Most recently led a team in designing and developing to MVP status an all-new IPTV streaming mobile app with cloud DVR for iOS and Android. Continue to evolve the mobile apps by resolving bugs and adding new iterative features. Manage and collaborate directly with UI design team, vendors, agile development team, video engineering, QA team, operations and stakeholders to achieve established goals and milestones - building, testing, and deploying new app builds. Write epics, feature descriptions, create stories, to define the app’s behaviour, function and layout. Monitoring performance and usage of current in-market mobile apps and web browser UI, driving to increase usage and address any technical issues. Seek new opportunities to expand business and widen product offering portfolio.

Managed Cogeco’s EPICO IPTV video platform, maintaining and expanding the service with iterative updates and platform upgrades. Evolving the service based on an established product roadmap. Working directly with vendors to ensure new releases and updates meet quality standards and are delivered on time. Support operational needs by preparing release summaries, process changes, and new equipment requests. Evolving our product experience - driving improvements, refinements and feature requests based on user and platform data.

Represented Ontario and Quebec Operations on a variety of Corporate Projects. Acted as Project Manager for CPE onboarding of both residential and commercial equipment. Owned, evolved and created installation processes for on-site technician, technician tools, and self- install. Inventory management for Ontario and Quebec operations; • managed equipment float levels for customer-facing technicians, network-facing technicians, and contractors • managed equipment float levels for retail storefronts and kiosks • responded to emergency requests for additional equipment and supplies • worked directly with Procurement to secure supplies, consumables, CPE and inventory for our field technicians, retail storefronts and customersOther responsibilities and achievements include communications lead, field trial operator, project manager, Workday support, field support, CPE Onboarding, asset management, and learning & development specialist.

Primary focus on scoping, planning, implementation and support of corporate projects. Managed new departmental projects such as field trials and CPE launches. Liaised and strategized with Project Managers, Organizational Readiness and QA. Identified gaps and provided solutions during planning and implementation.

Resolved technical problems over the phone for Cogeco’s Internet, Phone, TiVo and Cable TV Customers. Scrubbed scheduled Service Calls to reduce service call volume and wait times. Trained new Tier 1 Agents, and provided peer coaching in ICU after new hire training completion.

Provided balanced written feedback regarding call centre agent performance. Mentored peers within the Quality Assurance Department, providing balanced feedback on Productivity, Efficiency, Excel reporting and skills, and day to day tasks. Audited Service Calls and Sales Orders, efficiently determined errors and omissions. Prepared and led Call Calibration meetings with QA Agents, internal Supervisors and Outsource Supervisors. Met monthly one-on-one with Supervisors and discussed Agent opportunities. Improved and refined Contact Centre Troubleshooting processes.

Diffused escalated customers over the phone and in person. Handled a variety of tasks, re-evaluating their priority throughout the day. Delegated tasks to peers in order to achieve optimum efficiency of the SSTO Team. Mentored new and tenured agents. Coached agents on productivity, efficiency; provided balanced feedback at all times. Provided trending and reporting for IP Services and Network Operations Centre.

PPIS Help Desk support, PPIS Projects direct support professional. Assisted PPIS Specialists with corporate and operational projects. Operated Help Desk for contact centre and corporate office, responding to employee PC, Application, and Telecom requests. Multi-tasked and prioritized during Contact Centre peak periods. Resolved desktop PC hardware and software issues. Escalated issues to IT Tier 2 when appropriate. Followed up on support incidents to ensure completion. Re-evaluated priorities and tasks at multiple points throughout each day in order to efficiently meet the needs of staff and management.