D A I E N S E B A S T A

acw1j5@r.postjobfree.com Toronto, ON 416-***-****

PROGRAM MANAGEMENT AND OPERATIONAL PROFESSIONAL

Extraordinary cross-functional management experience and proven increase of customer experience results, sales targets, and market penetration.

A results-oriented professional with 18+ years of experience in managing relationships, leading wide-scale projects, and driving key initiatives from concept to implementation. Proven effective communicator and problem solver delivering complex solutions to external partners and key stakeholders. Areas of Expertise

Project Management Continuous Process Improvement

Program Management and Planning Change Management

Managing large cross-functional teams Consumer and Business Experience Operations Management Client and Relationship Management Strategic Planning

Personal Development

Personal development is always a focus. I have made an effort to develop my skills and experience in numerous ways through self-improvement and volunteering.

SELF-DEVELOPMENT AND PERSONAL IMPROVEMENT – online self-study courses Jan 2015 – Ongoing Effective Budgets & Schedules, Project Performance, Change Management, Risk Identification, Risk Response Planning

Palliative Volunteer, Project Coordinator – Lakeshore Lodge, Palliative Care June 2016 – Ongoing

Developing, socializing and implementing programs TIFF Volunteer – Support the annual Toronto International Film Festival Aug 13 – Sept 16 2016

Provided customer service support to patrons

Professional Experience

Rogers Communications, Toronto

PROJECT MANAGER - ENTERPRISE LAUNCH READINESS 2013 – 2014

Managed the development and delivery of wide scale and complex initiatives across many groups within the organization, including Marketing, Finance, IT, Customer Care, Sales and Training

Successful delivery of multiple high priority company programs through the development of key partnerships with stakeholders

Increased product sales by the development and execution of customer acquisition strategies DS

acw1j5@r.postjobfree.com Toronto, ON 416-***-****

Increased positive customer experience results through the development and implementation of marketing plans to educate the Sales and Customer Care channels

Increased market penetration of Rogers products to new customer groups by the execution of innovative programs

BUSINESS OPERATIONS MANAGER – chatr WIRELESS 2010 – 2013

Selected to be a key member of a start-up team created to support the launch of a new wireless brand

Collaborated with the cross functional teams to secure alignment for proposed changes across all channels

Implemented efficient intake and approval processes to effectively execute and meet the demands of the go to market timelines

Lead and facilitated the end-to-end implementation of key chatr Wireless quarterly initiatives which consistently exceeded the strategic targets of the organization

Reduced company costs and improved efficiencies within the Customer Care and Retail channels with the introduction of new processes and system enhancements

Reduced customer volumes to contact centres by developing and promoting self-serve functionalities

Worked with the Finance team to develop Business Cases to effectively prioritize the highest value programs and to ensure programs were on budget

PROGRAM MANAGER - CUSTOMER EXPERIENCE & CUSTOMER BASE CALLING 2008 – 2010

Selected to be the Repeat Caller Program Manager to oversee a key company initiative responsible for reducing repeat calls to the Customer Care and Sales channels

Successfully leveraged CRM tools to analyse repeat customer calling issues in order to develop strategic programs to reduce call volumes and increase positive customer experience

The Repeat Caller Program resulted in a significant reduction in support costs

My leadership for this initiative was recognized with a Rogers Customer First Award

Successfully introduced changes that lead to customer-based calling reduction, call time reduction, process improvements and a drive to self-serve channels

Rigorous task tracking and critical pathing was used to deliver enterprise-wide initiatives that resulted in cumulative cost savings

Projects were vigorously tracked to ensure budgets were met BUSINESS ACCOUNT MANAGER – NATIONAL CUSTOMER CARE PLANNING 2004 – 2008

Launched the Business Wireless and Cable groups which included sales, customer service, and retention skills to provide small and medium business clients with a unique online, call centre and sales experience

The Business Group started as a pilot program that lead to a complete implementation of Business Wireless and Cable groups

Service levels, sales and call quality targets for Business groups exceeded expectations

The launch of new Rogers Business products and services was seamless and effective through the collaboration with multiple cross-functional teams

Developed and implemented action plans to solve customer impacting issues leading to continuous improvement to customer experience

Education

BACHELOR OF APPLIED SCIENCE, PSYCHOLOGY

University of Toronto

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