Jason Murphy Email & Phone Number

Edmonton, Canada Area

• As the Strategy Manager for the CSD National Construction Enablement team I am prime for the overall planning and budgeting process for the NCE team
• Develop annual budgets and provide monthly variance analysis
• Prime the NCE supply/demand model to ensure that we are able to maintain targeted service levels
• Lead the scorecard setting process and provide monthly updates on YTD performance
• Program Manager for the Critical Infrastructure Protection and NCE Efficiency programs

Edmonton, Canada Area

• As the Strategy Manager for the CSD National Field Support team I am prime for priming the overall planning and budgeting process for the NFS team
• Develop annual budgets and provide monthly variance analysis
• Prime the NFS supply/demand model to ensure that we are able to maintain targeted service levels
• Lead the scorecard setting process and provide monthly updates on YTD performance
• Core team member of the CSD Reduce Customer Effort program with a focus on implementing initiatives to reduce the number of Missed Appointments and preventing Avoidable Truck rolls

Edmonton

As the Manager for the Root Cause Investigation team I directly support a team of business analysts with the focus of using a data driven approach to identifying opportunities to improve the customer experience and drive operational efficiency.

Edmonton, Canada Area

• As the acting Director for the CE Budgets, PIanning, and Analysis team I directly support the BP&A leadership team to provide strategic guidance and set priorities. Some of the key activities supported by the team are:
• Support the capacity planning function for the CE team to properly assess customer demand over a 1-3 year time horizon and the ensure we are able to deliver an optimal level of team members to fulfill that demand.
• Support budget, triage, and strat check financial processes to ensure the CE team is able to deliver on our financial targets in support of the overall financial targets for TELUS horizon and the ensure we are able to.
• Drive insightful performance analysis across the CE operations to support the senior leadership team in understanding the key drivers across the business.

Edmonton, Canada Area

• As the Manager, Business Analysis I supported a team of business analysts as we launched a new program within TELUS that enabled all team members within the company to provide feedback on how we could improve the.
• Developed the tools & processes to efficiently collect, prioritize, assess, and implement solutions to the ideas provided from team members.
• Communicated with each team member who submitted an idea to ensure they always had updated information on how their idea was progressing often engaging them to participate in the process.
• Continually evolved the process and tools supporting the program to improved the capacity of the team to manage higher volumes of ideas and implement larger volumes of solutions.

Edmonton, Canada Area

• As the manager of business planning I support a team of business analysts providing the them with strategy guidance plus coaching and development
• Developing long range facilities plan for the TELUS call centre operations across both the wireless/wireline organization's. This includes managing the capacity, opex budget, and hiring/training models.
• Manage the project review process to provide impact assessment's to the business regarding technology changes, marketing initiatives, and efficiency programs.

• As a manager in operator services my main priority was to lead a high performing team of operators enabling operator services to meet its targets.
• Some of the key activities included exceeding key performance indicators, managing employee performance, and delivering best in class customer service.
• Responsible for managing the business including employee recruitment, participating on cross functional teams to roll out complex wide initiatives, and ensuring that expenses are below budget.
• I also drove cost saving initiatives by developing a database to automate the reporting of key performance indicators across the entire operator services organization.

• My primary focus was on local winbacks/competitive response, customer loyalty/retention, and managing regulatory issues related to the price caps regulation.
• Some of the key activities I performed were product strategy, results analysis/tactical response development, and cost/margin management. I was also responsible for looking at cross portfolio impact assessment and.
• Working towards targets set by senior management I ensured that my products both meet and exceeded expectations. This added to the bottom line of the company and increased the value to all my key stakeholders.

• Responsible for corporate reporting of market share key performance indicators. This involves the development of methodologies, reporting structures, and managing all related business issues.
• Report weekly on the movement of customers between TELUS and our competitors. I also assist marketing in designing campaigns through customer profiling.
• Developed numerous databases to assist in the analysis of data from many different sources. This would include helping define data requirements in the development stage, integrating the data into an access database.
• Work with a wide variety of functional areas throughout the company (i.e. sales, marketing, and finance) maintaining relationships with key stakeholders.

Commerce, Management Of Information Systems

Business, Management