Jonathan D'Cruz, Cbap Email & Phone Number

Calgary, Ab, Ca

Richmond, British Columbia, Canada

Business Needs Analysis - Engage with internal stakeholders to better understand their business requirements and translating them into effective solutions.Strategic Planning - Develop and maintain comprehensive master plans of initiatives, ensuring alignment with organizational objectives, and adapting to evolving business landscapes.Project Management - Successfully leading small to medium-sized projects, managing scope, budget, timeline, and risks to drive successful project outcomes.Stakeholder Collaboration - Act as a bridge between business units and IT teams, advocating for effective solutions that harmonize functional and technical requirements.Technology Services Management - Overseeing support services for applications in production, monitoring the marketplace for products and services to enhance customer benefits.Documentation and Deliverables - Documenting business requirements and creating comprehensive program and project documentation for successful implementation and management.

Serve as a subject matter expert for terminal operational processes, ensuring adherence to established plans and capturing business changes impacting processes.Identify, analyze, and document terminal operational processes and business requirements, forming the basis of an operational plan.Develop and deliver training programs and relevant documentation to operational teams, equipping them to effectively manage issues in real time.Collaborate with other process owners and stakeholders to identify and implement process improvements related to staffing, technology/automation, passenger flow, and regulatory changes.Provide expertise on new processes and process changes required by facility or passenger routing changes.Effectively communicate with stakeholders at all levels to ensure process understanding and address any issues promptly.Utilize business intelligence tools and data sources to support operational decision-making and program development.Provide project management expertise and leadership on various initiatives.

Vancouver, Canada Area

Conducted in-depth analysis of terminal operational processes, identifying areas for improvement and efficiencies.Collaborated with cross-functional teams to develop and implement initiatives to enhance customer experience.Developed and maintained operational plans, ensuring alignment with business requirements and objectives.Utilized data analytics and business intelligence tools to gather insights and support decision-making.Led and participated in project teams, providing project management expertise and guidance.

Vancouver, Canada Area

• Restructured department, resulting in a 43% cost savings for the YVR station • Introduced and implemented process improvements resulting in a 11.3% improvement in OTP• Collaborated on the installation of a baggage tracking system; reducing incidents by 40% • Worked with Corporate HR Manager to institute screening profile to reduce attrition • Conducted incident investigations and formulated appropriate corrective action plans • Decreased labor cost 5% by reducing FTE count through operational resource evaluations • Work with the commercial services team to ensure flight schedules meet both customer demand and capacity for timely handling of flights Manager, Customer Service and Quality Assurance (11/2011 - 10/2012) • Consolidated customer service and quality assurance roles resulting in savings of 41% • Developed service expectations which resulted in 8 commendations for the department within a 3 month period • Sustained a coaching for success initiative that increased competency of agents reducing processing and handling errors• Improved performance metrics for the call center improving service levels by 4% Manager, Safety and Quality Assurance (10/2010 - 11/2011)• Created and implemented standard operating procedures for the customer service team, which improved consistency of passenger handling by 40% • Collaborated on a safety clock monitoring “time-lost” injuries reducing work related injuries by 30% • Instituted audit checklists identifying non-compliance gaps in operational procedures leading to corrective action plans positively impacting customer experience and operational costsCustomer Service Supervisor (10/2009 - 10/2010)Customer Service Agent (02/2008 - 09/2009)

Pacific Centre - Vancouver, Bc

This Corporate store is the Flagship store in Western Canada, and is consistently commended on exceptional service quality, product knowledge and high volume of sales (2nd in Canada). Identified consumer needs and wants to sell related electronic products to suit both home and office use.Set and maintained individual monthly/yearly sales budgets to coincide with the store's sales and gross margin budgets. Was depended on managing the store during the closing hours when managers were away or had to leave early. These included but were not limited to, dealing with customer issues, end of day cash and sales reports and closing the store for the night.Achieved the "Silver Club" status for sales in the first year.Voted MVP of the store by fellow colleagues and managers for the fiscal year of 2006.

Bachelor'S Of Business Administration, Marketing Management

Diploma, Business Management, Marketing/Marketing Management, General