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Joe Kalavong PMP

Joe kalavong pmp

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location of Joe Kalavong PMPGreater Toronto Area, Canada
Phone number of Joe Kalavong PMPView Mobile No.
Followers of Joe Kalavong PMP665 followers

  • Timeline

  • About me

    Sr. Manager - Ops Program Delivery at Rogers Communications

  • Education

    • University of waterloo

      1991 - 1995
      Bachelor of environmental studies - honours urban and regional planning

    • Oxford brookes university (uk)

      1994 - 1994
      Exchange program city/urban, community and regional planning

  • Experience

    • Rogers communications

      Nov 1998 - now

      •Ensured a flawless execution across all channels for Ignite TV and OTT Apps. •Worked in close partnership with Base Management, GTM Q+ Planning team, Communications,•Marketing, Process Design, Learning & Enablement and many other channel stakeholders to gain alignment on priorities •Developed GTM project plans, deliverables, metrics, milestones & playbooks•Lead weekly cross functional meetings and conduct monthly reviews with key stakeholders•Acted as base management point of contact for creating consistent & strategic positioning across channel (e.g. Sales Aids, Leader Guides, Weekend Updates, IQ, and training consistency) Show less •Manage team of 15 Operations Associates to successfully implement reference tables and price plan data change requests•Successfully executed 1077 pricing change request within negotiated timeline in 2014 with 33 less overtime hours compared to 2013•Support system performance and stability through system health checks thus resulted in zero Severity 1 incidents associated with the team’s effort.•Successful project implementation and release support and incident management for V21 LTS Enhancements phase 1 and 2•Coordinate internal process improvements and innovation initiatives•Deliver on OPEX and CAPEX targets•Develop talent and promoting employee engagement•Strong focus on adherence to SOX compliance Show less •Effectively coached Customer Care Consultants to meet and exceed monthly call quality and sales targets•Executed annual performance review with a focus on continuous skill and career development•Managed escalation queue and worked with team to ensure 100% customer satisfaction and resolution•Team quality results exceeding center target 5 consecutive months Sept 06 – Feb 07 •Improved team wireless sales result by over 40% in Q4 2006•Top overall performing team (Wireless) Q4 2005 Show less

      • Sr Manager - Ops Program Delivery

        Mar 2024 - now

      • Manager - Ops Program Delivery

        Dec 2020 - Mar 2024

      • Project Manager - Technology PMO

        Aug 2015 - Dec 2020

      • Manager - Wireless (Planning, Reference Tables and Price Plan Management)

        Jan 2011 - Aug 2015

      • Manager - Business Transformation Customer Care

        Mar 2008 - Dec 2010

      • Account Manager - Rogers Home Phone

        Jun 2007 - Mar 2008

      • Team Manager - Customer Care

        Nov 1998 - Jun 2007

  • Licenses & Certifications

    • Generative ai overview for project managers

      Project management institute
      Sept 2024
      View certificate certificate

    • Certified safe® 5 agilist

      Scaled agile, inc.
      May 2021
      View certificate certificate

    • Project management professional (pmp)

      Project management institute
      Jan 2018

    • Writing a business case

      Linkedin
      Jun 2022
      View certificate certificate

  • Honors & Awards

    • Awarded to Joe Kalavong PMP
      2023 Ted Rogers Award Rogers Communications Sep 2023 New Vendor Onboarding - Business Excellence Award - demonstrating the value of community.
    • Awarded to Joe Kalavong PMP
      2023 Ted Rogers Award Rogers Communication Sep 2023 Team Sparta/Mars - Business Excellence Award
    • Awarded to Joe Kalavong PMP
      2023 Ted Rogers Award Rogers Communications Sep 2023 CEX Integration Team - Customer 1st Award
    • Awarded to Joe Kalavong PMP
      2018 Fall - Customer 1st Award Rogers Communication Oct 2018 The Solaris core program team exemplified the Rogers values of teamwork, customer first and innovation to enable the launch of Ignite TV. The team developed new ways of working that will be the foundation for the delivery of the connected home. The team continuously adapted to be more agile and overcome roadblocks, successfully blended the two organizational cultures of Rogers and Comcast and were truly on the cutting edge of innovation as they introduced new technology features together and… Show more The Solaris core program team exemplified the Rogers values of teamwork, customer first and innovation to enable the launch of Ignite TV. The team developed new ways of working that will be the foundation for the delivery of the connected home. The team continuously adapted to be more agile and overcome roadblocks, successfully blended the two organizational cultures of Rogers and Comcast and were truly on the cutting edge of innovation as they introduced new technology features together and at times ahead of Comcast. The entire team and not just frontline and operational stakeholders listened to the voice of the customer throughout the lifecycle of the program and worked tirelessly 7 days a week to ensure positive internal and external customer experience with the product. To sum it up the Ignite TV launch proved the adage there is no "I" in team by taking collaboration to the next level. Show less
    • Awarded to Joe Kalavong PMP
      2018 Spring - Business Excellence Award Rogers Communication Feb 2018 The Solaris Employee Plan team did a great job of creating an employee plan which will make it easier for Rogers employees in Solaris footprint to get Ignite TV. Our employees will be able to enjoy all of the benefits of Ignite so that they can experience the product first hand, learn about it, give us feedback all with a goal of better supporting our customers and delivering on a great customer experience. The Solaris employee plan team had to work quickly and effectively as a cross… Show more The Solaris Employee Plan team did a great job of creating an employee plan which will make it easier for Rogers employees in Solaris footprint to get Ignite TV. Our employees will be able to enjoy all of the benefits of Ignite so that they can experience the product first hand, learn about it, give us feedback all with a goal of better supporting our customers and delivering on a great customer experience. The Solaris employee plan team had to work quickly and effectively as a cross functional team to stand up this plan in a simple and effective way. They worked tirelessly as a cross functional team to create a solution that benefits our employees and ultimately our customers and they should be recognized for their team work, innovation and customer 1st approach. Show less

  • Volunteer Experience

    • Fundraiser Support

      Issued by Big Brother Mouse - Luang Prabang, Laos on Apr 2013
      Big Brother Mouse - Luang Prabang, LaosAssociated with Joe Kalavong PMP

    • Race Checkpoint Volunteer

      Issued by Toronto Kiwanis Boys & Girls Clubs on Jun 2015
      Toronto Kiwanis Boys & Girls ClubsAssociated with Joe Kalavong PMP

    • Marshall - LPGA tournament (Waterloo, Ontario)

      Issued by LPGA on May 2013
      LPGAAssociated with Joe Kalavong PMP

    • Marshall - LPGA tournament (Waterloo, Ontario)

      Issued by LPGA on May 2012
      LPGAAssociated with Joe Kalavong PMP