Jessica P. Email & Phone Number

Toronto, Canada Area

SALESFORCE SERVICE IMPLEMENTATION | Large Canadian Retail Client| Business Lead• Implemented Salesforce Service Console for call centre agents supporting a large loyalty program. Capabilities include Customer management, Case management, Loyalty management, Knowledge• Managed 7 resources and coached capability leads to design and deliver a high quality product• Provided advice and recommendations to business stakeholders based on experience, best practices and Salesforce knowledge• Participated in executive-level demonstration of Salesforce solution to show development progress SALESFORCE SALES & SERVICE IMPLEMENTATION | Large Canadian Insurance Client| Business Process Lead• Designed and developed a high quality scalable solution that included Sales, Service and Knowledge for field sales and advice centre advisors, and complaint officers• Followed a hybrid-agile SDLC methodology to develop a solution that address advisors’ pain points and improves process efficiencies • Facilitated interactive workshops with business stakeholders to present design & process recommendations • Achieved client buy-in to move forward with implementation of recommendations in a 3-month project for the first implementation releaseSALESFORCE SALES TRANSFORMATION |Large Canadian Telecom Client| Functional Lead• Developed strategic recommendation for a redesigned sales experience, incorporating current pain points, in-flight projects, and future initiatives.• Conducted stakeholder interviews to understand current state and near-term planned improvements • Synthesized insights into a multi-phase road map recommendation • Presented strategic vision for executive-level buy-in • Achieved client buy-in to move forward with implementation of recommendations in a 3-month project for the first implementation release

Toronto, Waterloo, Montreal, Minneapolis

SERVICE REINVENTION | Large US Retailer | Functional LeadImplemented a multi-phased Salesforce service project for 11 contact centres, consisting of 3500 internal users, supporting 70M customers.• Engaged with business stakeholders in iterative design sessions, presenting recommended solutions • Managed offshore team to ensure high-quality development that met business requirementsSALES & MARKETING INITIATIVE | Canadian Transportation | Functional Consultant• Defined the business processes & requirements for the SFDC Sales implementation for 400+ users, using an iterative prototyping workshop methodology, while coaching internal team and client BAs • Worked with the technical lead to develop rapid prototyping demos to help clients envision the to-be solution and help drive detailed req'ts & processesCRM IMPLEMENTATION | Insurance | Functional LeadLed key work streams as part of Canada’s first Salesforce B2C implementation, to design solutions & processes to optimize advisor operations• Led design workshops and designed processes & system design • Acted as the liaison between the business and the tech team to communicate technical details and business requirements SAP-BPC BUSINESS PLANNING IMPLEMENTATION | Utilities | Functional LeadLed part of an enterprise-wide financial planning system implementation, to manage over $2.5B annual budget and forecasts for projects and programs• Conducted requirements gathering and design workshops, developed functional designs and proposed strategic solutions for process and system complexitiesLOYALTY PROGRAM DEPLOYMENT | Large Retail | PMOManaged project complexities by aligning and integrating objectives, tasks & timelines for a $40M project to implement a new loyalty program• Managed a project plan with 3000+ tasks to provide a holistic and integrated view of the project • Managed relationships between team leads to ensure alignment and understanding of program wide issues, risks & dependencies

- Executed an automated timesheet management application by creating a proposal, obtaining price quotes and approvals, hosting instructional meetings and facilitating training sessions. - Eliminated the need for employees to manually fill in timesheets in Microsoft Excel reducing timesheet completion time by 75%. - Reduced the time and effort to collect all the employees’ timesheets by 95%.

- Increased the usability of the Human Machine Interface (HMI) screens for monitoring and controlling production processes. - Determined operators’ needs and preferences and addressed them by making appropriate modifications to the HMI screens. - Self-learned Visual Basic Script using training manuals and online tutorials.

A RoHS (Removal of Hazardous Substances) standard was to be implemented to ensure all Tyco products are lead-free. - Managed and led a team of 6 members to complete 80% of the qualification tests for the RoHS qualification process. - Acted as a laison between managers, supervisors and operators to coordinate the lead-free production - Analyzed circuit board malfunctions and imperfections and created a component issues tracker and generated qualification progress reports. - Trained new members on the RoHS verification and qualification building process.

- Administered the Utility Management System (UMS) to translate raw utilities data into meaningful data for users. - Facilitated the operators’ analysis of utility values to increase energy savings. - Prepared the major capital expenditure request for the Effluent Biogas Digester Plant of over $10 million.

- Self-learned CAD program, Bently Microstation J, used to create Baggage Handling System (BHS) engineering design layouts. - Reduced the time to create multiple versions of BHS design layouts by approximately 60%. - Reduced the amount of paper used for printing BHS design layouts by 90% by editing design layouts electronically instead of manual paper modifications.

Bachelor Of Applied Science, Systems Design Engineering

Management Science Option Co-operative Program Graduated with Distinction

Graduate Certificate, Brand Management

Graduated with High Honours