Responsibilities:• Quoted, ordered, and implemented Unified Communications solutions for public sector clients• Processed service requests and billing adjustments and directed equipment procurement • Collaborated with project managers and downstream teams on port requests and project needs• Chaired bi-weekly meetings with Alberta Health Services for projects, upgrades and expansionsAccomplishments:• Selected as one of two BSAs to implement the largest deal secured in Alberta in recent history• Created a collaborative training initiative for my team with our in-house technical business unit• Established new processes and supporting documents for orders with an enterprise customer• Successfully suggested software improvements to save TELUS an estimated $80,000• Recognized provincially by our VP Sales for saving a massive project from a 45 day delay

Responsibilities:• Organized over fifty tennis tournaments every year province wide• Handled all communications for the organization including e-blasts and social media• Liaised with public and private clubs across Alberta and technical contacts across Canada• Maintained the database and registrations for our 1,000+ member organizationAccomplishments:• Created and piloted a new website format and assisted with rollout to other provinces• Helped implement first ever adult programming; assisted with Little Aces programming• Created campaign which increased social media following by over 500% in a span of two years• Initiated the development of a new Canada-wide ranking system for both adults and juniors

Responsibilities:• Helped create new business accounts for sole-proprietorships, partnerships and corporations• Educated taxpayers by providing information and promoting available services• Performed various calculations to determine tax or CRA administered program requirements• Responded to a variety of enquiries and requests related to tax mattersAccomplishments: • Researched CRA audit processes and procedures between busy periods• Assisted in creation of new training initiative revolving around scripted role-play

Responsibilities:• Handled escalated calls from external customers with a wide variety of needs and requests• Answered internal queries from Customer Service Reps and coached team members as required• Assisted in development of training initiatives based on data collected by our teamAccomplishments: • Promoted to Support Team in a record 1.5 months where the usual timeline is 2-3 years• Developed a tracking tool for Support Team inbound calls for data collection and coaching• Created the Support Team schedule to help resolve conflicts within the team

• Facilitated the collection, analysis and shipping of over 150,000 surveys for Northern Alberta • Hired, managed, and cross trained staff of 70 employees • Supervised, scheduled and mentored direct reports• Absorbed and facilitated the SPAM Project (Special Population Areas Management) which included the indigenous populations of Saskatchewan, Yukon and Northwest Territories Accomplishments:• Achieved an incredible 97.8% response rate in Northern Alberta – 0.6% over Metropolitan Edmonton Area (our competing office) despite the greater challenges to enumeration• Promoted from Field Team Lead to Supervisor of Collection Support and Questionnaires Unit (CSQU) to Manager of CSQU over the course of the short project • Completed a challenging and thoughtful enumeration of Slave Lake after their devastating fires by training a special team to politely and diligently collect their information

Responsibilities:• Coordinated the transfer of information between EPCOR and stakeholders involved in the zoning of the Heartland Transmission Project• Ensured a positive rapport with stakeholders while maintaining a neutral, fact-based approach• Collected information within the specifications of Alberta Utility Commission’s regulations Accomplishments:• Completed data collection for the team’s designated area months before EPCOR’s target date• Brought attention to a stakeholder concern regarding electromagnetic fields and the declining population of bees which ultimately impacted a portion of the chosen route• Remained on the project through several rounds of employee cuts based on performance

Responsibilities:• Provided quality customer service to a wide variety of arena facility and park users• Planned and prioritized tasks to meet daily arena user group schedules• Delivered exceptional ice resurfacing for City of Edmonton patronsAccomplishments:• Organized weekly communications to ensure consistent and clear information among the team• Developed orientation guides and safety tracking logs for several Edmonton arenas• Volunteered to maintain my home ice surfaces and depths at two particularly challenging arenas