Voluntary departure from Shaw (Rogers) following the post-merger integration. Volunteered in the community with Carrefour Solidaire and Share the Warmth.

Partnered with the ServiceNow product owner from 2018 to 2024 on multiple data projects, including a database clean-up audit that removed hidden process friction and improved data integrity for cross-functional workflows and dashboards. Maintained performance tracking and agent profiles across platforms through a centralized ledger, reducing coaching handling time to 5 minutes per flag; detected shifts in customer behavior before they appeared in broader trends and applied targeted coaching and routing recommendations. Set team and agent priorities every month using impact-versus-effort analysis of performance data. Authored and supported 12 national operational strategies covering product and workforce transitions, platform changes and training, including a 3-month national security initiative that cut controllable security tickets by more than 50%. Redesigned real-time adherence flagging by requesting and analyzing raw flag data and diagnosing live intervention versus direct leader accountability. Led a frontline team of 12–16 agents and recommended national baselines for engagement, CSAT, KPI and SLA scores. Built a succession pipeline with an 80% internal promotion rate and co-created national training modules that lifted continuous learning engagement 20% nationwide. Held chat concurrency at 3 instead of 4 in a national capacity response, shielding local workload by 25% and lifting production 18% while outperforming a 500-agent national group. Served as one of approximately 35 national on-duty leaders, handling escalations for 150–300 agents per shift across Montréal, Winnipeg, Vancouver and Nanaimo while coordinating with vendor supervisors and frontline team leaders.

Helped turn around a failing national product-line pilot by partnering with local leadership and a technical trainer, co-running onboarding for 85 Montréal agents, and clearing access-request bottlenecks on the floor. Served as operational subject matter expert and ambassador for CRM and Digital Care systems, translating technical platform requirements into plain-language frontline playbooks. Ran user-experience and acceptance testing for the One-Shaw Wireline pilot platform rollout to align frontline workflows and gathered agent feedback through Live Engage.

During a major theatre transition with no operational documentation, built real-time shift journals and communication logs that replaced a late and often inaccurate monthly reconciliation. Learned a new database system at the theatre launch, mapped how to run fiscal reports, co-created operational documents, designed improved report formats for the Board of Directors, and trained the incoming assistant manager.

Held four roles through nominated promotions. Redesigned logistics for a North American government year-end fulfillment program using a 3-month forecast with top resellers, full-truck routing and direct tracking SOPs, securing $1.7M in Eastern Canada revenue in the final 7 days. Protected a $15M pipeline during a channel partner cash-flow crisis by restructuring order billing and freight to release held orders. Replaced a weekly lead report with same-day routing for approximately 20 leads per week and cleaned CRM assignment rules so leads reached the right reseller faster. Managed renewal and risk planning for a $60M+ US public-sector portfolio covering 200 school districts and 5–7 concurrent multi-year contracts of $500K–$5M each. Documented the full order-to-delivery lifecycle into reference guides for the support floor.