Lisa Best Email & Phone Number

Calgary, Ab, Ca

Calgary, Alberta, Canada

• Led the Organization Change Management for key strategic initiatives for ENMAX Energy including the launch of the ENMAX Energy Mobile App, Enhancement of the Virtual Customer Assistance (IVR) technology to add self service functionality, foundational projects to prepare ENMAX Energy and Customer Care for the launch of SMS text messaging, and supported the launch of a team Intramax page for employees under ENMAX Energy but outside the CCC.• Supported the Customer Experience leadership team with preparing for the Corporate rollout of Email Retention policies and the ASK Safety program including helping to shape the reporting to meet the leadership requirements and ensuring the team was successful in exceeding the KPI target for the year.• Managed business readiness activities across the ENMAX Energy organization, including change management assessments, customer journey mapping, support of training activities, communication plans for internal/external customers, and go live preparedness for both leadership and end users.

• Led Organizational Change Management & Business Readiness activities across the Energy Services and Customer Care organizations following IT PMO standards.• Facilitated Salesforce enhancement requests through project readiness, business requirements gathering, testing/validation, training and communication, through to implementation.• Developed and administered project tracking for CE projects throughout the project lifecycle.

Calgary, Alberta, Canada

• Led the Learning and Knowledge Management team who was responsible for Customer Care training, communications and knowledge base.• Prioritized the daily workload in a fast paced constantly changing environment while balancing operational and project requirements.• Assisted in the evaluation and selection of new employees in the Customer Care Organization.

Calgary, Alberta, Canada

• Project lead on developing new training programs, writing technical documentation, investigating and documenting business processes and recommending process efficiencies and updates.• Assisted in maintaining the customer care knowledge base and created web-based simulations and e-learning to enhance the learning experience.• Created and scheduled training events through the ENMAX learning management software and maintained training records in compliance with the ENMAX records management policy.

Calgary, Alberta, Canada

• Delivered classroom training to both new and existing employees on product knowledge, policies and procedures, business processes, technical skills, leadership attributes, and customer service.• Developed and maintained training materials while adhering to program design and adult learning principles.• Consulted with managers and staff regarding the use of skills learned in training and assisted in the removal of barriers for increased utilization of those skills.

Calgary, Alberta, Canada

• Provided excellent customer service to ENMAX customers in the mass market queue.• Peer Mentor assisting peers in developing key skills to exceed core expectations.

Calgary, Alberta, Canada

• Provided excellent customer service to ENMAX customers in the mass market queue.