About Us & Our Work

Providing Business Development Coaching to both individuals and businesses. 
Utilizing effective communication and interpersonal skills to ​foster positive environments that empower and engage. Leveraging data analysis and creative problem-solving to increase productivity, organizational effectiveness and the customer experience. 
Over 30 years of experience across a multitude of disciplines and industries.

Creating superior Experiences through Technology, Process Improvement and People guided by Leadership driven by Vision

Extensive experience building bridges between diverse interests. Delivering new business alternatives to existing technology and processes enabling people to excel at what they do best.

OPERATIONAL LEAD FOR MULTIPLE CONCURRENT PROJECTS

Inherited Contact Centre ecosystem requiring major development and/ or replacement, which resulted in the initiation of multiple intersecting projects concurrently impacting all Contact Centre operations including the National Workforce Management (Back Office and Contact Centres), the Data Reporting & Analysis and Business Development Teams.

  • Initiated Coordination of multiple concurrent national projects impacting up to 14 Contact Centres and the Benefit Payment Offices for approx. 3,000 Users:
    • Pegga Robotics Upgrade Project
    • Windows 10 Migration Project 
    • Hardware migrations to laptops from desktop terminals & VOIP Applications from desktop phones
    • Office 365 E5 Upgrade including socialization and demonstrations of new Collaboration Tools for Contact Centre Leaders
    • Reporting ecosystem migrations to MS Power-BI/ Azure
    • Multiple Contact Centre Platform Migrations
    • Initiate the development of Citizen Development Team utilizing Premium MS Power Platform
  • These projects’ timelines transformed the business technology to employ new Contact Centre Workforce Suite (WFM/ Quality/ Analytics) and Telephony Platform while simultaneously migrating the data-layer to Azure and Reporting from MS Excel to Power-BI. Providing guidance to Migration and training schedules, requirements gathering, process development (current state and future state) and leading knowledge transfer.  Provided guidance within the Training Tower, Migration Tower and Governance.  Concurrent development of Citizen Development Team and deployment of a multitude of Premium MS Power Platform Applications digitally transforming most process workflows. 
  • Realised over 20-MIL in annualized cost savings 

ENTERPRISE CLIENT SELF-SERVE FULFILLMENT PORTAL PROGRAM END-TO-END

The TELUS Corporate Client on-line Self-Serve e-commerce tool inherited required major development or replacement due to lack of resourcing and leadership.

  • Initiated a project to create a new Corporate Personalized Self-Serve e-commerce environment which respected each respective clients' Wireless Contract; secured capital requirements which included Business Requirements Document (BRD) & Business Case, financial reviews & presentations to Executive; leading all business decisions on development, implementation, launch and supporting internal & external marketing efforts, client training, on-boarding and user documentations.
  • Development team’s utilized Jira tool and the agile scrum methodology (2-week sprints); executed scheduled KPI, Project and financial reviews and tracked project expenditures in SAP.
  • Project exceeded recapture of investment projections:
    • Achieving a 300% return on capital within 1-yr of product launch
    • 50% of 5-year NPV achieved within 18-months
    • Project delivered new property: TELUS Enterprise Webstore, on time and on budget
    • Realized Millions in downstream savings from multiple e-commerce projects development costs through the scalability built into chosen platform – Oracle ATG Multi-Site 10.0 and Web Centre Sites CMS
    • Delivered the first capability to provide low cost web based Direct Fulfilment for TELUS Corporate Employee Purchase Programs featuring credit checks, wireless account creation & secure credit card processing at Millions of dollars projected savings and new revenues


TELUS GOVERNMENT OF BC MASTER SERVICES AGREEMENT (TSMA) PORTAL DEVELOPMENT & IMPLEMENTATION

Originally deployed TSMA Portal for Government of BC required cumbersome, time consuming content editing; the secure purchasing fulfilled within an additional login portal did not meet Gov't of BC security requirements.

  • Initiated a project to create a new Personalized TSMA Portal utilizing Oracle's ATG 10.0 Multi-site which featured a secure PCI Compliant e-commerce environment that met security requirements. Lead all business decisions on development, implementation, launch & support including security reviews.
  • New TSMA contract entities on-boarded at a savings of 35k+ each in development costs
  • Decreased time to market ~ 90% faster
  • Provided SSO which eliminated the Client need to maintain multiple profiles
  • Increased accuracy of contract specific content
  • Produced superior analytics reporting for support teams & client

ENTREPRENEUR – NEW BUSINESS LAUNCH & MARKET LEADERSHIP

As a new entrant to an established wireless dealer channel in the small MB market, research analysis directed business development towards an identified emerging market niche – Wireless Data and a corresponding knowledge based competitive advantage unrestricted to the local market.

  • Start-up responsibilities included creation of a detailed business case securing capital loans & investors; leading the retail store build; researching, developing and launching all business processes & systems; negotiating vendor terms, research, development and launch of on-line presence including direct multi-channel marketing campaigns and e-commerce platform.
  • This resulted in achieving status as the undisputed Wireless Data Solutions leader in cellular network wireless data communications solutions & products in Manitoba and a strong national competitor.
  • Sales opportunities stretched far beyond the scope of traditional in-market competition resulting in sales awards - winning the Wireless Data Award for Sales and Service for 2001 and 2002 from our carrier, achieving unique vendor options and a unique ability to influence the market.

