Experience

• 

  Bell

  Sept 2014 - Jun 2019

  • Lead strategist on proactive customer retention campaigns (national price increases and promotion expiries)• Deliver business cases leveraging SQL queries to uncover the riskiest customer segments for retention targeting;• Achieve buy-in from executives on retention strategy; project-manage implementation of strategies with Operations;• Develop analytical tools and dashboards to fine-tune retention strategies & communicate benefits. • Managed monthly CEO national Operations reviews & conducted monthly 1:1 presentations to executive audience;• Streamlined data analysis and visualization of complex operational KPIs in executive Power Point presentation, requiring impeccable attention to detail under tight deadlines;• Leading role in yearly Operations strategy deep-dives for EVP and CEO-level audience. • Led projects on 24/7 website optimization and enhancement of internal quality assurance processes;• Introduced a report to flag customer issues not reported under traditional quality assurance tools. The report remains produced monthly and was integrated to the Self-Serve team’s portfolio to identify areas of improvement. • Canada’s “Best Grad Program”, as recognized by Talent Egg in 2014 and 2016• Consulting project in call centres: identified tactics to increase self-serve adoption; built business cases to validate ROI; presented conclusions to Executive Vice President audience; implemented recommendations;• Consulting project in stores: identified opportunities in the cellphone repair process to improve client experience.

  • Corporate Strategy, Loyalty and Retention Specialist

    Jun 2018 - Jun 2019

  • Strategy and Analytics, Customer Operations

    Sept 2015 - May 2018

  • Project Specialist - Bell Self Serve Team

    Feb 2015 - Aug 2015

  • Bell Graduate Leadership Program

    Sept 2014 - Jan 2015
• 

  Uber

  Jun 2019 - now

  • Driver Intelligence Lead | Driver Intelligence, EMEA

    Jan 2022 - now

  • Senior Central Operations Manager | Rider Acquisition and Loyalty, EMEA

    Jun 2020 - Dec 2021

  • Central Operations Manager | Rider experience, EMEA

    Jun 2019 - Jun 2020