Leading partner reseller and direct customer acquisitions with AMEA/European Sales team and directing Managed Services of existing N8 Identity TheAccessHub customers. Manage Consulting and Services partnerships, where N8 provides Professional Services to design and implement other vendor software as well as provide Managed Services, supporting the software at the client after implementation.

Lead delivery of Managed Services and all Project deliverables across multiple clients, including managing day to day client communication and interaction. Track and monitor tasks and activities, providing daily guidance to N8 technical and support team members, to ensure meeting client deliverables on plan. Chair weekly and monthly client check-ins including coordinate gathering of related management reports. Manage PMO, establishing detailed project schedules, including functional and technical resource requirements, ensuring alignment with key milestones across clients. Customer facing, first point of contact.

Project Manager for Infrastructure related initiatives. Project lead for Infrastructure tasks on corporate projects. Manager, Helpdesk, directing case volume across Information Systems (IS) Analysts and other Infrastructure/Network support resources in Canada and United States. Monitor active case issues, balancing priorities toward quick resolution and preventing escalation/dealing with escalated issues. Help build the IS Helpdesk brand as a strong, able partner in resolving user issues quickly, competently and completely at first point of contact. Provide daily customer service advice and guidance to IS Analysts. Oversee service outage instances, ensuring right resources engaged, manage communication of tasks and timelines to business and partners until return to normal service occurs. Provide recommendations and document change requirements for Microsoft CRM Dynamics Case Management system to improve IS issue management process and customer service experience. Complete Quality Assurance and User Acceptance Testing and related documentation for Microsoft CRM Dynamics Case Management implementation for IS Helpdesk. Assist with Key Performance Indicator and Root Cause metric reporting, analysis and reviews with senior management.

Responsible for defining functional requirements, business rules & user experience for internal and external facing web applications on all project initiatives, working with internal and external technology teams and business unit partners. Required to have a strategic and long-term focus to ensure current initiatives can be leveraged for future enhancements. Built strong working partnerships with government and financial institution client representatives. Owner of services, content and strategy delivered in client channels: Web, IVR, e-mail and print. Partner in facilitating review of client requests to determine and then document client solution proposals. Supported team during resource challenges by fulfilling Business Analyst role, coordinating requirement workshops, updating/writing new Business Implementation Requirement/Use Case documents and coordinating reviews and sign off's, on top of regular duties.

Responsible for evaluating educational service software products for import to the Canadian market and lead the development of the business case for the products selected. Co-lead the development of responses to financial service Requests for Proposals in the government sector. Defined a 5-year online service strategy to a detail level allowing for completion of technical cost, volume and savings estimates. Responsible to review statement of work content of successful bids and ensure requirements documented satisfy the client’s channel directives when implemented. Owner of services, content and strategy delivered in client channels: Web, IVR, e-mail and print.

Managed a team supporting front-line staff with business product knowledge support. Work with the team to provide guidance and direction as needed, toward improving team effectiveness and individual performance. Develop individual and team performance objectives and measures, and complete performance reviews. Effectively supported departmental and corporate objectives by allocating team resources across projects to ensure work was completed within plan. Owner of content and strategy delivered in client channels: Web, IVR, e-mail and print.

Business and functional lead for all projects involving borrower communication and channel delivery, ensuring quality and consistency across channels. Responsible for defining requirements for all functionality delivered on client web sites including user experience and look and feel advice.

Responsible for writing and obtaining client approval of all borrower communication content (Web, IVR and print). Required working with business stakeholders to ensure content met business needs and delivering approved content to project teams to the project schedule. Responsible to design communication schedule and strategy to meet client statement of work requirements.

Supported the corporate marketing team in delivery of internal and external marketing initiatives and student loan related communication products.

Developed new and strengthened existing relationships with government, financial institutions, post-secondary educational institutions, and student association representatives in the province of Alberta. I also managed the province of British Columbia for 12 months covering a maternity leave. Attended local, provincial and national association meetings of students, educational professionals and governments. Presented frequently in front of large groups. Responsible to plan and execute activities, including budget, to meet established objectives. Trained and managed teams of 20-50 temporary staff located across the province during semi-annual projects.

Progressively moved through different roles within the Contact Centre division, including; front-line CSR, supervisor, project manager (for contact centre initiatives), subject matter expert for corporate projects, and on-site representative at partner organizations to oversee outsourced operations.