Adam Pitts
Calgary,Alberta
Summary
An amalgamation of exceptional team leader and talented project manager. Extensive track record of mentoring and building highly engaged high performing team members. With an aptitude of breaking down complex problems and coming up with clear forward thinking solutions driving team, program, and business success. Armed with a heightened understanding of project management methodologies, resulting in effectively managing budget, desired outcomes, and within project timelines leaving stakeholders and customers extremely satisfied
Overview
16
16
years of professional experience
1
1
Certification
Work History
Manager - Process Improvement
TELUS Communications
04.2021 - 11.2023
- Management of a team of 12 professionals aimed at implementing cost-effective programs across the Client Service Delivery team
- Strategized and executed on a 75% call reduction into dispatch teams via several automation initiatives resulting in ~ $1.5 million savings
- Implemented a range of cost-saving initiatives leveraging RPA, API, chatbot, and SaaS tools, resulting in a savings of ~ $3 million
- Key collaborator and strategist in multiple programs associated with in day customer communications and internal employee communications, driving call reduction into call center / dispatch / field teams by 200K per year
- Lead workgroup through dispatch system migration to Salesforce Field Services via User Acceptance Criteria, UAT testing, and change management.
Senior Strategy Manager
TELUS Communications
04.2019 - 03.2021
- Single contributor role with a focus on transforming National Resource Management and leading the workforce through the COVID-19 Pandemic
- Executed offshoring 50% of dispatch functionality, resulting in an ~ $1.5 million reduction in OPEX expenses
- Successfully orchestrated several programs aimed at upskilling workforce and driving revenue generation (2K units), customer copper to fiber migrations (12K), fielded dispatch yield (~5% increase), and reduced churn (.2%)
- Modernized management tool kit, resulting in partial automation of scheduling tasks reducing manager effort by ~5% and introducing quality control into the workforce
- Integral Collaborator and Project Manager for TELUS' COVID-19 Response ensuring employee safety and operational efficiency.
Resource Planning Team Manager
TELUS Communications
05.2015 - 05.2019
- Manage a team of 12 unionized team members with a focus to provide favorable next available due dates across to TELUS home service clients across Alberta while running and maintain technician schedules
- Mentored 11 team members resulting in promotions into management roles
- Modernized scheduling processes and tools across Client Service Delivery teams resulting in ~30% reduction in schedule fallout and policy grievances
- Drove and maintained 20% pulse check satisfaction increase while driving a high performing team and established a work from home program centralized around KPIs and performance while maintaining tight team interlocks and collaborative in office days.
Dispatch Team Manager
TELUS Communications
07.2013 - 04.2015
- Leading a team of 12 unionized members; primary goal was to exceed customer expectations in Alberta
- Responsible for scheduling, change management, training, performance management and setting up KPIs for the team
- Quickly established accountability with team members to deliver on business goals via coaching & mentoring, performance management, in turn earning trust from all stakeholders
- Recognized a 200% decrease in missed customer commitments by working with the team members to think outside the box and work closer with field resources all while establishing a clear and concise RACI
- Participated in several time in motion studies as it related to technician pressurization
- In turn taking those findings and coming up with policies and processes to successfully improve pressurization by ~5%
- Took charge of dispatch scheduling responsibilities which in turn drove an increase of ~30% service levels and ~25% reduction in overtime spend while ensuring a healthy work life balance for team members.
Loyalty & Retention Team Manager / Project Manager
TELUS Communications
04.2008 - 06.2013
- Managed an array of call centre teams from 20 – 100 unionized team members with a key focus on churn reduction, productivity and quality client interactions / outcomes while working on several key programs above and beyond manager scope
- Standardized gift with purchase process resulting in same day turnaround times and clear and concise criteria; identified several key areas of improvement through business analysis on executive escalations resulting in driving several programs geared at improving the client experience
- Architect of VIP retention team geared towards high revenue generating clients while achieving 98% client satisfaction and 1% churn rates
- Ensure that new hires are fully equipped with the necessary knowledge and skills needed to excel in their new role and team
- Specifically, focusing on up to ~100 unionized retention new hires and making certain that their transition after training is successful resulting in a 50% decrease in new hire attrition
- Recognized several times as “Best In Quest Manager” for leading the highest performing team in the department across all key performance indicators most notably 2.1% churn rates and +90% on customer satisfaction surveys.
Education
High School Diploma -
Crescent Heights High School
01.2002
Skills
- Critical Thinker
- Operations Manager
- Project Manager
- Avid Problem Solver
- Exceptional People Leadership
- Change Management Master
- Analytical Strategist
- Trusted Coach & Mentor
- Six Sigma / Agile / Waterfall
- Workforce Management
- Strategic Planning
Websites
Certification
- Coursera Project Management Certificate, 2023
- Certified First Aid (St. Johns Ambulance), 2015
- Registered Apprenticeship Program S.A.I.T (Culinary), 2001
Professional Development
- Google PMP Program, 2023
- Six Sigma, 2019
- Leading at TELUS, 2015
- Switch Gear Trained, 2012
Languages
English
Native or Bilingual
Timeline
Manager - Process Improvement
TELUS Communications
04.2021 - 11.2023
Senior Strategy Manager
TELUS Communications
04.2019 - 03.2021
Resource Planning Team Manager
TELUS Communications
05.2015 - 05.2019
Dispatch Team Manager
TELUS Communications
07.2013 - 04.2015
Loyalty & Retention Team Manager / Project Manager
TELUS Communications
04.2008 - 06.2013
High School Diploma -
Crescent Heights High School
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