Susan Chiu, P. Eng Email & Phone Number

Montreal, QC, CA

Montreal, Quebec, Canada

• Developed and executed an aggressive growth plan for smart routing products, expanding the smart call routing product portfolio to achieve eight-figure incremental annual revenue, exceeding year-end targets by 40%.
• Advocated for and secured funding to sponsor AI/ML projects within program, successfully demonstrating business opportunity and achieving a 5x return on investment (ROI).
• Launched features to increase operational efficiency: - Accelerate call center agents’ time… Show more
• Launched features to increase operational efficiency: - Accelerate call center agents’ time to proficiency, resulting in 10% reduction in handle time - Redirecting 8% of misdirected calls in queues, resulting in 35%.
• Conducted market research and competitive analysis to identify new opportunities. Proactively reached out to external vendors to integrate creative solutions to refine the product, ensuring its relevance in a rapidly.

Montreal, Quebec, Canada

• Managed a product portfolio, driving 40% growth of an eight-figure revenue level through strategic initiatives.
• Influenced partner teams to align priorities and activities with business objectives, ensuring strategic alignment and effective execution.
• Defined product roadmap and coordinated a team of 10-12 developers and data analysts, ensuring high-quality deliverables and maintaining product health
• Launched three AI-based call routing solutions, improving sales close rates… Show more
• Launched three AI-based call routing solutions, improving sales close rates by 20% and customer retention by 4%, generating $7M in annual revenue Show less

Montreal, Canada Area

• 11-Time recipient of IT Breakthrough Awards for exceeding business objectives that support Bell’s 6 Strategic Imperatives and showcasing core competencies of the Leadership Success Profile
• Developed system specifications and design requirements for Bell’s Customer Communication Engine, delivering omni-channel solutions with 30M+ interactions per month via email, SMS, paper, calls, and push.
• Developed system specifications and design requirements for Bell’s… Show more
• Developed system specifications and design requirements for Bell’s Billing and Invoice platform and identified solution risks, mitigations and dependencies; supporting resolution with sponsors and project teams
• Facilitate, coordinate, participate in workshops/walkthroughs related to various project deliverables,
• Negotiate and ensure correctness of business requirements

Montreal, Canada Area

• Delivered services within site engineering, integration, configuration and/or support of products and networks in accordance to customer’s requirements including hardware, operating systems, application software, IP.
• Participated in maintenance service and updates/upgrades to a customer’s existing solution or live network that include troubleshooting, identifying and isolating malfunctioning systems/nodes and to apply resolving.
• Created, executed… Show more
• Created, executed, and documented test cases for acceptance test procedures and records, leading to a 10% increase in project efficiency
• Interacted with customer’s technical staff, service engineers, PDU, and other groups within the Service Delivery organization. Providing consultative service toward customer networks
• Experience with Ericsson Products (EMA, Consistency Checker), network management and provisioning (SNMP, LDAP). HP servers (x86), VMWare/Vsphere Client, Dell Storage Array (MD3620f) Show less

Montreal, Canada Area

Montreal, Canada Area

• Received company special recognition award. Rewarded by Lockheed Martin Canada Supervisor for the support and achievement of major milestone in environmental testing for the CMCS HCM Super-Console.
• Design of test rigs to be used for Environment Qualification testing
• Review requirements, requirements allocation and trade studies (Familiarize MIL-STD-810G: Department of Defense Test Method Standard)
• Support with maintenance of the super-console’s software side
• Liaise… Show more
• Liaise with technical authority/agencies on the subject of qualification testing and results. Presented to the Department of National Defense (DND) the cumulative results of the environmental tests

Montreal, Canada Area

• Maintain telecom software released to Ericsson’s WCDMA and GSM customers
• Update all of the company's networks with the latest versions of our telecom software for testing purposes and perform the necessary backups
• Trouble Report handling in GSM & WCDM Networks
• Take proactive steps to ensure that the control rooms in the Test Plants are in good working order, and to support the team in maintaining an efficient and safe test plant environment, including the… Show more
• Take proactive steps to ensure that the control rooms in the Test Plants are in good working order, and to support the team in maintaining an efficient and safe test plant environment, including the infrastructure
• Help support telecom software specific to different products and projects

Montreal, Canada Area

Professional Development Certificate, Data Science And Machine Learning

Certificate Of Completion Level 2, Business Analysis

Bachelor Of Engineering, Electrical Engineering

Activities and Societies: Delta Phi Epsilon Sorority Member of the Institute for Co-operative Education - Winner of the 2012 Employer's.

Diploma Of Collegial Studies, Health Science