Project Manager
Loblaws Companies Limited
مجموع سنوات الخبرة :27 years, 9 أشهر
Responsibilities:
• Developed Implementation plan to roll-out new POS (Point of Sales application) to over 1, 000 stores acros Canada
• Lead Implementation of major project ($25M worth) country-wide (POS Point-Of-Sales systems/Infrastructure upgrade) within project constraints of scope, resources, deliverables, quality, time, and cost
• Communicate with internal and external stakeholders to ensure awareness of project progress, and timely resolution of all conflicts to avoid project delays
• Improve cross-functional interaction during Implementation to ensure smooth and optimum hand-offs of activities from between teams to avoid delays
• Monitor and Control project Key Performance Indicators to ensure project success is not jeopardized
• Facilitate and chair various Project related meeting (with major Stakeholders, Risk assessment, task prioritization exercise, cross-functional milestones review)
Key achievements:
• Streamlined cross-functional interaction of Implementation processes, defined team accountabilities
• Enhanced stakeholders communication channels; ensured project status reach right parties on time
• Improved incident management process; conducted debrief session to identify and resolve root-causes of major Implementation issues; reduced defect rates by 40%
Responsibilities:
• Implement Project Management standards in-line with Project Management Institute (PMI) guidelines
• Create project teams ensuring resources have right skill-set or adequately trained prior to project start
• Ensure stakeholders are accurately informed on Project status, and issues are escalated in timely manner
• Designed process and documented functional requirements to enable overseas clients to automatically upload products information and flight schedules back-office data-base
• Gathered Business requirements to integrate two On-Board retail platforms to reduce variance in sales process
Key achievements:
• Successfully negotiated with external client to revive previously closed high priority project; gained customer’s confidence which helped to renew contract for another year
• Used Value Stream Mapping and other Six Sigma/Lean methodologies to streamline Project Management processes, reduced project cycle time by at least 3 weeks
• Successfully introduced rolling-wave planning technique in Project Management team, increased focus on planning of short term
Responsibilities:
• Project manage Design/validation and Implementation of solutions to improve Business performance of front-office and back-office teams dealing with Customer Order Management, Order fulfillment, Billing
• Identify process gaps and propose resolution options to Senior Management team, while indicating impacts on business operations, operation costs, and customer experience
• Ensure continuous process improvement initiatives are aligned and support Company’s strategic plan
• Validate current and future modes of operation in the enterprise-wide Business Transformation projects related to order management, and customer billing
• Establish and manage relationships with various key cross-functional departments within Company
• Ensure Project Management Institute (Project Management governing body) best practices, as well as Lean/Six Sigma methodologies are applied during projects
Key achievements:
• Reduced rate of defective orders by 40% within 5 months after implementation of a new tool to help Call Center agents capture accurate customer information; saved annualized cost of rework over $0.6 Million
• Designed and implemented new process to identify and to disconnect pending local loops; saved over $600K in annualized rental cost
• Defined specifications and worked closely with cross-functional teams to develop and implement a web-based application rolled out to over 2500 agents; order quality was improved by 40%
• Consolidated 8 teams in Back Office Group into 5, and developed a change management strategy to ensure smooth implementation of new group; group size was reduced by 9 full time agents
• Streamlined and standardized field support escalation process enterprise-wide; redefined Key Performance Indicators aligned with Company’s strategic plan; clarified roles and accountabilities to deliver enhanced performance
Responsibilities:
• Manage multiple projects related to Business expansion (GSM network roll out, sales distribution network) within constraints of scope, resources, deliverables, quality, time, and cost
• Manage project life cycle: initiation, planning, execution, monitor and control, and closing of all major initiatives related to network expansion, implementation of sales and distribution network, marketing
• Build and maintaining good relationships with major stakeholders to ensure project success
• Participate in project selection exercises to ensure projects in regions were properly aligned and integrated with company’s strategic plan
• Increase customer base and revenue, while reducing operating costs and improving customer experience
