John Welechenko
Edmonton,AB
Summary
Accomplished Senior Program Manager with a proven track record at Telus Communications, adept in strategic planning and problem-solving. Expert in leading cross-functional teams to exceed business objectives, achieving significant improvements in program alignment and stakeholder satisfaction. Skilled in Agile Methodology and fostering strong customer relationships, ensuring project success and enhanced business efficiency.
Overview
24
24
years of professional experience
Work History
Senior Program Manager
Telus Communications
07.2021 - Current
- Ensured integration of Casa strategy with CE Ops strategy as well as other CE and Customer technology strategies
- Managed stakeholder communication, leading to improved alignment between business objectives and program goals. This includes Casa VP SteerCo's, CE Ops. and CE Enablement Governance.
- Managed cross-functional teams, including CIO and TELUS business teams, to deliver high-quality products within scope and budget constraints.
- Established clear performance business and project KPIs for tracking program success and enabling informed decision-making processes.
- Cultivated strong relationships with external partners (i.e. TELUS Digital, Channel, Marketing), ensuring effective collaboration on joint projects and initiatives, such as Next Best Offer.
- Developed comprehensive road maps and project plans for the Casa Program, resulting in successful on-time delivery of multiple programs, including the prioritization of in-take funnel opportunities
- Tracked and reported program results to customers and stakeholders for Business Casing and to facilitate change management activities.
- Responsible for financial management of the Casa program including Casa budget, forecast, actuals and variance. Also responsible for the Casa Programs MLT updates, Full Monty reports and Annual Capital planning.
- Lead the team in the vendor selection process for the Casa program's UI/UX.
- Responsible for the sign-off of release scope and release readiness.
- Created and communicated Business Case (EASE) financials for the Casa program at each of the project's gating stage, in order to satisfy the program's Capital Governance requirements.
- Helped lead the management of Casa's rollout to various agent groups including Home Solutions, TELUS Mobility, Koodo and TELUS Quebec.
Business Consultant
Telus Communications
06.2017 - 07.2021
- Utilized my SAFe4 Practitioner skills to lead a new agile team in delivering the Omni-Ordering Compass program
- Increased client satisfaction by implementing, often complex, tailored solutions for their unique business needs, with a focus on Consumer ordering solutions.
- Facilitated focus group sessions for the purpose of understanding agent processes in the developing of a new ordering system
- Delivered Omni Ordering within tight deadlines, ensuring consistent client satisfaction and timely project completion.
- Managed the Business Case financials for Omni Ordering at each project gating stage as per the program, and TELUS, governance processes.
- Managed program issues, risks and delivery decisions
- Established and reported on project KPI
Senior Business Analyst
Telus Communications
07.2013 - 06.2017
- Worked with various stakeholder to align project deliverables and business objectives, including agent communication and training, with development release schedules.
- Created detailed user stories for system enhancements, leading to improved functionality and user satisfaction. This included, but was not limited to, both Omni Ordering and the OMS upgrade project.
- Upon completion of the Agile Product Owner training, facilitated requirement gathering workshops, resulting in clear project objectives and deliverables.
- Acted as the key business prime for supporting the AMDOCS OMS upgrade, including the creation of benefits to support the initiative.
- Improved project efficiency by analyzing business processes and identifying areas for improvement.
- Created and communicated Business Case financials at each of the projects gating stage in order to satisfy Capital Governance processes.
BA II
Telus Communications
08.2010 - 07.2013
- Lead Business Analyst Order Entry Streamlining (OES). Specialized in impact analysis, business case development with EASE financial modeling, risk analysis and mitigation.
- Responsible for vendor evaluation & relationship management, business process analysis, and requirement gathering, CPR (project) updates, prototype development and usability testing.
- Acted as lead BA for communication of OES project status and business case development to senior leadership team
- Support various TELUS projects such as TTV Self-Care, OMS Data Purge, Simplify Fulfillment, DT One Customer Summary redesign, Order Entry system isolation, NOVA re-write
- Lead BA for Workflow Optimization. Role included Impact Analysis creation and communication to CE governance with handover to Compass Efficiency Improvement project.
- Lead BA for Unstructured Address Search pilot. Role included requirement review, arranging logistical team for pilot and analysis of post implementation data.
- Solid vendor relationships with numerous companies including: IBM, AMDOCS and Performance by Design
BA I
Telus Communications
08.2006 - 08.2010
- Managed the elicitation, documentation and validation of business requirements for complex consumer projects including Project Imagine, RPD and Project Evolution.
- Creation and management of both change requests and defects for large scale projects
- Performed cost & benefit analysis for projects during different stages of the lifecycle
- Closely participated in wireframe construction and prototyping for new graphic user interfaces as well as running Focus groups, usability testing, monitoring and GOMS analysis
- Created and communicated enterprise-wide system embargos for large conversion projects.
- Provided subject matter expertise during the Imagine projects’ business readiness support center activities including ticket resolution, floor coach conferences and daily key learnings
- Lead trainer of Imagine systems for multiple business units within TELUS.
- Defect triage lead for Project Imagine UAT Testers
Customer Service Representative
Telus Communications
11.2000 - 08.2006
- As an inbound Sales and Service agent for Alberta and BC residential customers, I managed customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Received various awards including the Pinnacle award for Outstanding Sales & Service, Best in Quest for top Sales in Alberta and BC and was a 4 time Leading Stars recipient for outstanding contributions
- Acted as floor coach of CARE agents and On the Job Trainer of new customer service reps.
- Selected as a service representative for Imagine Pilot project
Education
Masters Certificate in Business Analysis - Business Analysis
Schulich School of Business
Calgary, AB03.2010
Marketing Certificate - Marketing
Southern Alberta Institute of Technology
Calgary, AB04.2000
Skills
- Scope Management
- Problem-solving skills
- Strategic Planning
- Project Leadership
- Strong analytical skills
- Training and mentoring
- Change & Risk Management
- Business Forecasting
- Project cost management
- Agile Methodology
- Strategic goal development
- Requirements Gathering
- Trends Analysis & Reporting
- Work Planning and Prioritization
- Customer Relationship Management
Accomplishments
- "Goals" Assessment: Last 5 years between 2019 - 2023, I achieved a "Strong Performance" (4x) and a "Extraordinary Performance" (1x)
- "TELUS Values" Assessment: Last 5 years between 2019 - 2023, I achieved a "Strong Performance" (2x) and a "Extraordinary Performance" (3x)
Additional Information
Community Activities, including TELUS Day of Giving Volunteer work
- TELUS JDRF walk & JDRF Poker Fundraiser - Edmonton
- Light the Night fundraiser for the Leukemia & Lymphoma Society of Canada - Edmonton
- Louise McKinney River valley cleanup - Edmonton (3 years)
- William Hawrelak Park cleanup - Edmonton
- Pride Festival - Edmonton (3 Years)
- Meals on Wheels - Edmonton & Toronto (3 years)
- Food Bank - Edmonton
- Soup Kitchen - Toronto (2 years)
- Edmonton Folk Festival (2 years)
Timeline
Senior Program Manager
Telus Communications
07.2021 - Current
Business Consultant
Telus Communications
06.2017 - 07.2021
Senior Business Analyst
Telus Communications
07.2013 - 06.2017
BA II
Telus Communications
08.2010 - 07.2013
BA I
Telus Communications
08.2006 - 08.2010
Customer Service Representative
Telus Communications
11.2000 - 08.2006
Masters Certificate in Business Analysis - Business Analysis
Schulich School of Business
Marketing Certificate - Marketing
Southern Alberta Institute of Technology
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