Work History

Work History
Jan 2010 - Present

Internet Marketing Manager

Bell Aliant Regional Communications

The Internet Marketing Manager's role is to design, implement, manage, and improve new and existing marketing campaigns using online media both inside and outside of the company's website. The objective is to drive sales & leads, and capitalize on online media spend by managing all facets of Internet marketing. A secondary objective is to capture relevant customer information in order to develop relationship marketing capabilities, and deliver personalized value to Bell Aliant customers via email and social media.

Jan 2009 - Jan 2010

Product Manager - Enhanced Internet Services

http://bell.aliant.ca/index.shtml

The Product Manager is responsible for the tactical and strategic service direction for Value Added Services, i.e. products supplementing Bell Aliant's High-Speed Internet. The Product Manager directs the entire product lifecycle, including pricing, positioning, market research, forecasting, process implementations, vendor relationships, budgeting,revenues and product support. Other responsibilities include the proposal, development, and launch of new products and packages in conjunction with service development. 

Mar 2006 - Jan 2009

Service Quality Manager

http://bell.aliant.ca/index.shtml

Service Quality Managers are accountable for the overall quality control of “end to end” Customer Service fulfillment across all lines of business,  for outside technicians.  They are directly responsible for proactively driving enhancements to the current workforce management and overall service delivery processes in order to increase overall productivity, quality of service and to ensure that financial targets are met or exceeded.  Service Quality Managers are the subject matter experts on effective workforce management, developing and applying specialized analytical tools and systems to implement improvements to customer service.  They provide  direction and leadership to the regional service management team, and assist in employee coaching and development programs.  Service Quality Managers are the Regional Manager’s primary customer service consultant, and have strong working relationships with many internal customers and support organizations.

Work Samples (Bell Aliant internal links are not publicly reachable)

  • Just Ask Me – Technician Sales Incentive Program
  • Director Dashboard – Service results dashboard used throughout Regional Service
  • Duty Manager Website – Website used throughout Bell Aliant for after hours emergency escalations
  • EWT Calculator Website – Website and estimated work times tool developed for Bell Aliant Business Service Representatives
  • Rework Challenge – Employee engagement Challenge and Blog designed for Regional Service
Apr 2005 - Mar 2006

Customer Service Manager (Regional Service)

http://bell.aliant.ca/index.shtml

The primary functions of this position are to supervise, coordinate, coach, and develop a team of installation and repair technicians in the southeast region of New Brunswick. The Customer Services Manager is responsible for telephone, Internet and TV installation and repair, logistics, sales & service support, workload & workforce coordination, and administering an accident prevention and safety program within the area. The incumbent is directly responsible for training, safety and supervision of a team of approximately 17 employees ensuring service quality and adherence to environmental and labour regulations. Primary areas of focus is the analysis of CVM, CRTC, BEST, Safety Compliance results & metrics to drive coaching strategies and performance management to ensure optimal service quality and productivity. The incumbent also acts as the primary point of contact for Aliant on customer specific contracts.

Apr 2000 - Apr 2005

Customer Service Technician

http://bell.aliant.ca/index.shtml

Technician responsible for the installation and repair of telephone, ADSL and IPTV services.

Apr 1999 - Apr 2000

Virtual Account Manager (Federal Government Account)

http://www.xerox.com/

Virtual Account Managers are responsible for all aspects of sales from lead generation (including research, cold-calling and setting their own appointments) to generating proposals and presenting to clients. They are also responsible for keeping a log of their contacts, and to providing status reports.

Work Samples

1997 - 1999

Department Manager & Salesperson (Home Office)

http://futureshop.ca/

Department managers are responsible for the development of their sales representatives, and held accountable for sales results, and focus on initiatives to meet their department's sales quotas.  Sales representatives are responsible selling home office and information technology related products in a retail setting, as well as performing operational functions such as merchandising.

Education

Education
Sep 2006 - May 2009

Masters

Université de Moncton

The MBA Program of l'Université de Moncton provides the student with the tools and skills needed to excel in a management career.Through a combination of theory, case studies, and teamwork, students will develop management, leadership and communication skills, as well as decision-making and teamwork skills.

Sep 1992 - May 1997

Bachelor

Université de Moncton

The Bachelor of Psychology offers study in a range of specialist aspects of psychology which include behavioral neuroscience, social psychology, perception, intelligence, learning, research methods, memory, attention, abnormal and developmental psychology. This degree is a specialist four year Honors degree in Psychology, particularly intended for students who have obtained a very high UAI and students who have decided on psychology as a career.

Profile

  • Trained in Lean 6 Sigma (basic).
  • Internet, product and green marketing experience.
  • People, operations, project and account management experience.
  • Technical know-how in telecommunications, computer systems, web and graphic design.
  • Avid learner.

Community Involvement

Greater Moncton Green Alliance

    Founder, Chair and Webmaster

    2008 – present

Greater Moncton Chamber of Commerce

Member

    2005 - present

Société des Acadiens et Acadiennes du Nouveau-Brunswick

Member

    2002 - present

Bell Aliant Keen to be Green (Moncton)

    Founder and Chair

    2008 -2010

Canadian Progress Club

    Active member, Webmaster

    2008 - 2010

Junior Achievement - Jeunes Entreprises

    Volunteer teacher

    2008 - 2010

United Way

Juvenile Diabetes Research Foundation (JDRF)

IWK

Fundraising Committee Member

    2006 - 2009

Skills

Skills

Software skills

Skilled in a variety of software packages. Microsoft Office (Word, Excel, PowerPoint, Outlook, Access, FrontPage) Microsoft Sharepoint Adobe Photoshop Cognos Impromptu Cognos Impromptu Web Reports

Computer Systems Technician

Experienced in configuring new hardware, installing and updating software packages, and creating and maintaining home and small office TCP/IP networks.

Webmaster and Graphic Designer

Responsible for designing, developing, marketing, and maintaining websites.  Also includes the design of the appearance, content placement, website navigation and management of access rights of different users.   http://greatermonctongreenalliance.org/ http://www.monctonprogressclub.org/

Certifications

Certifications

Various online courses

Bell Aliant Learning Centre

Masters of IP

Bell Aliant learning Centre
Jun 2008 - Present

Bell Lean Six Sigma

Bell Aliant Learning Centre
2007 - Present

Emergency First Aid Course

Red Cross Association
2006 - Present

Leading through effective communications

SPB Group, Moncton NB
2006 - Present

Principles of Leadership

SPB Group, Moncton NB
2005 - Present

Networking for Success!

Greater Moncton Chamber of Commerce
2005 - Present

Selling for Success!

Fundy Group
2005 - Present

Human Resources Seminar

Montana HR Services
2005 - Present

Branding for Success!

Greater Moncton Chamber of Commerce
2004 - Present

Health and Wellness workshop

Bell Aliant Learning Centre
2004 - Present

Canada Labour Code Training

Bell Aliant Learning Centre
2004 - Present

Managing Employee Safety and Health (MESH)

Bell Aliant Learning Centre
2004 - Present

Introduction to Electronics for Cabling Technicians

New Brunswick Community College - NBCC
2002 - Present

Certification in Nordx / CDT Copper Products Installation

Bell Aliant Learning Centre
1999 - Present

Buyer Focussed Selling

Xerox Canada
1998 - Present

Guest Sales Program

Future Shop