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Work Background
Khun Yai’s Thai KitchenRestaurant Owner
Jul. 2024Toronto, Ontario, CanadaKhun Yai’s Thai Kitchen (https://cookin.com/cooks/kythaikitchen) is our new home based restaurant that is open for pickup and delivery using the cookin.com platform. We specialize in authentic Thai dishes using family recipes passed down from my grandmother and mother. Our signature Gai Yang (Grilled Chicken) is a must-try—prepared with a unique cooking process that you won’t find in many other restaurants, just like my grandmother made at her restaurant in Bangkok.
BellSenior Manager, Customer Marketing
Sep. 2022Toronto, Ontario, CanadaManaging customer communications and campaigns for Mobility and Residential services.
BellSenior Program Manager, Bell Business Markets
Feb. 2022 - Sep. 2022Led wireless transformational projects within BBM to support operations and sales teams. Provided expertise across the organization to ensure smooth delivery of cross functional programs.
BellSenior Manager, Professional Services
Jun. 2020 - Jun. 2022Mississauga, Ontario, CanadaWithin the Medium and Enterprise Sales Organization, my role is to create and lead a center or excellence for our team of Project Managers to efficiently deliver projects and drive revenue opportunities
BellIT Director, Operations Liaison
Apr. 2019 - Jun. 2020Toronto, Canada AreaLed of team of experienced managers providing operation support for internal customer experience partners. Team was accountable to improve online application performance and to liaise with business and IT teams to support a portfolio of applications.
BellSenior Manager, IoT
Sep. 2017 - Apr. 2019Toronto, Canada AreaLeading a team to develop delivery and execution strategy for Bell’s emerging Smart City product as well as delivering IoT and home automation programs within the Medium and Enterprise Sales Organization • Working with Sales and Product teams to create and then execute the end-to-end delivery strategy of Bell's Smart City products nationally • Identified opportunities and implemented standardized communication, delivery and change management documents across the sales organization supporting Smart Cities • Expanded Bell's home automation footprint by delivering new products and integrating Alarmforce hardware solutions post acquisition.
BellSr. Manager - Program Design and Delivery
Nov. 2013 - Sep. 2017Leading a team or project managers to develop multi-million dollar program road map and deliver capital and expense programs. Desktop Tools Performance and Support team (Aug 2014 – Sept 2017) • Supported 7 project managers and had ownership of all customer operations desktop tools • Key responsibilities include identifying new opportunities for capital and OPEX spend and identifying process improvements to improve agent efficiency • Delivered new road-map to executives to lay the groundwork for the future of access management over the next 5 years in the call center, securing $2M for 2018 deliverables and another planned $4M for 2019+ • In 18 months identified and delivered 4 process improvements delivering over $750K in operational savings. CRM and Account Management team (Nov 2013 – Aug 2014) • Development and Delivery of the 3-year customer operations CRM roadmap • Team successfully delivered $5M of capital projects by end of 2014. These projects will deliver over $10M in call center benefits by 2019.
Bell MobilityStrategic Program Manager
Sep. 2010 - Nov. 2013
TELUS MobilityProject Manager I
Jun. 2007 - Jun. 2009Guided projects through all phases of a gated project lifecycle. Delivered concepts, recommendations, budget updates and critical success factors to Senior Executives, while developing business and technical requirements with Business Transformation, and Marketing. • Reduced customer call service time by 10 seconds, translating into an operational savings of $1M over the course of 3 years. • Improved adoption rate of an inbound Customer Relationship Management tool (CRM) from less than 30% nationally, to over 50% in under 12 months. • Identified a process flaw in the CRM feedback mechanism used by agents and created a new process that reduced the number of offer errors by 10%. • Successfully negotiated additional funding with Senior Executives for a project otherwise destined for closure. • Received Leading Star Award for Q1/Q2 2008 and Q3/Q4 2008.
TELUS MobilityData Support Analyst, Data Support
Jan. 2004 - Jun. 2007Provided Data Network support for clients ranging from small business to enterprise, and maintained relationships with key vendors. • Assisted with the development of team members including career development and training. • Developed, managed and facilitated a new training curriculum where none previously existed to further develop current and new team members.
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