Managed Courier Complete business, revenue, product development, support, vision and GTM strategy.Created customer excellence team to increase customer retention and satisfaction.Created culture of team where everyone works together to a common goal and vision.Defined excellent customer support & experience.Established KPI's, metrics and goals for the customer experience team and using the data to drive insight and incremental improvements.Broke down communication barriers to achieve exceptional customer service.Provided support and leadership in dealing with difficult situations.Provided strategic advice and options for executives to make informed decisions.Provided excellent software solutions to streamline manual processes.Nurtured high value client partnerships by building trusting relationships.Maintaining balance between advocating for your client, but also managing proper expectations and ensuring that the business is profitable.Caring not only for our customers but also my team.

Providing leadership to a team of senior developers and BA's (onshore as well as offshore). Consulting with clients and working with them to create solutions that make their work simpler and easier.

Business Analyst> Lead Business Analyst for Ipsos’ leading online survey tool (Interactive Forums).Responsibilities:• Created and coordinated project plans to support system testing efforts and implementations for business system initiatives as well as technical and infrastructure changes and upgrades.• Gathered requirements and coordinated projects with numerous teams throughout the world: development in Romania, testing team in New York and clients in Vancouver, Winnipeg and Paris. • Provided use cases, workflow and mockups as required.• Consulted with business units to gather requirements and recommend solutions to their needs.• Conducted JAD sessions with SME’s (Subject Matter Experts).• Provided support, training and mentoring as needed to appropriate personnel.Results:• Assisted in establishing Business Analyst best practices. • Created a robust online survey tool.

IT Business Analyst> Lead Business Analyst for the revamping of Sun Life’s member site (www.sunlife.ca/member). Assisted in restructuring login and authentication of logging into Sun Life’s member site.Responsibilities:• Created functional and design requirements based on numerous stakeholder interviews and coordinated with clients to ensure needs were met and changes were communicated.• Created a Test Strategy, Plan, Situations and Use Cases.• Organized efforts from 3 different IT departments to coordinate changes being implemented.• Primary business analyst for Disaster Recovery effort – created and executed various test plans to ensure that the recovery strategy was timely and appropriate.• Established accessibility requirements for Sun Life’s member site and tested the site to ensure that pages met W3C accessibility standards.Results:• Created a member site with an entirely new look and feel and improved site navigation. Increased security and accessibility of the site with the implementation of the new accessibility, sign in and authentication models.

Business Analyst> Converted data housed on a vendor’s database using ETL’s so that Hewitt could administer the information on their system.Responsibilities:• Assisted in a web conversion of one of Hewitt’s largest client.• Developed timeline and resource requirements based on estimated workload utilizing SDLC methodologies.• Liaised with the project owners and vendors and advised on project status, issues and risks.• Created specifications and file requirements for conversion of data between Hewitt and their vendors.• Prepared implementation plans including deliverables and critical milestones.Results:• Successfully assisted in the implementation of system and web functionality for three clients; impacting 30,000+ users.• Established Annual Enrollment Best Practices for all Health Management teams. • Created an SDLC “blueprint” used by all teams so the Annual Enrollment projects were executed in the same manner.• Assisted, mentored, and guided team members and/or project teams when necessary in the completion of tasks.• Created performance measurements for the Quality Assurance team.

Business Analyst> Established documents, procedures and training to support Advocis’ reorganization, merger and CRM changeover.Results:• Created an intranet to house all the information (user and process documentation) that was created during the transition between CRM modules. The Intranet was further used as an internal communication tool for staff and management.