Experience

SPICE Technology Group, Inc.

• Canada
• Software Development
• 1 - 100 Employee

• Manager, Customer Success

  • Jan 2022 - Present

  Directly managing a global team of System Analysts and System Administrators accountable to the implementation and post-install support of Spice's Cloud Supply Chain Data Network. Spice helps organizations integrate with their B2B trading partners for "touchless processing" of supply chain documents using Cloud EDI/B2B Integration. Directly managing a global team of System Analysts and System Administrators accountable to the implementation and post-install support of Spice's Cloud Supply Chain Data Network. Spice helps organizations integrate with their B2B trading partners for "touchless processing" of supply chain documents using Cloud EDI/B2B Integration.



PBS Systems Inc.

• Canada
• Motor Vehicle Manufacturing
• 1 - 100 Employee

• Program Manager, Technical Services

  • Dec 2020 - Dec 2021

  Leader of Leaders. Directly managing 3 leaders with a high performing team of Technical Analysts located throughout North America. Accountable to the configuration, installation, and post-install support for both physical and cloud based SaaS deployments. Leader of Leaders. Directly managing 3 leaders with a high performing team of Technical Analysts located throughout North America. Accountable to the configuration, installation, and post-install support for both physical and cloud based SaaS deployments.



Shaw Communications

• Canada
• Telecommunications
• 700 & Above Employee

• Supervisor, Managed Service Activation

  • Sep 2016 - Mar 2020

  Directly managing a high performing team of 10+ Network Specialists delivering Cloud Managed Business Solutions, consistently exceeding delivery targets while ensuring the highest level of customer satisfaction. Adding organizational value through assessing business and deployment challenges in alignment with organizational priorities, including Product & Feature Enhancements, Strategic Planning, Change & Escalation Management, and Process Refinement.

• Supervisor, Enterprise Service Delivery

  • Jul 2015 - Sep 2016

  Directly managed 20+ Project Coordinators & Project Managers successfully delivering Business Enterprise Solutions, including Data Center, MPLS (Fibre Gateway, VPLS, SIP, PRI, etc.), and Managed Services. We consistently achieved lowered delivery intervals while exceeding financial targets by driving our teams through process refinement and qualitative reporting and auditing.

• Operations Support Supervisor

  • Apr 2014 - Jul 2015

  Directly managed an operational improvement team of 20+ people, providing analytics, auditing, reporting, and communication management for a team of 600+ employees. Achieved departmental reductions in Service Calls (33%), Journal Entries (50%), and Promotional errors (40%), while increasing Install Fee revenue (25%), resulting in massive improvements to our departmental operating budgets.

• Customer Care Supervisor - TSR

  • Jul 2012 - Apr 2014

  Directly managed a team of 40+ Technical Specialists. Led TSR hiring in the Calgary region, including managing expectations and results with our recruitment vendor and leadership teams. Implemented a Customer Care New Hire Program which achieved a 50% churn decrease and reduction in repeat Trouble Tickets through a structured on-boarding and training strategy.

• Training Specialist

  • Dec 2011 - Aug 2012

  Facilitation of Technical, Sales, Billing, Loyalty, and Leadership training programs, while developing engagement and measuring performance. Designing training modules including theoretical, interactive, practical, and remote learning. Managing training sessions with 20+ people while assessing training results with various leadership teams to evaluate success, areas of opportunity, and future needs.

• Technical Support Representative

  • Jan 2007 - Dec 2011

  Providing technical support for consumer Internet, Networking, Digital Phone, and Video services while assisting our TSR teams with training and Tier 2 support.