SNC-Lavalin – Transmission & Distribution, October 29, 2014 – PresentField Operations Coordinator• Manage pool vehicle program, including collection of driver abstracts and required policy acknowledgements, mileage tracking and vehicle inspections/maintenance • Provide the Finance department with CRA personal mileage reports for fleet users• Coordinate vehicle deploys and returns for fleet users• Responsible for departmental inventory reports and confidential employee documentation• Arrange accommodation reservations for field staff in AlbertaSNC-Lavalin – Transmission & Distribution, March 24, 2014 – October 28, 2014Field Administrative Assistant• Communicated Right of Way work locations to SNC personnel and subcontractors • Updated project tracker to ensure work requested to subcontractors are being completed• Collected safety data from work site incidents for company tracking and reporting SNC-Lavalin – Transmission & Distribution, February 25, 2013 – March 21, 2014Engineering Support• Coordinated consultant LOPA (Loan of Personnel Agreement) information with Human Resources to ensure the correct rate, time period and terms are updated in company systems• Maintained relationships with consultants by providing information of LOPA contracts, relayed important procedures and ensured they understood SNC practices• Generated monthly forecast loading reports for multiple teams in the department

• Led programs and initiatives to improve the customer experience in business to business (B2B) and business to education (B2E) environments• Planned, prepared and executed training programs and supporting documentation for remote support agents responsible for providing Tier 1 support to customers• Led collaborative sessions with support staff and internal subject matter experts to develop and implement processes and procedures aimed at reducing the total cost of service• Facilitated sessions with management and other teams to create awareness of product issues and led open discussions to create actions plans to increase customer satisfaction• Created process maps, process trees and decision trees to present and implement new and/or changed internal processes with managers and team leads• Designed and executed an alternative training method for customer support agents to reduce training costs while ensuring agent engagement• Introduced and executed a root cause methodology to recognize pain points, identify the contributing factors and generate a list of new ideas and action items for improvement

• Coordinated training courses by preparing course materials and communicating with class attendees, Training Manager and instructor on course details• Created and edited intranet content for an external client using Microsoft Visual Studio• Supported Project Manager in creating information flowcharts to support newly formalized external client processes using Microsoft Visio

• Supported the customer experience by resolving technical issues• Collaborated with different departments to ensure access to timely information on product specifications and enhancements to support their activities• Collected and reported information on key metrics and analytics to management to support operational decision-making• Managed multiple tasks in SAP to ensure the accuracy of customer contact and payment information• Contacted existing customers to proactively ensure satisfaction and identify additional selling opportunities

• Acted in a client-focused role where professional communication and accurate information processing were required to effectively strengthen customer relationships• Required to liaise consistently with proper contacts to collect proper documentation to ensure the successful clearance of daily client shipments• Responsible for submitting precise information for the clearances of rail, truck and air transport shipments