Lisa Leslie Email & Phone Number

• Designed and implemented a Process Maturity Assessment matrix which is being used to assess the Agency’s core business processes and determine their current maturity ranking; this data is being used to compare against benchmark figures as provided by a third party Vendor in 2011, to ensure the Agency is progressing along the desired improvement path • Updated and documented end-to-end process flows for many of the Agency processes. By applying Lean methodology, identified areas in which the processes and supporting tools can be streamlined and strengthened, and the touch points reduced • Mapped and developed supporting documentation for an Early Life Support process, identifying timelines, warranty duration, roles and responsibilities, and in/out-of-scope tasks. The ELS process is a support mechanism to aid the project teams in the launch of new initiatives such as cGTA by the Agency • Initiated a monitoring tool to track the progress of improvements identified during a process review; this allows all necessary information to be socialized to the various levels of management in a easily consumable snapshot

Toronto, On

• Designed, documented and implemented new end-to-end processes and order procedures, including discovery and sales, account creation, installation and onboarding, credit and collections, service, billing and retention, to enhance the Client experience, build loyalty and reflect corporate policies and values • Reviewed existing business practices, policies and processes; executed gap identification/analysis that optimized operational effectiveness and supported an improved customer experience• Developed and documented detailed training, reference documentation and policies, all of which were added to a centralized library, ensuring the consistency of information between departments, a thorough understanding of the required concepts and improved adherence to business practices • Working with cross-functional teams, project managed initiatives from concept to implementation, resulting in OPEX savings, operational efficiencies and increased revenue• Authored internal bulletins and customer-facing documentation geared towards information sharing and process clarification • Initiated and facilitated conference calls, meetings and focus groups. Identified and addressed obstacles, and negotiated successful resolutions• Created and socialized project documentation, business requirements, updates, presentations and reports to all required audiences• Developed, managed and tracked various problem logs used to identify, troubleshoot and successfully resolve both new and outstanding issues and risks, which resulted in improved lines of sight to the projects and aided in the successful implementation of the initiatives

Toronto, On

• Designed, developed and executed use cases for Operational Readiness Testing for several large projects within the HomePhone and Wireless divisions. Ensured new processes and systems were compatible within the Industry • Acted as a liaison between various levels of management and internal departments, ensuring issues were presented, investigated and addressed in a timely manner and that resolutions met the needs of all stakeholders• Customized, managed and tracked problem logs used to identify, troubleshoot and successfully resolve both new and outstanding issues, which resulted in improved productivity and overall order effectiveness• Designed and implemented a new ticketing process to allow tickets to be created quickly and accurately, ultimately leading to the efficient resolution of issues• Developed and documented relevant reference documentation for the client representative team, which was adopted cross-functionally and added to a centralized process site

Barrie, On

• Championed the development and implementation of major systems used by Bell Canada and Partner Telephone companies, resulting in the live provisioning of features and long distance services for national and regional customers • Acted in an advisory capacity with various levels of management and Project Teams, influencing process and system related decisions, resulting in numerous productivity and efficiency gains • Coordinated and effectively led a team in the support of various internal projects, ensuring all work required to be actioned was completed prior to the deadlines, and the results communicated to the Project Teams• Designed and delivered concise training, reference and process materials, ensuring consistency of information and a thorough understanding of the concepts and documentation provided• Customized ongoing coaching and training of the various order entry and billing systems, PIC Care and Toll LSP tools, long distance products and services supported by the Centre, resulting in a highly successful and professional team• Subject Matter Expert on processes, systems and tools; frequently being called upon to action complex service requests such as Direct Access Lines (DAL’s) and Open Border Coverage DAL’s• Accepted in-charge and acting managerial assignments as well as frequently and methodically resolved internal and customer escalations for the client representative team creating a win-win situation for all parties involved • Maintained an external account base, managing and implementing customer projects and customized solutions ensuring all customer needs and expectations were met, and in most cases, surpassed

Barrie, On

• Project Managed the implementation of the Bell portfolio of toll products and services at national and regional levels, employing creative solutions to meet the diverse needs of the companies client base• Acted as the customers advocate ensuring any queries or billing concerns were resolved in a timely manner, resulting in improved customer satisfaction and loyalty to Bell Canada• Involved in special assignments resulting in improved and streamlined operational methods and procedures within the Centre