Responsible to work cross functionally & lead a team of managers to identify & implement business process improvement initiatives to increase Key Performance Indicators through optimization of processes & simplify end to end customer experience. Expertise in delving deeply into complex business problems & implementing long-term solutions that improve customer & client care agent experience. Accountable for requirements definition taking into consideration cost, speed and quality.Top Accomplishments- First ever to create & deliver a digital transformation strategy that resulted in over 2 million in onlinecustomer adoption and 36K+ app installs.- Supported over 300 Design and Delivery projects as subject matter expert with the accountability toensure flawless execution & explicit readiness/change management plans put in place.- Successfully executed on 100+ business process improvements driving increased revenues and frontline agent/customer simplifications totaling 3.2M+ in benefits.- Built world class Branded Communication Strategy allowing for quick, bite-size summaries to be shared with impacted teams reducing training time and increasing awareness.- Sought for my deep expertise in Digital space thereby contributing to the successful build of Speech to Text NLP (Natural Language Processing) model generating high efficiency gains .

Responsible for the relationship & monitoring of our external partner performance in the areas of customer satisfaction, sales and service.

Responsible for managing & providing direction to 16 separate & distinct backoffice teams for the entire Bell Mobility Eastern Region. Managed a staff of 10 team leaders & over 220 senior highly skilled team members.

Responsible for managing & providing direction to a team of leaders who perform project management duties involving cross-functional teams focused on delivery of internal products or administrative systems. Aside from overseeing plans, directing schedules as well as project budgets, responsible to monitor programs/projects from initiation through delivery and interfacing with internal customers or department personnel.