TELUS GOVERNMENT OF BC MASTER SERVICES AGREEMENT (TSMA) SUPPORT TEAM REPORTING

TSMA Contract Support Team required attendance to multiple weekly (some daily) meetings with multiple departments. Time requirements were in excess of 100 Hrs per month.

  • Initiated a project to create a new reporting tool leveraging knowledge in MS SharePoint & Excel. Gathered reporting requirements from all cross-functional co-located teams.
  • TSMA Portal Analytical reporting was automated using Adobe Analytics including auto-delivery of dashboards for Client reviews. Excel workbook on SharePoint site featured extensive use of complex formulas and a comprehensive Macro which enabled the workbook to be maintained by junior team members with basic Excel knowledge.
  • Resulting Reporting tools and automated dashboards eliminated all but one short weekly touch-point meeting saving 100's of hours of meetings or about 45k+ annually.

TRAINING PROGRAM DEVELOPMENT

Support team was challenged with the introduction of a great number of new products, tools and processes impacting their ability to provide timely, quality support while placing increasing stress on members.

  • Initiated a project to create and execute a skills inventory exercise to identify potential Subject Matter Experts (SME’s) for the respective products, tools and processes supported.
  • Having attained designation as TELUS CRS care team prime/ SME for multiple tools, processes and applications was integral in the success of this project. Attained SME for: SalesForce.com, CRS SharePoint server, MS Excel, BES Admin Tools, Client Self-Serve tools: TELUS MyAccount & Corporate Client Portal including customized electronic bill solutions utilizing large Client databases of usage history.
  • The subsequent team segmentation into specialties aligned to their skills improving support quality and time-lines, guided individuals’ and process development while alleviating members' stress.

INTERVIEW TRAINER FOR RETAIL MANAGEMENT TEAM

Newly promoted retail sales managers did not receive any formal training for hiring new employees – they simply provided candidates to the district manager.

  • Having been afforded the opportunity to learn hiring & people development skills from management mentors and once established as a skilled hiring manager I provided a teaching program for new retail managers to develop the required interview skills.
  • The skills developed and practiced in this effort have provided the foundation for all subsequent personal pursuits to assist in the development of others, to provide leadership and guidance and be conscientiously open to the learning opportunities available in all interactions and challenges.

SHAREPOINT INTRANET SITE

The TELUS Small/ Medium Business Support Team executive determined that a new SharePoint Intranet Site was required. A small team was assigned and a request went out for a lead to develop the new Site.

  • Lead developer on new Intranet Site utilizing SharePoint Designer, JavaScript and html coding.
  • The resulting Intranet Site was well received by the team, won accolades from leadership and played an important step in personal/ professional development

INSURANCE CONTENTS VALUATION AND PRICING ANALYSIS TOOL

During The Claims Network transition in the late 1990's to an Insurance Industry claims investigations and assessment company many of the initial processes required extensive manual efforts to research original products and their LKQ (Like/ Kind/ Quality) replacements via trade magazines and paper catalogues.

  • As the newest member of the team I introduced on-line research capabilities and methods to attain the required original and respective LKQ information. Additionally, leveraging statistical analysis & Excel skills developed a claims pricing analysis tool to quickly identify large claims which could be accepted as Client stated and those that should pursue detailed scrutiny.
  • The resulting on-line research instruction & analysis tool improved turn-times, increased profitability and played a role towards the end state of a fully web-based claims assessment investigation service.

WIRELESS RATE PLAN OPTIMIZATION (RPO) TOOL

TELUS Client Relationship Specialist Team were called upon to perform Rate Plan Optimizations (RPO) without any standardized tools or processes. This laborious task significantly impacted resources and its execution was inconsistent.

  • Initiated development of a standardized RPO tool leveraging Excel power user skills, which included End User Documentation and Training Sessions.
  • Resulting tool reduced Support Team resource requirements, standardized execution and provided Clients with greater value while also reducing the erosion of Average Revenue Per User (ARPU). An ancillary benefit was realized when the tool became leveraged for winning new prospective business.

CLIENT BILLING/ REPORTING TOOLS

Corporate / Business Wireless Client reporting requirements often exceeded the capabilities built into TELUS Client facing Wireless Self-Serve tools.

  • Recognized as the Subject Matter Expert in all Wireless Client Self-Serve properties, Client electronic usage reports and an Excel power user was called upon to identify gaps, propose and execute solutions for prospective and existing Clients.
  • The resulting Excel reporting tools, data manipulations and Client subscriber configurations provided guidance to Support Team members; often exceeded Client Requirements and enhanced the Client Experience resulting in Client saves and prospect wins.

PAPERLESS SALES ORDER FORM

During orientation week upon hire at TELUS in the Client Relationship Specialist Role I was instructed on how to use a multi-copy Sales Order Form the Small Medium Business (SMB) Teams used to have Wireless Sales orders processed. The form was usually passed between parties as fax or email scans multiple times prior to eventually being in the hands of the processing support team. At this point there were usually issues with the forms’ clarity resulting in delivery delays, unnecessary calls for clarifications and a high error rate.

  • Initiated the development of an electronic SMB Sales Order Form built utilizing MS Excel which included easy to execute Macros for print, email and data entry. Form featured an auto tax calculator which also accommodated future dated changes in tax rates and standardized data entry via drop-downs for discounts' calculations.
  • The resulting electronic SMB Form was widely adopted, significantly reducing error rates, improving delivery timelines and the Client Experience. Ultimately serving as a proof-of-concept for an investment in a web based Contract & Sales Order tool whilst acting as its back-up.

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