BUSINESS ANALYST/ PROJECT MANAGER, Consumer Call Center Management Department 2007 – 2012 IT & REPORTING ANALYST, Consumer Call Center Management Department 2005 – 2007 ACCOUNT REP / ESCALATIONS SPECIALIST, Canada Channel Partner Management Department 2003 – 2005 Hewlett Packard Canada Ltd, Toronto, ON Engaged as a Channel Partner Account Representative charged with fostering and managing relationships with HP Consumer Channel Partners and providing solutions to Consumer Service Providers. Demonstrated project management talents and analytical acumen led to escalating promotions, first to IT & Reporting Analyst then to culminating role as Business Analyst and Project Manager overseeing HP Canada Service Department telecom and reporting management. As PROJECT MANAGER, created system functions to improve quality of customer care, enabling a drastic reduction in the labour budget of 75%, and slashed headcount at the 3rd party vendors from 25 to 5. Led the upgrade of all 3rd party vendor computer systems to Windows 7 and 8 to align with new HP IT standards across 5 global call centres with over 5000 users affected. Experienced with Microsoft Project 2007 and 2010 to manage projects timelines, role and responsibilities and project tasks for the following mentioned projects. HP North American IVR Redesign Project: Managed telecom and reporting requirements and testing to identify areas to improve IVR response, dropping handle times from 3.5 to 1 minute with 5% YOY increase in satisfaction data. HP Canada Geo Mix Project: This project was to plan a good Disaster Recovery and Business Continuity Plan for HP North American call centers. Completed the project by switching support of HP Notebooks, Desktops, Printers and other accessories to different global call center vendors while managing the telecom and reporting changes and implementation. HP Canada Accessibility Support Line Implementation: Led data planning and reconciliation and collaborated with IT and Telecom to coordinate an accessible program and new support phone number with the reporting option. HP North American Invoice Reconciliation project: Spearheaded the implementation of an audit layer of reporting to enable more efficient and accurate audits of invoices from all call center vendors. HP Call Directors Training and Process Adherence: Led project to improve the efficiency of call routing and created a training program which produced an increase in adherence to processes and met and exceeded CSAT goals. As BUSINESS ANALYST, Deftly championed change in the face of massive global restructuring, defining the requirements during the development of repair order status automation in the 1-800-hp-invent IVR. Developed internal communications and defined operating system and business insights to better understand budget requirements and operational challenges, thereby securing a zero fail environment. Conducted interviews with Call Directors to augment customer support and improve the IVR system, resulting in the reduction of unnecessary call transfers due to human errors and technical issues. Managed Canadian Call Directors Team, providing assistance with the planning and coordination of corporate events including logistics, publicity and promotion of HP offers and different HP program developments for consumers. Managed and monitored Canadian call centers performance and score cards i.e. CSAT, DSAT, Service levels, AHT, Abandon Rate, ASA etc. using reports from BRIO and MS Excel, and experienced with MS PowerPoint presentations. Successfully completed the redesign of HP Canada’s TCO team incomi ng call sources, showcasing strong leadership skills to shepherd the IT telecom and reporting teams during implementation and process changes.

BUSINESS ANALYST at HP Canada

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Hewlett Packard Canada Ltd, Toronto, ON Engaged as a Channel Partner Account Representative charged with fostering and managing relationships with HP Consumer Channel Partners and providing solutions to Consumer Service Providers. Demonstrated project management talents and analytical acumen led to escalating promotions, first to IT & Reporting Analyst then to culminating role as Business Analyst and Project Manager overseeing HP Canada Service Department telecom and reporting management.

As PROJECT MANAGER, created system functions to improve quality of customer care, enabling a drastic reduction in the labour budget of 75%, and slashed headcount at the 3rd party vendors from 25 to 5.

Led the upgrade of all 3rd party vendor computer systems to Windows 7 and 8 to align with new HP IT standards across 5 global call centres with over 5000 users affected.

Experienced with Microsoft Project 2007 and 2010 to manage projects timelines, role and responsibilities and project tasks for the following mentioned projects.

HP North American IVR Redesign Project: Managed telecom and reporting requirements and testing to identify areas to improve IVR response, dropping handle times from 3.5 to 1 minute with 5% YOY increase in satisfaction data.

HP Canada Geo Mix Project: This project was to plan a good Disaster Recovery and Business Continuity Plan for HP North American call centers. Completed the project by switching support of HP Notebooks, Desktops, Printers and other accessories to different global call center vendors while managing the telecom and reporting changes and implementation.

HP Canada Accessibility Support Line Implementation: Led data planning and reconciliation and collaborated with IT and Telecom to coordinate an accessible program and new support phone number with the reporting option.

HP North American Invoice Reconciliation project: Spearheaded the implementation of an audit layer of reporting to enable more efficient and accurate audits of invoices from all call center vendors.

HP Call Directors Training and Process Adherence: Led project to improve the efficiency of call routing and created a training program which produced an increase in adherence to processes and met and exceeded CSAT goals.

As BUSINESS ANALYST, Deftly championed change in the face of massive global restructuring, defining the requirements during the development of repair order status automation in the 1-800-hp-invent IVR.

Developed internal communications and defined operating system and business insights to better understand budget requirements and operational challenges, thereby securing a zero fail environment.

Conducted interviews with Call Directors to augment customer support and improve the IVR system, resulting in the reduction of unnecessary call transfers due to human errors and technical issues.

Managed Canadian Call Directors Team, providing assistance with the planning and coordination of corporate events including logistics, publicity and promotion of HP offers and different HP program developments for consumers.

Managed and monitored Canadian call centers performance and score cards i.e. CSAT, DSAT, Service levels, AHT, Abandon Rate, ASA etc. using reports from BRIO and MS Excel, and experienced with MS PowerPoint presentations.

Successfully completed the redesign of HP Canada’s TCO team incoming call sources, showcasing strong leadership skills to shepherd the IT telecom and reporting teams during implementation and process changes.