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Work Background
Info-Tech Research GroupDirector, Member Services
Jul. 2025
Info-Tech Research GroupMember Services Director
Jul. 2025
SoftchoiceInformation Technology Consultant
Sep. 2023 - Aug. 2025CanadaServed as trusted advisor to clients across North America, influencing and negotiating IT scope and cost to achieve digital transformation objectives.
- Facilitated workshops for cross-functional stakeholder groups to understand end-user requirements, identify pain-points, recommend and roll-out tailored technology solutions to address business challenges.
BMO Financial GroupIT Change Manager
Feb. 2022 - Oct. 2022Toronto CanadaCollaborated with stakeholders across network, IT, and project teams to proactively manage and deploy proposed changes to enterprise applications with minimal disruptions to consumer banking operations.
- Managed the end-to-end weekly CAB agenda with the primary objective to assess, assign resources, approve/reject proposed changes in line with strategic objectives. - Deployed Power BI dashboards to monitor team performance (SLAs, KPIs, KRIs) and advise leadership on resource allocation.
MTNLead Insights Analyst
Nov. 2018 - Feb. 2021Provided actionable insights to guide the execution of MTN's overall subscriber base strategy such as subscriber acquisition, welcome engagement campaigns, promotional offers, upsells and cross-sells, base migrations, and customer retention initiatives.
- Built analytical capacities required to drive geographic BTL offers for incremental revenue, improved Network QoS, and one-on-one customer engagements.
MTNGroup Strategy Planning Analyst
Aug. 2017 - Nov. 2018Partnered with key stakeholders across business units to translate global strategic objectives for OPEX optimization, CAPEX utilization, customer experience and employee NPS, into operational processes that improved MTN's business performance in West-Central Africa.
- Identified best practices in top performing markets across regional operations and developed initiatives to replicate the best practices in struggling markets.
MTNBusiness Planning Analyst
Jul. 2015 - Jul. 2017Leveraged business data across multiple data points to identify service gaps, key issues, operational wastes and drew up actionable recommendations to achieve commercial targets such as cost savings, revenue growth and operational efficiency.
MTNBusiness Operations and Change Analyst
Jan. 2012 - Jul. 2015Analyzed existing business systems and processes to identify current gaps, pain-points, root causes and proposed changes to improve frontline operations.
-Deployed operational changes to CRM, IVR, and self-serve applications to deliver seamless customer experience.
- Managed the planning, scheduling and performance of the online contact center. Also responsible for KPIs such as IVR response time, dropped calls ratio,wait times, response rate, and NPS.
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