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Résumé

The information you'll find below is also available on my LinkedIn profile. You may also contact me if you require more information, and references are available upon request. You're of course welcome to print this page, but I would ask that you consider the environment before doing so.

Summary

I've built my career around my expertise in finding efficiencies and bringing the benefits of process improvement initiatives to a wise variety of business areas within the organizations I've worked with. My current role as a project manager expands upon my experience in end-to-end project leadership and oversight by affording me the opportunity to work on initiatives that include a more significant IT component than I had previously taken on.

During the earlier stages of my career my focus was on bringing the benefits of lean six-sigma based initiatives to the contact centre environment, but during my tenure with ATB Financial I've had an opportunity to broaden my scope of work. My current responsibilities allow me to affect improvement and innovation at an organizational level by championing, overseeing and leading projects that bring benefits to customers, staff and the organization alike.

Along the way I've developed an expertise in banking and personal finance and gained experience in recruitment, coaching and people development, process management, data visualization and even a little web development.

Skills & Expertise

Project Management

Business case development; Stakeholder identification and management; Quality metric definition and control; Work breakdown and scheduling; Budgeting (including estimation, budget management and reporting); Project charter development; Change management; Risk management; Communication planning; Transition out planning

Business Analysis

Opportunity evaluation; Business case development; Requirement elicitation and documentation; Process and workflow modelling; Risk assessment, tracking and management; Solution analysis; Solution validation and assessment

Lean Six-Sigma

6σ project management (DMAIC and DMADV); Value-add analysis and waste (muda) reduction; Value stream mapping; Kaizen facilitation

Business Technology

Microsoft Office suite, including Visio, Project; VBA scripting and development; Microsoft SharePoint; Custom SharePoint application development (including SharePoint workflow scripting, HTML, javascript); SAP (including CRM and transactional banking modules, SAP personas for user interface development); MiniTab (6σ statistical analysis tool); ARIS (business process modelling and management tool)

Experience

Project Manager

ATB Financial, Calgary, Canada
November 2014 - Present

My already proven ability to lead projects from inception to completion on time and on budget has afforded me the opportunity to transition smoothly into a project manager role. Responsible for building and leading effective project teams, project planning and management of project stakeholders, communication, risk, schedule, budget, quality and ultimately successful delivery, this role builds upon my existing experience and expertise in these areas and enables me to take on larger scope projects with greater impact across the organization.

Senior Business Analyst, Business Transformation

ATB Financial, Calgary, Canada
May 2013 - November 2014

Working with the Business Transformation team has allowed me to take the work I have been doing on behalf of ATB's Customer Acquisition and Care teams for some time and apply the same approach, methodologies and tools to initiatives with a broader scope and wider benefit. Taking on a mix of business analysis and project management functions, my primary focus is working closely with technical partners and stakeholders, using six sigma and lean methodologies to deliver optimized business processes along with technology that supports and compliments them – avoiding the trap of developing processes that are primarily driven by the business technology in use rather than business needs.

Business Analyst, Customer Acquisition and Care

ATB Financial, Calgary, Canada
November 2011 - May 2013

During my time as a business analyst at increasing levels of seniority I maintained a dual focus on day to day contact centre operations and process improvement initiatives. Toward the end of my tenure within this role I devoted my attention primarily to the latter by applying six sigma and lean tools and methodologies to achieve my goal of eliminating waste and increasing efficiencies wherever possible.

Service Support Leader

ATB Financial, Calgary, Canada
August 2010 - November 2011

My primary responsibility as a service support leader was to provide coaching and development to front-line staff, both in a formal and informal sense. I was able develop a commitment to obtaining and maintaining an excellent level of product, policy, and business process knowledge.

Whilst in this role the organization replaced all of it's core IT systems with a single, purpose built solution and I played a leading role in preparing my team specifically and the contact centre generally for this transition by developing both static and interactive training materials and redesigned business processes that took advantage of some of the capabilities of the new software.

Business Banking Specialist

HSBC, Swansea, United Kingdom
March 2010 - July 2010

Acted as the primary point of contact for small and medium business customers based throughout the UK and beyond, providing banking support and services. Assisted with transactional queries both simple and complex. Sold and advised clients on a wide variety of products and services. Demonstrated a commitment to providing industry leading levels of customer service, and received multiple individual awards for excellent customer satisfaction scores.

Customer Service Specialist

ATB Financial, Calgary, Canada
March 2009 - December 2009

Responsibilities included assisting customers from across Alberta with a variety of banking needs, maintaining an excellent standard of product knowledge.

Call Centre Consultant

Serco Group, Swansea, United Kingdom
September 2001 - December 2008

Responsibilities included the monitoring and appraisal of front-line agents and tracking call centre performance against KPI targets to enable strategic business decisioning. I assisted in both the preparation and delivery of training for new staff and gained a wealth of experience in interviewing and recruitment at the mass scale typical in the contact centre world.

Sales Consultant

The Link, DSG Retail, Manchester, United Kingdom
1999 - 2000

Demonstrated an ability to quickly gain and subsequently maintain an in-depth knowledge of product and service offerings in a dynamic and constantly changing marketplace. This role had a strong emphasis on cross- and up-selling and allowed me to further refine my customer service skills.

Retail Administrator

The Link, DSG Retail, Swansea, United Kingdom
1997 - 1999

Primary responsibilities were assisting customers with the completion of the paperwork associated with their purchase of cellular phones and related products. Gained experience in retail merchandising and inventory control and excellent customer service and communication skills.

Education

Extension Certificate, Project Management

Mount Royal University, Calgary, Canada
2014 - 2016

Achieved an A+ grade in a project management extension certificate. This program provides a thorough foundation in the project management knowledge areas recognized by the project management institute. It also provides the foundation to prepare for the Certified Associate in Project Management (CAPM)® and Project Management Professional (PMP)® credential.

Extension Certificate, Business Analysis

Mount Royal University, Calgary, Canada
2011 - 2012

Achieved an A+ grade in a business analysis extension certificate. This course explored the role and responsibilities of today’s business analyst, including industry recognized skills, tasks and knowledge areas.

A-Levels

Gorseinon Tertiary College, Swansea, United Kingdom
1997 - 1999

Achieved A-Level qualifications in Mathematics (Pure & Statistics), Economics and Computer Science, and an AS-Level qualification in Accounting.

General Certificate of Secondary Education

Pontarddulais Comprehensive School, Swansea, United Kingdom
1992 - 1997

Achieved GCSEs (UK equivalent of high-school) in English, English Literature, Mathematics, Science (double award), Information Systems, History, Music, French and German.

Certifications

First Aid

Standard First Aid, Level C CPR and AED
St John Ambulance Canada; Awarded October 2011

Call Handling

Call Handling Operations NVQ, Level 3
City & Guilds UK; Awarded 2005

Call Handling NVQ, Level 2
City & Guilds UK; Awarded 2003

Customer Service

Customer Service NVQ, Level 2
City & Guilds UK; Awarded 2003