Senior business analyst for a variety of projects including the Smart Meter project and the ERP project.

• Developed and implemented Business and IT plans for capital and expense projects associated with new processes, tools and technology ensuring revenue and productivity improvement. • Developed and championed unique solutions to replace complex ordering and Customer Relationship Management (CRM) systems solving complex business issues.• Conducted in-depth technology assessments that resulted in new system adoptions, adaptations, and/or discontinuation of legacy systems.• Developed business cases (cost/benefit analysis) for programs and projects of various sizes, and complexity.

• Spearheaded expense saving initiatives and conducted performance audits for customer care.• Consulted and advised senior leadership and planning teams on specific industry standards; Customer Operations Performance Center (COPC) and Service Quality Management (SQM).• Headed the business continuity pandemic preparedness plan for Customer Care allowing for a comprehensive plan to enable the Bell Aliant Contact Center during a major disruption.• Developed and provided weekly reporting to the executive to manage Customer Care performance.• Conducted operational assessments for workforce management, collections processes, and overall business process effectiveness.

• Facilitated alignment of the Contact Centers within Bell Aliant to the high performance framework prescribed by the COPC Contact Centre industry standard.• Championed and managed the implementation of associated projects across various Customer Care key customer facing processes, and key supporting processes.

• Researched industry trends and worked with Bell Aliant senior leadership, Bell, and industry experts to facilitate the creation of a strategy to guide the Contact Center.• Led, guided and advised the senior leadership team in key decisions for improving performance.• Developed and effectively delivered presentations to guide Contact Centre teams in the development of business plans that supported Bell Aliant’s direction and merger activities.• Championed and introduced Bell Aliant to the high performance model prescribed by the COPC standard.• Performed other high level ‘confidential planning’ on Bell and Bell Aliant Contact Centre initiatives.• Represented Bell Aliant at a national level for the Contact Center Strategic Form (CCSF), APQC, and various conferences.

• Managed relationships between the various Contact Centers across the Atlantic Provinces and the marketing groups of Aliant.• Led and advised stakeholders of the sales capability and capacity of Aliant Contact Centers.• Constructed and managed the channel sales forecasts for Aliant.• Developed sales campaigns and sales strategies including associated incentive plans to drive sales performance in all inbound Customer Care sales entities

• Managed Customer Care employees for residential and business accounts including accounts receivable.• Oversaw business activities including sales programs and incentives, budgets, customer concerns and escalations for the Customer Care Centre.