Oversee 26 Client Representatives from three separate and distinct teams. Act as liaison with external customers and competitors. Ensure orders processed as required and within timelines as per CRTC regulations to prevent penalties. Functions include revenue collection for Trunkside Billing and Collections portfolios. Investigating usage, issuing adjustments for volume usage and processing settlement for Collections Delivery of products to Wholesale Customers such as CCS7 Links and Transiting, Equal access Services, 800 Services, Local Services, Wireless, Co-Location, and Billed number Screening. As the Bell Canada representative on NCAMS, I attend monthly and other required meetings with all ILECs across Canada to discuss issues with ordering and access to systems for all Trunk related products and services.

I was selected to assist the Contract Management Team during a backlog situation. I was able to get required training and work independently within a very short period of time. My main responsibility was to create new contract agreements for Bell Wholesale Customers for all of our products and services. Communication with Sales Representatives and consultation with Legal as required, to complete contract agreement for signing in a timely manner. Document and maintain database for all contracts and agreements. High level of organization and focus required to maintain the many different contracts that were in negotiation. In the short time I was on loan I was able to execute 60 contracts worth over $4.5 million and at times I was required to represent the entire Contract Management team during absences. I also was awarded “Kudos” award for going above and beyond my regular accountabilities to get a project request completed within a very tight timeline.

Selected to manage all departments within the business office for the Wholesale department. Oversaw 5 managers with 60 client reps report to me. Focus on meeting all team targets and managing all customer expectations and escalations. Identify process and reporting gaps and find solutions to improve results. Reporting results and making presentations to the Director of Bell Wholesale. Create quarterly reports and presentations to all Wholesale team members. In the short time that I was on this temporary assignment I was able to improve all department results to meet all targets for year end results and reduce penalty payments to customers. Note: I was able to take on this additional role as Associate Director as well as continue with all of my then current roles and was able to produce high results.

Report to the Associate Director and oversee daily workforce operations for residential wholesale service. Single point of communication for Residential Wholesale customers for migration of Bell services and customers. Implement Residential/Business Voice, DSL, Centrex, and Wholesale lines in the call centre. • Balance work load for multiple call centre environments resulting in enhanced workforce management.• Drive improvement to productivity by ensuring calls and escalations are cleared within prescribed timeframes.• Analyze workforce management, incoming/outgoing load, building forecasts, scheduling, and reports.• Partner with Operations Managers and Ontario Control Centre to meet customer service levels.• Address complex and unusual situations including outages, and system failures.• Manage team of unionized Clerical Associates including performance management and PIP planning.Key Achievements:Exceed targets/key indicators year over yearEmployee team performance best in Wholesale.Reduce credits to customers 60% year over year 2010-2011Order quality 99.1% best in Wholesale 2011.

Selected by Director and Associate Director of Wholesale to oversee a large highly sensitive project to migrate 120 000 customers from one provider to another. Nothing like this had been done before.* Initial planning and co-ordination both internal and externally to set up process map and process flow. * Manage the hiring and training of over 60+ new hires to Bell* Team consisted of over 80 clerical employees * Manage and track high volume of scheduled orders daily* Daily communication with both internal and external stakeholders for this project.* Daily conference call "war room" to ensure no service issues. * Implement new streamline process to reduce provisioning issues. Achievements:Successfully completed migration of all lines from old customer to new customer and all related billing. Multiple commendation letters received for the successful execution of the project. Success of the project resulted in other similar projects being won and process of this project used as template.

Report to the Associate Director and oversee daily workforce operations for Local Migration team.Process CLEC orders to port/migrate Residential/Business Voice, Installation of new dry loops for DSL, Centrex, and Wholesale lines from Bell. • Balance work load and workforce management to meet key indicators as set by CRTC for all customer/CLEC orders.• Drive improvement to productivity by ensuring calls and escalations are cleared within prescribed timeframes.• Analyze workforce management, incoming/outgoing load, building forecasts, scheduling, and reports.• Partner with Operations Managers and Ontario Control Centre to meet customer service levels.• Address complex and unusual situations including missed appointments, failed provisioning issues, outages, and system failures.• Manage team of 40 unionized Clerical Associates Achievements:Process high volume of orders daily while meeting key indicators.Reduction in rejected orders by 40%Process improvements and system enhancements saw EQE redcution of 75%.