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Resume

Overview

• Experienced, versatile consultant/business analyst skilled in business processes, facilitation, project management


• MBA (Strategic Management), Information Systems Analysis & Design Certificate, Bachelor of Arts


• Solid capability to quickly learn new information systems and methodologies


• Excellent written and oral communication and presentation skills

Highlights

• Led project to define business processes for a multi-million dollar operational system implementation


• Coordinated project to outsource supply of essential customer service product


• Managed client side of vendor-client project to develop and implement critical data delivery system for 3000 users


• Facilitated process development and contract negotiation meetings with all project stakeholders


• Developed and implemented new process to reduce customer service response times


• Designed and delivered software and process training for data authors and users


• Organized departmental Christmas party and increased attendance from 40 to 120 attendees over 2 years


• Led teams of volunteers to manage 1500-member sport league, including scheduling, training, and communications

Skills

• Business Processes: Group facilitation, gap analysis, documentation and flowcharting


• Customer Service: Requirements analysis, problem/issue resolution, client focus


• Communication: Presentations, reporting, composition, web sites


• Project Management: Project planning, team coordination, problem resolution


• Information Systems: MS Office Suite, Project, Databases, Photo Editors, SGML, Banner


• Languages: English (native), French (advanced)

Employment History
Mar 2007 – July 2009 Prospect Researcher – John Molson School of Business, Concordia University
Responsible for prospect research, identification and evaluation of prospects

• Identify, research, rate, and recommend current and potential major gift prospects


• Conduct special research projects and prepare business cases and reports for potential donors and projects


• Query, update and train team members on the Advancement Information System (AIS) database


• Monitor media sources to track markets, and identify prospective donors and philanthropic trends

July 2002 – Mar 2007 Management Consultant, Air Canada
Multiple positions on a contractual basis, within the Air Canada Maintenance division

Project Lead, Business Development (3 different projects)
1. On-board Medical Oxygen Outsourcing Project

• Goal: Implement 5-year contract worth $3 million to outsource management of essential customer service


• Coordinated cross-functional teams for contract, training, business processes and other requirements

2. Air Canada Maintenance Information Technology System Replacement Project

• Goal: Replace all systems used in management of aircraft maintenance (including maintenance check schedules, tracking parts and components, finance)


• Analyzed and developed new business processes/use-cases with system vendor, users, and management


• Facilitated process development sessions

3. Aircraft Maintenance Contract Review Project

• Goal: Fully implement Air Canada’s main aircraft maintenance contract


• Led sessions with multiple levels of management to review and negotiate contract and process requirements


• Ensured all concerns were addressed and in line with corporate strategy

Digital Data Business Analyst, Technical Publications (One project)

• Performed user requirements analysis for process and aircraft maintenance manual data management and delivery system change


• Collaborated with supplier and users to develop solutions to meet requirements and regulations


• Developed processes and training as project progressed through to completion


• Trained authors and end users on standards and authoring, publishing, and browsing environments


• Followed up on deliverables and ensured timelines were met

Oct 2000 - July 2002 Assistant Manager Digital Media, International Air Transport Association

• Managed planning and production of digital media products on a project by project basis


• Translated customer business needs into technical product requirements


• Provided consistent, quality business-to-business customer service and support for digital media products


• Developed, streamlined, and documented business processes


• Supervised one direct report (product developer)

July 1997 - Oct 2000 Digital Data Administration Specialist, Air Canada

• With newly formed team, developed standards for process development and documentation


• Coordinated project to digitize policies and procedures manuals for maintenance division use


• Performed user requirements analysis and developed solutions to meet requirements and regulations


• Facilitated team and stakeholder process meetings, ensured standardization of process documents


• Designed and delivered team training and support on both software and documentation standards


• Developed database to track and prioritize processes

Mar 1996 - Aug 1997 Assistant Coordinator - External Portfolio, Concordia Student Safety Patrol

• Promoted the Patrol within Concordia community to increase awareness and usage


• Drafted proposals for approval by Patrol Steering Committee, including Dean of Students


• Liaised with internal and external guest speakers, chaired committees and scheduled patrol shifts


• Organized security for community events outside the university, including National Campus Safety Conference

Aug 1996 - May 1997 Staff Supervisor, Quebec Student Health Alliance

• Provided confidential customer service to university students managing their health plan


• Liaised with plan provider for problem resolution in escalated cases


• Supervised staff of six customer service agents

Mar 1993 - Aug 1996 Coordinator of Marketing Support, Bock & Bock Investment Services

• Provided client service, including maintaining client database


• Composed and proofed marketing documents and client


• Assisted in organisation and hosting of seminars

Education and Career Development
2000 – 2002 Masters in Business Administration
Concentration: Strategic Management
McGill University, Montreal, Canada

1997 – 2000 Certificate in Systems Analysis & Design
McGill University, Montreal, Canada

1993 – 1997 Bachelor of Arts
Honours Political Science, Major Western Society & Culture
Liberal Arts College Member
Concordia University, Montreal, Canada

1991 – 1993 DEC - Social Science
Liberal Arts Programme Certificate
CEGEP John Abbott College, Ste. Anne de Bellevue, Québec, Canada

Additional Courses:
Project Management Fundamentals (Air Canada, 2006); Techniques of Public Communications (Concordia University, Continuing Education, 2005); Leadership Skills (IATA, 2001); Project Management Tools & Techniques, Human Factors in Aviation (IATA & Air Canada, 2000); Team Management (Air Canada, 1998)

Volunteering / Other Activities

• Running (4 50Ks, 7 marathons, 10 half marathons, various trail races since Oct. 2004)


• Ultimate Frisbee, soccer


• Chair, Fundraising Committee, Board of Directors, NDG Food Depot (2006-2009)


• Montreal Ultimate Association: newsletter editor; League Chair, Executive Committee; Team Captain


• Field Staff Volunteer (statistics), World Ultimate Club Championships, Hawaii, (2002)


• VP Information Technology, McGill Management Business Conference (2002)


• Net Impact (Students for Socially Responsible Business) Member (2000 – 2001)

References
Available upon request