Collaborate with customer service front line teams to augment and develop processes that improve overall customer satisfaction.Lead a team of Subject Matter Experts identifying opportunity for change and process improvement.  Analyze data and make recommendations for process improvement to improve the customer experience.Prioritize workload and set direction for team, ensuring team success and goals based on strategic direction and executive results.

Member of the Bell Aliant Executive Management Team. Defined yearly strategic direction and yearly business plan for Bell Aliant’s operations in Ontario, with a strong focus on increasing overall customer satisfaction. Lead and develop a team to challenge practices in order to improve the customer experience.Developed and initiated programs changing objectives and standardized employee training. Improved customer satisfaction by 12% while reducing overall… Show more Member of the Bell Aliant Executive Management Team. Defined yearly strategic direction and yearly business plan for Bell Aliant’s operations in Ontario, with a strong focus on increasing overall customer satisfaction. Lead and develop a team to challenge practices in order to improve the customer experience.Developed and initiated programs changing objectives and standardized employee training. Improved customer satisfaction by 12% while reducing overall expense. Collaborated with Government funding partners to develop business cases/plans that generated $3.8M of funding to deliver internet services to rural Ontario. Supervise a team of 53 area managers and 489 technicians across Ontario. Responsible to develop annual expense and capital plans for business unit and accountable for year-end fiscal budgets management and targets. Reduced yearly expense while increasing overall customer satisfaction. Show less

Defined strategy and business plan for Bell Canada's Community Relations portfolio for Northern Ontario.Developed and implemented Bell Canada’s Aboriginal Affairs policy working with Aboriginal leaders across Ontario driving programs that benefit Bell Canada and drive a revenue sharing model to First Nations Communities. Built strategic alliances with both internal and external stakeholders that resulted in more favourable media/public relations while boosting employee morale… Show more Defined strategy and business plan for Bell Canada's Community Relations portfolio for Northern Ontario.Developed and implemented Bell Canada’s Aboriginal Affairs policy working with Aboriginal leaders across Ontario driving programs that benefit Bell Canada and drive a revenue sharing model to First Nations Communities. Built strategic alliances with both internal and external stakeholders that resulted in more favourable media/public relations while boosting employee morale. Directed community teams across Ontario increasing corporate visibility, employee volunteerism while reducing overall. Show less