Michael L. Email & Phone Number

Toronto, ON, CA

Mississauga, Ontario, Canada

• Spearheaded solution and delivery of Digital Ordering Framework to enable multi-channel, multi-brand, multi-product ordering on a single platform using Microservices, Event-driven architecture
• Partnered with cross-functional teams including product managers/owners, solution, architecture, and design to develop and implement ordering framework roadmap
• Designed & Executed features to automate ordering and improved functional flows in Digital & Retail channels.
• Implemented multiple user consumable features with total budget exceeding $30 million for enhanced customer experience and increase revenue generation
• Led and mentored a team of 8 technical product owners to deliver ordering platform features across different channels
• Worked with geographically distributed teams and diverse stakeholders, with ability to work as a team player and go the extra mile to meet deadlines

Toronto, Ontario, Canada

• Develop the product strategy and vision for key Digital features to enable future enhancements
• Oversee the end-to-end product development process, from concept to implementation, go-to-market, and post-launch performance evaluation
• Collaborate cross-functionally with business, technical, marketing, and partner teams to ensure alignment and address challenging issues
• Currently involved in end to end modernization of call center ordering application (inclusive of front end UI, middle layer APIs, backend systems/databases) to increase upsell opportunities (project budget of 20M+)
• Leading a team BAs on projects to outline comprehensive business requirements for scalable and re-usable solutions, delivery of the solutions and identifying solution gaps
• Provide strategic recommendations to senior leadership and maintain visibility

Toronto, Canada Area

Mississauga ON

• Responsible for gathering and producing quality business/systems requirements.
• Ability to produce basic project documentation: Business Process Documents, Test plans, Deployment plans, Normalization plans.
• Involved in reviewing key development and design deliverables, including interface specifications, integration requirements, data schemas, and design documentation
• Beyond the facilitation of the up-front business requirements and system requirements gathering sessions and resulting documentation, the role also involves driving the (UAT) user acceptance testing process, including.
• Reviewing of the test plans and scenarios, review of test results as well as taking responsibility for end to end testing. In some cases executing test cases and directly ensures system integrity.
• In addition, co-ordinate projects by arranging project meetings, producing status documentation and meeting minutes and informing team members of decisions made.

483 Bay Street Toronto, Canada Area

• Ensured Incident Records are properly created, tracked, and closed
• Maintained database for Incident Records
• Ensured the proper approvals are in place before changes are executed
• Managed Major Incident bridges to reduce the mean time to recovery
• Managed resources on bridges to ensure the right people are on the call, and people are being used effectively
• Ensured the Enterprise Incident Management process is followed

333 Bloor Street Toronto ON

• Involved in numerous process engineering projects meant to improve customer experience ranging from In-Store Service Model to the implementation of the centralized processing facility which will save the company.
• Provide automated executive reporting on demand forecast, traffic, churn, benchmark, inventory Management and customer subscriber reports as well as analysis on a daily, monthly and quarterly basis
• Play an integral role in working with Cross functional teams to make sure that new pricing and system feature revisions roll outs does not negatively affect but instead enhance the efficiency of existing production.
• Acquired expert knowledge in Front Line Procedures and Polices for all Rogers LOB (Cable, Wireless, Internet, and Home Phone) and in customer housing systems.
• Spearheaded initiatives on improving business environment, methodology and processes, projects include automation projects on five departments (Customer Operations, Finance, Call Center, Human Resources and Marketing).
• Manage projects from Business Finance, Marketing, Customer Operations and Engineering departments that entail liaising with IT, Business Intelligence making sure all stakeholders are identified and everyone are aligned.

333 Bloor Street

• Manage all aspects of the Supply chain program including policies, processes, forecasting, budgeting, inventory management and production manufacturing.
• Lead and facilitate regular meetings with hardware manufacturers and Vendors to discuss operational impacting issues and feedback on product performances.
• Point of Contact for multiple support groups and act as a Subject Matter Expert (SME) in regards to the program (i.e. call center, back office, retail stores, etc.).
• Generate and distribute monthly reports to manufacturers relating to product performance and call drivers.
• Present quarterly performance results to various levels of management and vendors.
• Implement IT improvements by providing business requirements, building test cases and performing regression testing.

8200 Dixie Road Brampton Ontario

• Monitored team productivity results and develop action plan to enhance team performance.
• Ensured that internal and external customer satisfaction is maintained and exceeded.
• Resolved customer service issues through effective decision making.
• Managed using techniques that support a team centred, revenue generating culture.
• Liaise with colleagues and other departments to support open communication and exchange of information.
• Conducted timely and regular performance reviews for team members to enhance their job and career development.

North Bay Ontario

• Designed training documentation and job assistance tools to improve sales efficiencies.
• Maintained Quality metrics set out by business standards.
• Exceed expectations in managing team performance to ensure team is highly motivated and engaged.
• Communicate and measure individual and team performance targets and objectives.
• Ability to analyze reports to evaluate staff performance
• Chaired team meetings to communicate strategic plans and business vision and identify opportunities for improvement

Associate'S Degree, Criminal Justice And Corrections

Associate'S Degree, Police Foundations

Activities and Societies: Alumi Hockey Varsity TeamGraduated with Honors