CLAUDIA TSE
Summary
Resourceful Business Analyst and Project Manager with 6 years of experience in analyzing business processes, identifying needs, and streamlining implementation. Strong track record of stakeholder management to drive strategic decision-making and enhance operational efficiency. Skilled in requirement gathering, process improvement, and project management.
Overview
12
12
years of professional experience
Work History
Project Manager II
TELUS Health Business Strategy &Development Office
06.2022 - Current
- Facilitated workshops with TELUS Health Care Clinic stakeholders to reduce their in-clinic wait times
- Onboarded the newly acquired TELUS Health teams onto the TELUS Corporate Canada Post Account, which resulted in significant time savings for employees by streamlining invoice reconciliations
- Implemented process improvement workshops that streamlined billing and payment processes in TELUS Health Care Clinics
Senior Business Analyst
TELUS Sales & Service Enablement Project Management Office
12.2020 - 05.2022
- Designed and collected business requirements for developing a territory/sales management app tailored for door-to-door agents
- Cross collaborated with technology architects and developers on implementation to ensure on-time delivery
- Prioritized requirements with business primes and provided estimates and effort based on resources available
Business Analyst II
TELUS Sales & Service Enablement Project Management Office
07.2018 - 11.2020
- Business prime for Salesforce projects and application tools that support frontline operations at TELUS
- Expanded systems delivery for “Fibre In A Day” project and Drop Permissions in Multi Dwelling homes resulting in annual cost savings of $145K in internal labor
- Achieved “Unsung Hero Award” for Q1/Q2 2019
Business Analyst I
TELUS Customer Experience Strategy & Development Project Management Office
10.2017 - 07.2018
- Managed TV defects with the project team to ensure that every Optik TV and Pik TV app surpassed customer expectations prior to each launch date
- Built test scenarios based on the business requirements for the TELUS Rewards Program
- Managed the CE UAT teams to ensure that the functionality of the product or service would not have a negative impact on frontline teams or TELUS customers
Channel Live Order Support Member
TELUS Customer Experience FFH Care
10.2015 - 10.2017
- Supporting TELUS's internal and external clients' orders for home services (dealers, d2d agents, and clients)
- Achieved “Leading Star Award” for Q1/Q2 2016.
Complimentary Sales Team Member
The Acquisition Group
09.2013 - 10.2015
- Contractor for TELUS D2C Department – supporting MPIA and RM programs
- Strategically booking installation dates and selling TELUS products for new customers over the phone - achieved over 80 percent booking rate in new fibre build areas.
Administrative Clerk
The Most Excellent Baking Company
09.2012 - 07.2013
- Input sales order information into Quickbooks and calculated costs per order
- Used MS Excel and Word to create and distribute delivery and product lists.
Education
Bachelor of Arts - Communications
Simon Fraser University
Burnaby04.2013
Skills
- Business Analysis
- Meeting facilitation
- Scope Management
- Presentations
- Detail Oriented
- Stakeholder Relations
- Cross-Functional Collaboration
- Agile Methodology
- Root Cause Analysis
- Project Planning
- Project Management
- Strategic Planning
Languages
English
Native or Bilingual
Cantonese
Professional Working
French
Limited Working
References
Available Upon Request
Timeline
Project Manager II
TELUS Health Business Strategy &Development Office
06.2022 - Current
Senior Business Analyst
TELUS Sales & Service Enablement Project Management Office
12.2020 - 05.2022
Business Analyst II
TELUS Sales & Service Enablement Project Management Office
07.2018 - 11.2020
Business Analyst I
TELUS Customer Experience Strategy & Development Project Management Office
10.2017 - 07.2018
Channel Live Order Support Member
TELUS Customer Experience FFH Care
10.2015 - 10.2017
Complimentary Sales Team Member
The Acquisition Group
09.2013 - 10.2015
Administrative Clerk
The Most Excellent Baking Company
09.2012 - 07.2013
Bachelor of Arts - Communications
Simon Fraser University
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