Printing tool Download PDF


Crowd sourcing, design thinking, web 2.0, emotional intelligence, social media marketing, internet appliances, cloud computing, ubiquitous computing, electronic gaming industry, mobile technologies, podcasts, twitter, photography.

Relevant Training

  • PMP Courses: Negotiating, IT project management
  • Financial analysis
  • Business Analysis & Requirements Gathering
  • Performance Management: Fostering high performance cultures, Developing measurable targets
  • Business Presentations and Writing: Effective business cases, Keynote presentations


Team manager with 6 years of experience in executing strategies to drive sustainable and effective change in a large national Canadian organization; passionately leading teams to be creative with technology in order to drive efficiencies and to enable long-term business transformation.

Major Accomplishments

  • Championed the Innovations Program, a leadership development team focusing on sustainable innovation practices.  Within 2 years, the team has delivered $2.0M+ in annual operational savings.
  • Managed a portfolio of 12 small works projects to sustain operations during business restructuring and a work stoppage event in 2005.
  • Selected to the TELUS Leadership Now Program.  The program recognizes and develops future leaders at TELUS, and is run by the Rotman's School of Management at the University of Toronto.


Corporate Culture
Fully understand Bargaining Union Collective Agreement. Exposed to market dynamics (e.g. Retail competition, Wholesale, and Emerging markets). Exposed to Canadian Regulatory landscape.
Able to communicate authentically and deliver presentations at various levels (e.g. front-line team members to directors and VPs).
Information Systems & Technology
Designed and developed automation tools for legacy mainframe systems. Experienced in leveraging social media and web 2.0 technology in corporations. Utilized and trained teams on Agile Software development.
Business & Financial Analysis
Well-versed in cost-benefit analysis, activity-based costing, economic modeling (e.g. EASE), and corporate capital governance processes.
Change Management
Experienced with rapid prototyping methods to reduce assessment and requirement gathering costs on enterprise transformation initiatives. Developed a prototype to fully automate phone number disconnections which was used by external consultants, reducing requirements documentation by 3 months. Experienced with the effects of change management on work culture. Held front-line engagement discussions to ensure system changes reflect end user concerns and pain points. Developed stop-gap systems to bridge users between present mode and future mode processes.
Team Management
Managed direct reports spanning across offices in Vancouver, Calgary, and Toronto. Conducted regular team performance reviews, as well as customer satisfaction surveys to meet and improve Key Performance Indicators (KPI).

Work experience

Nov 2005Present

Manager, Business Analysis (Innovation Program)

TELUS Partner Solutions

Supported a team of business analysts and developers in Vancouver, Calgary, and Toronto to explore and deliver measurable productivity improvements, cost reductions, and stop-gap solutions to enable business transformation.


  • Created the Innovation Program to attract high performing individuals with business consulting and computer science skills to rapidly solve operational bottlenecks.
  • Responsible for presenting to finance controller and VP capital governance team to secure project funding between $500K to $1M.
  • This year, the team will deliver over $1.3M in annualized savings from $195K in capital projects.
  • Liaised between project sponsors, developer teams, front-line managers, and customers to ensure solutions are delivered on time and within budget.
  • Developed scorecards and Key Performance Indicators with program management office.
  • Supported alumni of the program to secure successful positions as team managers within the company, as well as externally at top technology firms in the industry.
Dec 2003Nov 2005

Business Analyst II

TELUS Partner Solutions

Team leader responsible for supporting the recruitment and building of a "Quick Win" agile software development team.  This team was successful in driving over $1.0M in annualized benefit, year-over-year.


  • Automated order processes to sustain the customer care organization during a 6-month work stoppage event in 2005. 18 production tools were launched during this time.
  • Delivered an automated workflow system to handle voice-over-IP orders. The system eliminated the need to hire 20 additional front line positions.
Feb 2003Dec 2003

Applications Developer (Quick Win)

TELUS Technology & Operations

Developed applications to consolidate information from multiple mainframe systems.  This eliminated the need for users to "swivel-chair" between systems, decreasing the number of human errors, and ultimately enabled the business to accommodate growing order volumes.


  • Delivered $650K in operational savings within Technology & Operations.
  • Developed an engagement and request prioritization capability that resulted in over 35 team projects with tangible savings in excess of $2M.


Jan 2008Dec 2008

Rotman School of Business, University of Toronto

Internal one-year program for TELUS team members, nominated and selected on a basis of high performance.

Relevant Subjects:

  • Manager Business School
  • Effective presentations and communications
  • Team Management
  • Financial Analysis
  • Performance Management
Sep 2000May 2002

Diploma of Technology

British Columbia Institute of Technology

Specialization: Multimedia Software Development

Relevant Subjects:

  • User Interface Design
  • Design Patterns & Theory
  • Technical Communications
  • Data Networking
  • Object-oriented programming
Sep 1995May 2000

Bachelor of Science

Specialization: Resource Economics

Relevant Subjects:

  • Economics
  • Management Information Systems
  • Organizational Behaviour
  • Government Policy in Economics
  • Econometrics
  • Technical Communications
  • Agricultural Sciences


Oct 2009Mar 2010

PMP Project Management Professional

PMI Project Management Institute


Mojgan Fay

Anders Lam