Linda Cain Email & Phone Number

Mississauga

Responsible for project leadership, administration and support under the direction of the Director of Strategic Projects. D+H is a leading solutions provider to the North American financial services marketplace, providing innovative technology and technology based services to clients across Canada and the United States. D+H is ranked 35th on the most.

Mississauga, Ontario

• Successfully launched 3 critical releases in 2013, managed project including start-up, planning, execution and close-out.
• Delivered 4 critical releases in 2012; presented with 6 awards exemplifying excellence in IT delivery.
• Implemented a new Call Center product (Customer Relationship Management tool/ CRM) which resulted in significantly lowering AHT; 8.5M project.
• Managed testing team and vendor partners to determine if fixes required; prioritized solutions based on business requirements to be delivered; established process improvements for each release
• Collaborated with release team to ensure on track and meeting or exceeding deliverables; agility to react in a timely manner and bring all teams together to meet timelines
• Coached and mentored direct reports in addition to project team; motivated to improve performance and developed leadership skills to be an independent functional team

Toronto, Ontario

• Created, program managed and led annual Contact Center work plan of multi-tiered technology projects; integrated work plans, tracked and reported to management and stakeholders against milestones
• Tracked Contact Center program budget and through effective cost management established a year over year downward trend for shared cost, utilizing available resources efficiently
• Managed speech technology infrastructure integration projects
• Developed and maintained strong relationships with key stakeholders
• Performed Contact Center operations review and recommended platform and infrastructure solutions to meet key business drivers
• Built professional capabilities in the discipline of program and project Management

Mississauga, Ontario

• Project: Bell Mobility Client
• Upgraded 4 Bell Mobility locations (Toronto-2, Montreal-1, Vancouver-1) to Symposium 4.2 and servers from NT OS to Windows; included additional server for back up strategy
• Prime project in addition to Team Lead responsibilities noted below:o Ensured team project tracking documents are up to dateo Created team’s time reporting spreadsheets prior to month end and bringing any anomalies.
• High profile projects located at the Bell Mobility Call Center location, excellent working relationship with the client to install some of the following systems: Symposium, IBM IVR, Witness Call Monitoring, TCS.

Mississauga, Ontario

• Project: Bell Mobility Client
• Managed 12 million dollar voice/data telecommunications budget
• Prime for Call Center design and configuration (integrating CCR, IVR, and CTI functionality) included Virtual Call Center installation project between Toronto and Montreal offices
• Designated liaison to meet with the business on a weekly bases to identify Call Center requirements
• Managed ordering and coordination of all facilities with Bell Canada
• Developed and coordinated implementation of National Summary Billing to streamline billing process of facilities(reduced 100+ bills to 2 invoices)