Customer Experience & Process Improvement Analyst - Hydro Ottawa - Ottawa, ON
(2016-10)
- Provide functional leadership for complex system initiatives, finalizing business requirements and collaborating with cross-functional teams to align technical solutions with business needs.
- Expertly manage end-to-end User Acceptance Testing (UAT) efforts, including the creation of comprehensive test plans, defect management leadership, and post-implementation Hypercare support.
- Facilitate daily stand-up meetings and workshops with external vendors and internal business leads to manage project momentum, issue resolution, and operational readiness.
- Managed a cross-section of information technology applications and systems integration initiatives, contributing to comprehensive project planning, scope definition, and requirements elicitation.
- Contributed to the development of project charters and schedules, built detailed requirements, and led User Acceptance Testing (UAT) for various IT systems, ensuring alignment with business outcomes.
- Supported business operations through advanced reporting, in-depth business analysis, and strategic recommendations for critical systems including OESP, CC&B, MyAccount, and 2-Way SMS Outage Alerts.
- Led change management efforts during major system implementations and updates, ensuring minimal disruption and maximizing benefits from new technologies.
- Collaborated extensively with cross-functional stakeholders (including IT, Legal, and Procurement) to ensure project success, integrated systems, and effective change management strategies.
- Conducted comprehensive performance evaluations of multiple AI solutions, delivering actionable insights that identified performance gaps and informed strategic development priorities.
- Implemented a robust system for tracking system behaviors (Notifi 2-Way SMS), enabling the organization to gauge progress towards strategic goals and objectives.
- Produced detailed and relevant reports for senior management, leveraging data-driven insights to inform critical business decisions and optimize processes.
- Serve as the designated ETR (Estimated Time of Restoration) Officer for the Crisis Communication Team (CCT), collaborate directly with the Incident Command Center and Operations teams to update and manage ETRs in the Outage Management System (OMS). Provide real-time data to the Crisis Communication Team (CCT) to ensure timely and accurate information is disseminated to customers, proactively participating in quarterly CCT tabletop exercises to test and refine emergency protocols.
Business Analyst - ITPP (Assignment) - Hydro Ottawa - Ottawa, ON
(2020-02 - 2023-12)
- Led and contributed to the successful implementation of 10 IT projects, including 6 new Salesforce solutions, a successful SharePoint decommission, and the Rate Optionality Project.
- Spearheaded requirements gathering sessions, facilitating seamless collaboration between diverse stakeholders and technical development teams to translate business needs into technical solutions.
- Developed comprehensive Business Requirements Documents (BRDs), mock-up vision prototypes, and detailed process flows (Visio, draw.io) for complex IT initiatives.
- Led and coordinated a dedicated testing team, ensuring timely and thorough execution of test plans and rigorous validation of new systems, including the Scalable Telephony project.
- Provided hyper care support post-implementation, delivering critical business analyses and strategic recommendations to optimize system performance and user adoption.
- Improved customer experience through the successful implementation of Email/Web chat functionalities within Salesforce.
- Performed in-depth gap analysis between existing systems and desired states, identifying areas for improvement, enhancement, and strategic investment.
- Interacted proactively with internal customers to understand intricate business needs and translate them into clear requirements and defined project scopes for software development projects.
Supervisor, Customer Experience (Acting) - Hydro Ottawa - Ottawa, ON
(2018-05 - 2018-11)
- Provided support to the Manager of Customer Experience in the assessment and prioritization of projects.
- Led a team of 5 agents, fostering a collaborative and high-performance environment that significantly improved team productivity and customer experience metrics.
- Managed daily departmental operations, ensuring smooth workflows and timely completion of tasks while applying strong leadership and problem-solving skills.
- Worked with stakeholders to make sure project teams have the right people and resources assigned.
- Provided comprehensive coaching and mentoring to team members, advocating for employee needs and effectively managing remote working arrangements.
- Responsible for the timely and high-quality delivery of performance reports and metrics.
- Researched innovative solutions and conducted statistical analysis and reporting to drive operational efficiencies.
Senior Collection Agent - Hydro Ottawa - Ottawa, ON
(2011-11 - 2016-10)
- Led a team of 6 agents, providing leadership, coaching, and mentoring, and managing collection investigations and escalations.
- Controlled and assigned work, generated reports, and collaborated closely with other departments to ensure seamless communication and process flow.
- Conducted statistical analysis and reporting to identify trends and improve operational effectiveness.
Senior Customer Contact Agent (Acting) - Hydro Ottawa - Ottawa, ON
(2011-06 - 2011-11)
- Orchestrated daily operations for a team of 4 agents, effectively delegating tasks and managing high-volume inquiries and return mail.
- Mentored and coached team members, contributed to training development, and generated insightful reports for strategic analysis.
- Resolved complex customer issues, utilizing statistical analysis to identify trends and improve departmental efficiency.
Collection Agent - Hydro Ottawa - Ottawa, ON
(2006-03 - 2011-06)
- Successfully resolved escalated customer disputes, demonstrating strong conflict resolution and negotiation skills.
- Managed complex financial transactions and coordinated field work, optimizing resource allocation and minimizing financial risk.
- Performed detailed account analysis, identifying trends and potential risks, and generated comprehensive reports to inform decision-making.
Billing Service Associate - Hydro Ottawa - Ottawa, ON
(2003-09 - 2006-03)
- Managed accurate and timely production and distribution of customer billing statements, resolving exceptions and ensuring data integrity.
- Conducted thorough investigations of billing discrepancies and executed precise account adjustments and corrections.
- Generated comprehensive billing reports, providing valuable insights for analysis and process improvement initiatives.
Call Center Agent - Hydro Ottawa - Ottawa, ON
(2001-02 - 2003-09)
- Managed high-volume inbound calls, efficiently addressing customer inquiries and maintaining high customer satisfaction.
- Conducted comprehensive training for new call center agents, improving onboarding efficiency and service quality.
