impacting projects (and getting involved/influencing), we’re focusing on developing a multi-year roadmap of key priorities and capabilities to support channel growth plan, both from a sales and service perspective. Achievements• Contributed to the incoming programs from Consumer Business Unit and Digital prioritization while influencing project scope.• Collaborated on setting Digital channel direction, plan and objectives working closely with consumer sales and marketing.• Represented Digital Fido Wireless to the Quarterly Prioritization sessions.

Closely collaborate with the Tech leads to improve buyflow performances and online sales on Fido.ca on developing new capabilities/fixing bugs. Participated in the agile/scrum ceremonies and influenced priorities to achieve business targets.Achievements• Contributed in fixing the BPO modals (handset discounts) and training the business on how to leverage the new functionalities.• In a span of a few months, these bug fixes/socialization allowed Fido.ca to reach it’s best selling day in it’s history (Black Friday/Cyber Monday 2019).

Closely collaborate with the Digital team to achieve online sales targets while leveraging Brand, Marketing, Data & Analytics and Care resources. Identified opportunities for improvements and design tests prior to roll out. For example, secured online exclusive offers (and operationalized Care contingencies), tested partnerships with affiliate vendors, launched and operated the Lead Generation program, ran the first online personalization tests and more. Always rallying groups around projects and end-to-end project management. Always measure initiatives success and deliver strong PIRs.Achievements• Planhub partnership: Free 2 months pilot generated 389 conversions (75 NAC/156 HUP/158 PPC) in stores, Fido.ca and Care/Fido Direct. Online buy flows conversion rates improved between 35% and 350%. Proof of concept approved and became always-on program as of Q2 2019.• Boxing Week/Cyber Monday Lead Generation: Increased leads database by 39.4% in 19 days and generated 431 conversions in all channels. Cost of conversion of the campaign estimated at $7.60 (benchmark < $100).• Personalized banners: Involved from proof of concept to full operationalization. The test generated a lift of 7.4% in conversions. Resulted in Digital rolling out this as an always-on feature.

Ensure the management of processes design and revision, identify improvement opportunities for operational processes (Sales and Solutions Center), offer solutions allowing the optimization of customer’s & employee satisfaction.Responsibilities included: • Participate in project implementations, analyze operational needs, review/define requirements, evaluate operational impacts, make recommendations, suggest alternate solutions and ensure minimum risk to business and Customer Satisfaction.• Develop / update procedures, visio flows for system transactions, policies, services and related support and certify integrity of documentation.• Optimize operations (processes reengineering, effectiveness studies, indicators) and provide improvement recommendations with a continuous improvement optic.• Participate in multiple Customer Base Calling reduction initiatives. • Active participation in daily implementation of Marketing initiatives. • Manage Marketing initiatives updates and present in Care Governance meetings to link with Operations to facilitate implementation. • Training and support fellow analysts in the daily implementation of Marketing initiatives.• Prepare analysis for operational planning impacts.• Anticipate problems and related impacts and work with project team to correct them.

Treat cancellation requests by offering creative solutions to customers to prevent deactivation of their service (protecting churn). Act as a Retention expert among my colleagues and take supervisor calls when customers want to escalate their issues.Realisations:• Active participation in the integration and training of newly hired employees.• Act as backup Team Manager.• Elaboration of a competition check tool allowing representatives to validate competitors portfolio improving the save rate by 5%.• Ranked in the top 20 for the best performances; save rate, cost of save, adherence and average handle time.

Manage, supervise and stimulate the performance of 10 store representatives by ensuring that sales quotas are met or exceeded. In charge of payroll, scheduling, staff development and inventory management.Achievements• Manage the employee hiring and provisioning process.• Integration and training of new recruits.• Troubleshoot and assist 5 stores to increase their sales of 25% or more (in a 12 month period). Also implement missing internal policies to bring the store’s BAU operations up to par.