Toni Peter, Pmp Email & Phone Number

Baden, ON, CA

Canada

Working on an Agile Kanban squad as the Service Request Manager. Enabling business requests while supporting our MarTech stack and Adobe Experience Manager platform.

Waterloo, Ontario, Canada

Waterloo, Ontario, Canada

Business Systems Consultant in IT focused on the Digital Solutions- Content Management Systems portfolio. I work supporting our Global websites on the Adobe Experience Manager system.

Waterloo, Ontario

• Represent the SLF Canada Client Care Centre on Cross-Business Unit (XBU) projects – including Group Benefits, Group Retirement Services, and Individual Insurance.
• Work in Waterfall, Agile or Lean methodology
• Create and manage user stories in JIRA
• Prioritize backlog with Product Owner and IT to plan upcoming sprints and resource allocation
• Present project status updates to leadership
• Facilitate daily stand up meetings, sprint planning meetings, and celebrations

Waterloo, Ontario, Canada

• Identified waste, researched solutions, and built business cases for process improvement opportunities in call centre operations
• Worked with stakeholders and subject matter experts to understand their business needs and turn data into meaningful action
• Presented proposed solutions and business cases to executive leadership
• Partnered with other Process teams to provide project support across business areas
• Completed Lean-Six Sigma Green Belt training through the University of Michigan Engineering faculty

Waterloo, Ontario

• Lead a high-functioning team of 5 full-time Intraday Specialists and 4 back-up staff
• Worked with leadership in all lines of business to integrate resource planning policies and practices for 5 call centres and more than 45 queues
• Balanced staffing, routing, and budgetary constraints to meet internal and external client service expectations
• Wrote macros and formulas to automate reporting tools in MS Excel - reducing manual input and team preparation time by 3 hrs per day
• Created a team inbox structure and work plan that reduced rework by 2 hrs per day
• Assisted in training and implementing new scheduling and forecasting software (IEX TotalView) for approximately 1000 people reducing non-value-added work by 5 hrs a day

Waterloo, Ontario, Canada

• Manipulated queue skilling and schedules of on-phones agents and specialized support staff to reach a target of answering 70% of calls within 20 seconds in twenty separate call queues
• Optimized shifts and intraday activities at a 15-minute interval for approximately 500 staff in 4 locations
• Reported daily and weekly on the performance of service metrics to the leadership team
• Participated in weekly client tours to present an overview of intraday call centre management and help win $1M+ contracts

Waterloo, Ontario

• Processed client withdrawals and transfers on Guaranteed Savings and Retirement products
• Contacted advisors and clients for clarification on incomplete requests
• Used Lotus Notes, Customer Service Workbench, LA, and Ingenium
• Responded to written client and advisor concerns and inquires

Caledon East, Ontario

Assist the EP Officer in finalizing the Town’s first Environmental Progress Action Plan.-Worked with environmental groups and municipal partners to create 3 public education campaigns: Idle-Free, Smog and Energy Awareness, in one summer-Reduced the Town Hall’s energy consumption by 10,000 kW (the average annual consumption of a single house) over 2 months.

Bachelor Of Applied Science (B.A.Sc.), Geological And Earth Sciences/Geosciences

Education record