• Recruit major Dealers and Business Partners; implementing effective distribution network to maximize delivery of products and services
• Implement and control operational processes to reduce risks of losses/damages resulting from highly insecure environment
Key achievements:
• Built and led cross-functional teams of 45 agents, in start-up regional operation
• Launched 4 new markets ahead of competitor, despite its aggressive marketing and launch budget; increased customer base by almost 30% and revenue by 20%
• Reduced project cost by more than 35% through hiring and training local contractors, instead of flying resources in from other provinces, to work on network expansion projects
• Built strong working relationships with major business operators, which facilitated entry into lucrative market segment of corporate customers dominated by main competitor; increased revenue by over 25%
• Outsourced in-house cash collection, reduced risk of theft in volatile environment, and reduced number of Cashiers in Finance team by 6
Responsibilities:
• Coordinate with suppliers and 3rd party contractors during implementation of wireless telecom network infrastructures and conduct User Acceptance Tests
• Administration of prepaid billing, Voice and Short Message Service systems, handled all issues related to customer billing
• Implement process to monitor network quality, and to ensure maximum network availability
• Train Finance, Sales and Customer Care agents to ensure they understand and know wireless service and products
Key achievements:
• Developed new product based on existing hardware/software, designed and implemented new processes to allow “post-paid” billing on existing pre-paid billing platform; attracted major corporate customers, increasing revenue by approximately 20%
• Discovered major billing errors, worked with vendors engineers to identify root-cause and resolve problem without impacting timeline for commercial launch of service
• Collaborated with Alcatel Engineers to provide maintenance support to telecom network infrastructures and billing system, reduced annual maintenance cost by $50K
Responsibilities:
• Administration of customer care and billing system EPPIX
• Perform monthly bill-run for post-paid GSM mobile subscriber, and supervise dispatch of invoice to customers
• Coordinate with internal clients and computer system vendors all billing system related projects, while ensuring timely completion
• Collaborate with GSM switching and transmission engineers to ensure smooth network operations
• Conduct TADIG tests with new roaming partners to ensure accurate billing
Key achievements:
• Resolved major memory related problem in a previously purchased computer server; saved $35K in hardware/software costs
• Developed computer applications to automate audit processes to ensure all call records from telecom switch were billed
• Successfully upgraded the land-line billing system (Giraffe) and Unix-operating system, saved $100K in consultancy fees
Responsibilities:
• Design, install, and maintain computer systems/data network in various mission critical environments (various Ministries, Banks, and Telecommunication).
• Train Computer System/network Administrators working on Solaris, SCO UNIX Operating System and 3COM, HP routers.
• Provide expert advice during design phase in major computerisation project.
Key achievements:
• Implemented first-ever data network connecting Ministry of Finance to all other ministries nation-wide.
• Successfully implemented “Automated Finger Print Recognition System” at Mauritius Police Force.
Responsibilities:
• Administration of computer system/ data network acting as gateway through which all Custom Brokers client application access the Mauritian Custom and Excise main server.
• Implement TCP/IP over X25 data network for major import and export companies.
Key achievements:
• Reduced cost of data connection by 20K/year, by reconfiguring router at major client from permanent virtual circuit, to switched virtual circuit; allowing billing only during data transfer.
• Trained 200 Customer Brokers to set-up their data network before using Custom and Excise EDI system.
Responsibilities:
• Design, Install, and maintain computer systems (hardware/software), and data network mainly in telecommunication environment (for both land-line and mobile post-paid subscribers).
• Train computer system administrators working on Unisys computers running Unix Operating system.
• Provide technical support to computer systems and data network in main telecommunication company.
Key achievements:
• Built a very cordial work relationship which was instrumental in renewing maintenance contract from major clients.
• Resolved major incident due to incompatibility of new version of Unix Operation system and new X25 network adaptor card, saved a major computer system upgrade project (over $200K) from failing.
- 6 year Master's program, including 1 year Russian Language - Was awarded a BSc in Computer Systems Engineering in 1994
