Conduct preflight briefings concerning weather, altitudes, routes, emergency procedures, crew coordination, lengths of flights, food and beverage services offered, and numbers of passengers. Announce and demonstrate safety and emergency procedures such as the use of seat belts, and life jackets. Reassure passengers when situations such as turbulence are encountered. Verify that first aid kits and other emergency equipment, including fire extinguishers and oxygen bottles, are in working order. Answer passengers' questions about flights, aircraft, weather, travel routes and services, arrival times, and/or schedules. Assist passengers in placing carry-on luggage in overhead, garment, or under-seat storage. Assist passengers while entering or disembarking the aircraft. Determine special assistance needs of passengers such as small children, the elderly, or disabled persons.

I apply my expertise to analyze, design, develop, and implement the best strategies and solutions that support my clients business goals and objectives.Partnered with a small E-Learning company in order to identify gaps, implement PMI standards and improve overall cradle to grave process.Analyzed performance data to determine team efficiencies.

Initiate, plan and manage the amalgamation of files for 180 members of the IPSC (Integrated Personnel Support Centre) Ottawa. Conduct weekly briefings, identify roadblocks and partner with various stakeholders. Reduce redundancies, gaps and overall process improvement.

Trusted advisor to the executive team and key decision makers in the Bell Residential Services organization. Review and prioritize project requests from five sponsor groups. Perform a quality and readiness analysis and present the results to the project delivery team. Educate and coach sponsors on how to create a quality project charter. Partnered with our marketing sponsors in order to reduce redundancies and improve processes, enabling a reduction in the turn around time for resourcing from five days to three days. Educated sponsors by developing and delivering a workshop demonstrating requirements and importance of submitting a quality project charter. In just three months the number of projects requiring additional information decreased from 24% to 1%, effectively streaming the front door process.Tasked with an initiative to increase project delivery capacity. Developed a set of criteria that was added to the existing analysis process that removed resourcing requirements on low impact initiatives resulting in a 30% increase in project delivery capacity. This represented a yearly savings of $500k.Established a process to decrease the publication time of urgent agent communications. This process resulted in a 400% efficiency improvement impacting 3500 frontline agents.Assessed 1100 diverse project requests in 8 months. Resourced 636 projects and cancelled 15% due to lack of financial benefits or negative impact on the Call Centre.

Responsible for delivering projects into the Bell Residential Services (BRS) Call Centers. Complete and maintain project journal, identifying risks, developing communication and action plans, co ordinating and hosting project team calls.Played instrumental role in the migration of over 2000 reference documents for a new household billing solution center. 100% of all required documents were migrated on time enabling 40 agents to deliver customer service excellence. Nominated for an award by the project sponsor.Analyzed the number, type and source of agent communications and shared findings with the project team. Based on these findings recommended and implemented communication improvements resulting in a 20% increase in agent knowledge and a 30% decrease in redundant communications.

Partner with project team to prioritize and dispatch workload to ensure reference material is current and accurate for 3500 frontline and support agents. Lead and support a team of six authors to establish and maintain document quality, authoring guidelines, readership results and smart writing principles. Coordinate and publish daily and weekly agent communications. Improved agent knowledge and customer experience though the development and implementation of prioritization guidelines which resulted in the timely delivery of urgent communications. This enabled agents to provide accurate information to customers.Increased urgent communication readership by 56% through the implementation of a no cost solution. Partnered with the owners of the instant messaging tool and created a process to alert agents of urgent updates required to take the next customer call.Instituted five new authoring rules which resulted in improvements to the search functionality, content quality, team efficiency and agent satisfaction. Six months after the implementation of the new rules agents satisfaction improved by 18%.Evaluated and developed authors by consistently increasing their responsibilities and building their confidence. Through this process one of my authors was successful in securing a management role.Coached and facilitated the authoring team during an unprecedented surge in project volume with competing due dates. As a team reviewed and prioritized existing and new workload. Utilized the expertise of the six authors to maximize the teams performance resulting in a successful delivery of projects during this surge.

Lead, support and develop new agents in a supportive environment. Communicate expectations, analyze results and provide constructive feedback. Implement coaching principles and concepts during training to mirror those conducted in internal and external Call Centers. Negotiate with employment agencies and internal stakeholders to ensure the best candidates are hired and classes are filled.Assessed performance and potential of 80 agents and 4 vendor trainers in 2 overseas call centers. Decreased average handle time by 30 secs for 60 agents through the implementation of a no cost solution to improve tool performance. Negotiated with five agencies, coached and supported six hiring managers to fill 15 scheduled classes. In addition to my primary function I co ordinated and delivered 100% of continuous training events.Forged strong business relationships with partner and internal training teams focused on client experience, service level and first contact resolution.