Pamela Agada

Senior Program & Project Manager with 8+ years delivering enterprise technology, cloud adoption, and digital transformation initiatives within customer-facing consulting and support environments. Proven ability to lead and develop scalable programs that drive customer success outcomes, operational excellence, and product adoption. Experienced in leading cross-functional and virtual teams, translating customer insights into program strategy, and delivering data-driven reporting and executive communication.

Recognized for strengthening customer experience, improving service delivery models, and driving measurable business value through process optimization and stakeholder alignment.

Program Manager - TELUS Health - Vancouver, BC

(2024-07 - 2025-11)

• Designed and delivered enterprise healthcare service programs supporting 10+ clinics, improving customer experience metrics by 25% through standardized digital workflows and service delivery improvement
• Led end-to-end program deployment including planning, stakeholder alignment, implementation, and post-launch optimization.
• Partnered with technical and business stakeholders to drive cloud-enabled service delivery improvements and operational efficiency initiatives
• Developed executive dashboards and data visualizations that improved decision-making, customer reporting transparency, and adoption tracking.
• Facilitated cross-organizational alignment across operations, engineering, and client stakeholders to remove program blockers and accelerate delivery timelines.
• Managed vendor partnerships, contracts, and forecasting, negotiating agreements that reduced operational costs by 15%.

Senior Project Manager (Program Delivery) - TELUS - Vancouver, BC

(2023-01 - 2024-06)

• Led enterprise platform delivery for WFM migration supporting 4,000+ users, serving as primary customer and executive stakeholder liaison.
• Orchestrated cross-functional teams across Engineering, Product, and Operations to deliver cloud-enabled platform solutions aligned with business and customer adoption goals.
• Acted as Scrum Master facilitating sprint ceremonies, backlog prioritization, and release readiness to ensure consistent program execution.
• Introduced hybrid delivery frameworks that reduced delivery delays by 20% and increased release throughput by 40%.
• Developed adoption reporting and launch readiness communications used to align internal and customer stakeholders.
• Proactively identified program risks, dependencies, and customer impact concerns, implementing mitigation strategies.

Senior Project Manager - TELUS - Vancouver, BC

(2021-11 - 2023-01)

• Led launch and adoption strategy for Stream+, a large-scale digital platform achieving 75% customer adoption.
• Coordinated solution delivery across engineering, product, and architecture teams, ensuring customer-focused feature releases.
• Built executive status reporting frameworks used to communicate adoption performance, risk insights, and delivery health.
• Drove continuous improvement initiatives using stakeholder and customer feedback to refine program processes a delivery models.

Customer Support Specialist - Avanti Software Inc. - Remote

(2021-02 - 2021-10)

• Supported SaaS customer onboarding and implementation initiatives, improving onboarding efficiency by 50%
• Managed escalations and customer experience improvements, reducing high-priority support incidents by 32%.
• Partnered with product and engineering teams to translate customer feedback into product backlog improvements, strengthening customer success outcomes.

Project Manager - Jones Lang LaSalle (JLL) - Calgary, AB

(2015-11 - 2019-06)

• Delivered enterprise infrastructure and technology-enabled operational programs for global clients.
• Led multi-site rollout programs requiring vendor coordination, governance management, and customer stakeholder alignment.
• Facilitated executive governance meetings and performance reporting across concurrent enterprise programs.
• Implemented program risk mitigation and readiness planning processes improving rollout success rates.

Project/Facility Coordinator - CBRE Ltd. - Calgary, AB

(2014-01 - 2015-10)

• Supported national PMO operations through vendor management, resource coordination, and program reporting.
• Developed vendor readiness documentation and operational deployment playbooks supporting program scalability.

Bachelor of Arts - Dalhousie University