At Bell, I own priorities across enterprise BSS platforms for billing, customer administration, ordering, provisioning and self-service. I took end-to-end ownership of the Secure Customer Input Tool, bringing PCI DSS-governed payment capture to IVR, SMS and email self-service.
After the manual payment option was retired, self-service adoption grew from approximately 40% at launch to near-universal use, while payment-related tickets and failures fell by an estimated 10%. I also rationalized a 600+ item backlog across three products, reducing active backlog by approximately 15% and P1/P2 payment-platform incidents by approximately 5%.
At Allstate Insurance Company of Canada, I led requirements and implementation for Essential ERM, translating OSFI-driven risk requirements into more than 100 documented requirements. I led UAT, defect triage, data migration, training and reporting, helping achieve zero critical defects at production deployment and adoption of 95% within two months.
Earlier, at Morgan Stanley, I worked on KYC workflow and data-platform enhancements, including SQL-driven data-quality dashboards that contributed to an estimated 40% reduction in post-release defects. At KPMG, I led requirements for AML transaction-monitoring and sanctions-screening platforms, and supported regulatory research and AML/KYC remediation work. I hold PSPO-II, CBAP, CAMS and CFE certifications.
