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Tara Egan

@taraegan

Enterprise operations and customer success leader with 16+ years in telecom, business analysis, CRM, process improvement and client experience.

Canada

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What I'm looking for

I’m seeking a fully remote role in Customer Success, Operations, Business Analysis, Implementation, or Service Delivery where I can improve processes, solve complex client needs, collaborate across teams, and deliver measurable results. I value an innovative, supportive organization that encourages ownership, continuous improvement, teamwork, and excellent customer experiences.

I’m an operations, customer success, and business analysis professional with 16+ years of experience supporting enterprise clients and complex operational environments. My background includes telecommunications, Salesforce and CRM case management, requirements gathering, process improvement, workflow development, reporting, UAT, implementation, escalations, and cross-functional collaboration.

I’m known for turning complex customer and operational challenges into practical, scalable solutions. At Rogers Communications, my work contributed to significant financial recoveries and contract value while maintaining strong client relationships and service outcomes.

I also bring leadership experience managing teams, workloads, quality standards, and competing priorities in deadline-driven environments. I enjoy identifying what isn’t working, bringing the right people together, and building a better way forward.

I’m currently seeking a fully remote opportunity in Customer Success, Client Operations, Operations Management, Business Analysis, Implementation, Service Delivery, or Process Improvement where I can contribute my experience while continuing to learn and grow.

Experience

Work history, roles, and key accomplishments

Crew Leader

Statistics Canada

Apr 2026 - Aug 2026 (4 months)

Led a geographically dispersed team in a deadline-driven federal program requiring operational discipline, confidentiality, documentation accuracy and quality control. Managed workloads and priorities, monitored case completion, resolved operational issues and escalations, conducted quality reviews, and coached team members on procedures, systems and documentation standards.

Team Leadership Workload Management Quality Control Documentation Coaching Operational Discipline Confidentiality

Manager

Accident Support Services

Aug 2024 - May 2025 (9 months)

Managed daily operations in a high-pressure client-service environment, including staffing, workflow coordination, customer escalations, documentation quality, compliance and stakeholder relationships. Coached staff, resolved complex customer situations and maintained operational performance, accountability and service standards.

Staffing Workflow Coordination Customer Escalation Documentation Quality Compliance Stakeholder relationship Coaching operational performance Accountability Service standards

Business Analyst II

Rogers Communications Inc.

Oct 2007 - Feb 2024 (16 years 4 months)

Supported enterprise telecom clients across operational and implementation workflows. Managed cases and escalations, gathered requirements, improved processes, conducted UAT, and supported implementations using Salesforce and CRM. Managed 873 disconnect cases contributing to $754,729 in recovered fees and closed 97 MACD opportunities worth $394,618. Achieved a 90.3% relationship score.

Salesforce CRM Case Management Requirements Gathering Process Improvement UAT Testing Reporting Documentation Implementation Stakeholder Management Cross Functional Collaboration Escalation Management Workflow Optimization

Education

Degrees, certifications, and relevant coursework

CTS Canadian Career College

Diploma, Primary Care Paramedic

2025 - 2026

Completed extensive coursework and practical training in patient assessment, anatomy and physiology, emergency care, documentation, communication, professional practice, safety protocols, and clinical skills.