Effectively created the roadmap strategy for Outside Plant (OSP) design and construction, from concept to execution for the Northern Alberta region (Edmonton, Central and Fort McMurray). Led diverse project teams of up to 35 direct reports based in the Edmonton and Red Deer offices.o Led regular status and strategy discussions with design, construction and installation support teams, in effort to drive down project cost, clear and reduce roadblocks, and achieve customer satisfactiono Coach and counsel team members towards improved performance. Evaluate skills, identify and implement training requirements. Conduct performance evaluations and make recommendationso Managed multiple vendor relationships and contracts for Engineering and Construction o Assisted in city/municipal/utility permit acquisitions, pole/cable relocations and ownership disputes, and negotiations

Managed the daily operations of a high-volume call center supporting 3.5 million customers across 5 provinces, leading a team of 30 direct technical support professionals and supporting 200 indirect reports.o Initiated new ideas to achieve optimal service levels; handled escalated matters; consistently improved quality scoreso Utilized KPI metrics to help guide team performance through behavior-driven coaching.o Manage the performance of each employee: setting objectives, assessing performance, coaching for improvement and recommending disciplinary actiono Led recruitment initiatives including Interviewing, Hiring and On Boarding of new staff

Led a team of 25 direct outside sales professionals responsible for generating new consumer business. Supported an additional 45 indirect reports.o Coordinated sales objectives and strategies ensuring execution to meet/exceed corporate goals.o Managed activities of sales team including training, employee development and performance evaluations.o Developed sales marketing and product knowledge for team.o Led recruitment initiatives including Interviewing, Hiring and On Boarding of new staff

Oversee the day-to-day operations of a high volume contact center monitoring service levels including, call volume, avg talk time, avg speed of answero Acting leader in the absence of managemento Assisted in coaching team members towards improved performanceo Managed escalated customer and difficult service requests

o Provided outstanding service and support to customers related to: products, billing, payment negotiation, technical and service requests o Managed challenging customers and requests with professionalismo Identified and shared suggestions for process improvements o Advanced to support tier 2 support within first nine monthso Mentored new employees