Service Coordinator - Power Quality at Houle Electric, BC's leading electrical contractor and systems integrator. I am responsible for coordinating preventative maintenance services, including dispatching technicians, managing customer relationships, and overseeing work orders. Key duties involve scheduling, customer follow-ups, invoicing, and ensuring timely completion of service renewals. Contributing to Houle's mission of empowering communities through innovative electrical solutions and local projects that positively impact people's lives, I collaborate with a passionate team dedicated to delivering safe, reliable power for the future across various sectors including hospitals, universities, airports, and shopping centers.

In my role as a business analyst for the Shaw Business Management Applications - Product Catalogue team, I am tasked to support multiple domain business stakeholders in delivering internal sale price and package modifications within programs such as Salesforce, START, and the business website.I am responsible to:• Delivering highly accurate updates to business customer service management platform, changing pricing and packages to our business team specifications.• Ensure functional requirements are captured correctly to ensure business needs are met.• Discuss and clarify gaps from business requirements obtained so we have no gaps at the time of implementation.• Ensure minimum functionality and usability impact.• Perform impact analysis on the business ask.• Ensure vendor documentation is correctly outlining the functionality and there are no gaps.• Review and approve acceptance criteria and designs.• Working with solution architects to accomplish best single or multi-domain solution.• Ensure functionalities are thoroughly checked before prod deployment.• Proactively respond to production issues and help in triage and fix prioritization.• Staying in touch with end users for ongoing improvements.• Internal and cross-department process improvements.• Provide intake to implementation, cycle time, and lead time statistics reports to senior leaders.Rogers Communications acquired Shaw Communications April 2023, I have displayed both companies in my experience section with duplicated information for the role duration.

As a Senior Project Coordinator I am supporting effective and efficient information management and communication. With my deliverables I help to enable increased productivity and focus of the teams I support, as well as enabling overall project delivery and go to market strategies.Duties include:• Tracking and providing update reports of internal projects in Shaw's Business Management Applications team portfolio.• Project Planning – support the creation and management of project schedule dashboards while managing the portfolio program intake process.• Status Reporting & Communications – support ongoing status reporting processes, managing communications as required.• Program & Project Deliverables Tracking, QA & Compliance – manage Jira and SharePoint sites and documents, track project deliverable approvals and support project compliance processes.• Support Trial roll-out & delivery – Coordinating trial participants, access and permissions, monitoring and reporting on trial successes or issue. Ensure trial defects and SIT are aligned.• Risk, Issues, Decisions & Change Tracking – track and update various logs and report as required• Financial Tracking & Reporting – Ensure financial forecasts are being updated on a timely basis.• Contracts & Invoice Management- track contracts, SOWs, purchase orders, invoices, and provide reconciliation support for accruals.• Resource Management – tracking of resource requests, track contractor contracts and timesheets, perform analysis for capacity and demand purposes, manage onboarding and off boarding processes.• Meeting Support– support preparation and follow up for program meetings, calendar invites, slide packs, meeting minutes, actions and follow up.Projects include:• Bi-weekly strategic planning & delivery report on departmental performance metrics.• IDEA Portal through Aha platform idea submission management.• START (CSM platform) project deliverable reporting.• SOC cybersecurity reporting through Kenna.

Business Management Application (BMA)Content Creation:• Produced impactful internal communications, including presentations and articles.• Collaborated with internal stakeholders to integrate employee communications content.• Executed, monitored, and improved the effectiveness of employee communications strategy.• Wrote, edited, and produced impactful internal communications.Communication Execution:• Executed tactical strategies for communications, training, and engagement content for IT project communication strategies.• Managed department communication processes and optimized workflows.• Supported the creation, execution, and evaluation of employee training and communications strategies.• Orchestrated internal communications, crisis management, and incident communication.• Crafted executive-level communications for strategic alignment.• Executed communication action plans, timelines, and deliverables to drive engagement, and deliver results.• Produced internal communications, including presentations, scripts, briefing documents, intranet articles, and emails.• Supported internal social media communications to strengthen BMA cross-departmental employee value scores.Organizational Change Management (OCM), Communications for BMA team:• Provided support to the internal user experience redesign project, working closely to bridge the collaboration gap between end user stakeholders and architects designing the program.• Collaborated with end users to enhance productivity.• Provided OCM and communications efforts for Wireline and Wireless teams.• Raised awareness of incidents/outages in real time while triaging the issues.• Executed change within the IT space, transforming relationships within the organization.• Participated in diversity and inclusion weekly events to assist with diversity performance objectives.• Assisted other departments with miscellaneous communication and OCM tasks.

First point of contact for customers and technicians. Customer installations and service calls were the primary focus for our team, ensuring any challenges with the installation process have been addressed from our infrastructure and customer management software perspective. Communicate with support and advanced tech operations to resolute issues that cannot be fixed with tier 2 access. Support for technicians in the field to ensure their jobs are done with ease and provide resolutions to the issues they may experience in the field.• Proficiently handled technical and billing inquiries from customers.• Emphasized customer satisfaction through call-backs, mentoring, and leading specialized projects.• Evolving from resolving technical/billing issues to higher-tier department collaboration.• Facilitating training, projects, and creating reference materials based on emerging trends.• Addressed billing system errors and built strong customer relationships.

As an eCare agent, my tasks drive me to effectively navigate computer applications while communicating with multiple customers at the same time via our online chat platform.The role deliverables are diverse with billing, troubleshooting, and conflict management at the core of most every interaction.

As a TSR, I was responsible to handle inbound customer calls to provide Technical Support over the phone, educated customers on products and features and walking them through steps on resolving their issues.• Top 5% leader in first call resolution.• Coaching team members and new hires.• Helping with supervisor escalations and callback requests.

In my role as a business analyst for the Rogers Business Management Applications - Product Catalogue team, I am tasked to support multiple domain business stakeholders in delivering internal sale price and package modifications within programs such as Salesforce, START, and the business website.I am responsible to:• Delivering highly accurate updates to business customer service management platform, changing pricing and packages to our business team specifications.• Ensure functional requirements are captured correctly to ensure business needs are met.• Discuss and clarify gaps from business requirements obtained so we have no gaps at the time of implementation.• Ensure minimum functionality and usability impact.• Perform impact analysis on the business ask.• Ensure vendor documentation is correctly outlining the functionality and there are no gaps.• Review and approve acceptance criteria and designs.• Working with solution architects to accomplish best single or multi-domain solution.• Ensure functionalities are thoroughly checked before prod deployment.• Proactively respond to production issues and help in triage and fix prioritization.• Staying in touch with end users for ongoing improvements.• Internal and cross-department process improvements.• Provide intake to implementation, cycle time, and lead time statistics reports to senior leaders.Rogers Communications acquired Shaw Communications April 2023, I have displayed both companies in my experience section with duplicated information for the role duration.

Assisting customers with their sales, customer service, and technical support needs