Earvin John Oliveros

Experience

• 

  Toronto Hydro

  Sept 2019 - Sept 2020

  Clerical Student (Program Delivery Group)

  • Reduced call load by 50% and agent efficiency by 200% by initiating an online self-service portal and knowledge base.• Elevated system adoption and effectiveness by collaborating with managers/frontline staff to identify pain points and user experience requirements, ensuring the new system was tailored to meet their specific needs and improve overall performance.• Improved customer service performance in a fast-paced, high-volume environment by consistently exceeding key performance metrics, including call resolution, average call time, and customer satisfaction, leading to improvement in service efficiency. Show less

• 

  Toronto Hydro

  Jan 2021 - Aug 2021

  Senior Technical Engineering Intern (Power Systems Event Management)

  • Streamlined project coordination by serving as the primary point of contact for 100+ project inquiries, issues, and escalations, adapting communication styles to effectively engage 10+ cross-functional stakeholders.• Refined resource planning and workload distribution across multiple business development initiatives by collaborating with team leads and managers to ensure alignment with project priorities.• Enhanced operational efficiency by automating 10+ reports and dashboards, improving data visibility by 50% for key operational metrics and city-level performance tracking.• Drove data-informed decision-making by collecting, analyzing, and structuring large volumes of operational data to identify inefficiencies and improve project execution accuracy. Show less

• 

  PwC Canada

  Aug 2022 - now

  Management Consultant, Financial Services Technology Strategy & Transformation

  Big 5 Canadian Bank, Data Centre Migration • Key liaison between senior management, external stakeholders, technical and non-technical audiences by delivering compelling executive storytelling and simplifying complex issues into clear, actionable insights to drive business decisions.• Acting project manager that oversees the entire data centre migration, ensuring that the move is executed efficiently by coordinating resources, managing timelines, mitigating risks, and ensuring minimal disruption to operations.• Increased scalability, efficiency, and business growth within a large, fast-paced program by designing and implementing process improvement initiatives, enabling 20+ stakeholders to communicate effectively and access a single source of truth.• Managed managed multiple concurrent initiatives in a fast-paced, ambiguous environment, consistently delivering high-quality results against hard deadlines by effectively prioritizing tasks and ensuring efficient execution.Large Canadian Bank, Business Architecture • Collaborated with architecture, business and technology teams to identify gaps in the current business architecture and developed a mass market retail customer onboarding capability map• Analyzed and enhanced existing business processes to improve efficiency and effectiveness, eliminating inefficiencies and bottlenecks.• Deployed strategic initiatives with partners to ensure smooth adoption of the new architecture across the organization, including training sessions, workshops, and communication plans. Show less