Jennifer Oram
Saint John,Canada
Summary
Versatile employee with a strong work ethic and effective communication skills. Excels at multitasking in fast-paced environments. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Eager to contribute to a dynamic team and support organizational goals.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Specialist, Business Intelligence (Digital)
Bell Canada
06.2024 - Current
- Create dashboards using Adobe Analytics to track impacts/performance of marketing campaigns, new projects, process improvements, errors, etc. (BRS, VRS, VM)
- Ensure tracking codes are following proper nomenclature.
- Identify areas of improvement in new and existing customer shop flow.
Specialist, Online Shop (VirginPlus)
Bell Canada
04.2022 - 05.2023
- Successfully enhanced sales and optimized channel mix for Virgin e-Shop.
- Achieved significant improvements in sales and conversion results through targeted enhancements to the Virgin shop experience online.
Specialist, Digital Sales (Bell/Virgin)
Bell Canada
09.2021 - 04.2022
- Updated and managed online dashboards for Bell & Virgin.
- Presented weekly results to senior leaders, identifying areas of opportunity for stronger performance.
- Increased efficiency of Online reporting via automation of manual dashboards in partnership with BI teams
Specialist, Partner Performance Sales
Bell Canada
05.2016 - 10.2021
- Collaborated and supported Atlantic Residential Sales Inbound, Outbound, and E-Chat channels to successfully achieve sales deliverables.
- Identified areas of improvement for sales teams, created action plans, and monitored progress.
- Monitored competitor activities and identified potential threats or opportunities for the organization's Sales division.
- Collaborated with Product and Channel Support Specialists.
Workforce Management Specialist, Budget and Long Term Planning
Bell Canada
10.2015 - 05.2016
- Created bottom-up budget builds and quarterly YEEs for customer operation groups.
- Aligned ongoing analysis of call volume with average handle time (AHT) trends and Key Future Influencers (KFIs) to attain financial targets.
Senior Business Analyst
Bell Canada
10.2011 - 10.2015
- Implemented strategies to reduce call volumes, decrease repeat callers, enhance IVR functionality, improve agent productivity, and streamline operations.
- Delivered informative presentations to senior leaders highlighting ongoing initiatives, significant findings and cost-saving measures.
Operations Manager, Atlantic Workforce Management
Bell Canada
10.2009 - 10.2011
- Led the Bell Aliant Workforce Management team in overseeing Forecasting, Scheduling, and Intraday Management.
- Managed Contact Center Call Volume Forecasts and agent schedules while ensuring real-time adherence
Operations Manager, Sales and Care Contact Center
Bell Canada
10.2004 - 10.2008
- Led and coached a team of 10 frontline managers and 2 HR Coordinators, providing support to 250 unionized agents across 2 centers.
- Directed efforts towards KPI performance coaching while promoting creative problem-solving techniques to drive Sales, Quality, and FCR.
- Collaborated with campaign and marketing teams to drive sales performance.
Acting, Senior Manager, Sales and Care Contact Center
NBTEL
01.2005 - 01.2006
Manager, Credit and Collections
NBTEL
01.2001 - 01.2003
Manager, Outbound Loyalty
NBTEL
01.2000 - 01.2001
Manager, Retail Phone Center
NBTEL
Saint John, Canada
01.1997 - 01.1999
Education
Bachelor of Business - Finance/Accounting
University of New Brunswick
Saint John, NB, Canada01.1994
Skills
- Budget and Cost Management
- Excellent Communication
- Strong presentation skills
- Problem-solving aptitude
- Analytical Thinking
- Strong Interpersonal Skills
- Teamwork and Collaboration
- Adaptability and Flexibility
Leadership Experience
Leading by example is my signature attribute. The foundation of my leadership success comes from the passion and energy that I display in my work every day in combination with my collaborative leadership style. This has allowed me to gain the integrity and trust needed to lead and support my teams to continuous improvement and success.
Volunteer Experience
- Bell Aliant Pioneer, 01/01/97 to present
- Volleyball Coach, Harbour View High School, 01/01/16-01/01/21
- Lancaster Little League Executive member
- Little League National Championship- Media Relations Prime/ Assistant Tournament Director, 01/01/15- 08/31/15
- Lancaster Minor Hockey Fundraising Coordinator (Bantam)
References
- Rob Porter, Senior Manager, Marketing Communications, 416-735-3316
- Will Flick, Senior Manager, Advanced Analytics, 416-556-4600
- Susan Cunningham, Specialist, Business Strategy, 902-233-0071
Certification
- Microsoft Office Suite
- Adobe Analytics
- Lean Six Sigma Certified (Green Belt)
- Prosci Change Management Certified
- Sales Leadership Training Certified
Timeline
Specialist, Business Intelligence (Digital)
Bell Canada
06.2024 - Current
Specialist, Online Shop (VirginPlus)
Bell Canada
04.2022 - 05.2023
Specialist, Digital Sales (Bell/Virgin)
Bell Canada
09.2021 - 04.2022
Specialist, Partner Performance Sales
Bell Canada
05.2016 - 10.2021
Workforce Management Specialist, Budget and Long Term Planning
Bell Canada
10.2015 - 05.2016
Senior Business Analyst
Bell Canada
10.2011 - 10.2015
Operations Manager, Atlantic Workforce Management
Bell Canada
10.2009 - 10.2011
Acting, Senior Manager, Sales and Care Contact Center
NBTEL
01.2005 - 01.2006
Operations Manager, Sales and Care Contact Center
Bell Canada
10.2004 - 10.2008
Manager, Credit and Collections
NBTEL
01.2001 - 01.2003
Manager, Outbound Loyalty
NBTEL
01.2000 - 01.2001
Manager, Retail Phone Center
NBTEL
01.1997 - 01.1999
- Microsoft Office Suite
- Adobe Analytics
- Lean Six Sigma Certified (Green Belt)
- Prosci Change Management Certified
- Sales Leadership Training Certified
Bachelor of Business - Finance/Accounting
University of New Brunswick
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