Kelly Burpee Levesque
Fredericton,NB
Summary
Kelly Burpee-Levesque is a seasoned Business Advisory Specialist with over 21 years of experience within the utility space. Kelly has a proven track record of leading the development and implementation of programs across various projects, demonstrating expertise in business analysis, quality assurance, and communications.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Business Advisor
Accenture Internal
12.2021 - Current
- Managed and collaborated on the development, implementation, and running of quality and knowledge management programs, both locally and with global teams
- Initiated Quality and Knowledge Management & Communications strategies and direction
- Drove call center/Accenture teams/vendors to meet/exceed service levels and key performance indicators
- Collaborated with stakeholders to enhance customer interaction environments
- Conducted regular coaching sessions, team engagement, performance evaluations, and other Human Resource requirements for direct reports
- Demonstrated ability to manage multiple priorities and drive projects to closure according to deadlines
- Represented Agent Performance in various capacities
- Skills Used: Business Model Strategy, Business Operation Management, Business Performance Management, Client Service, Continuous Improvement Techniques, Contract Compliance & Execution, Customer Interaction Management, Technology Service Design
Engagement and Communications Lead
Enbridge, INC
09.2016 - Current
- Ensured high performance delivery for Accenture and clients through performance optimization and continuous improvement, quality, and risk management
- Skills Used: Change Management, Communications Development and Delivery, Communications Strategy, Stakeholder Management
Quality Assurance Lead
Enbridge, INC
08.2016 - Current
- Provided general support to quality assurance (QA) directors, conducted in-depth quality assurance reviews, assisted on recovery teams, and performed root cause analysis
- Skills Used: Process Improvements, Quality Assurance (QA), Quality Management
Data Science Specialist (Nexidia Analytics)
Enbridge Inc
04.2023 - 12.2024
- Applied expertise in quantitative analysis, data mining, and data presentation to understand user interactions with products
- Partnered with teams to create hypotheses, identify data required for analysis, and identify trends and opportunities
- Informed, influenced, supported, and executed product decisions and launches
- Conducted exploratory analysis, proposed roadmap items, identified new levers to move key metrics, and built models of user behaviors for analysis
- Skills Used: Big Data Analytics, Data & AI Strategy, Data Analysis & Interpretation, Data Science
Engagement and Communications Lead
Export Development Canada (EDC)
08.2022 - 12.2024
- Ensured high performance delivery for Accenture and clients through performance optimization and continuous improvement, quality, and risk management
- Skills Used: Change Adoption, Communications Strategy, Human-Centered Design, Journey Management, Stakeholder Management
Quality Assurance Lead
EMPLOYMENT AND SOCIAL DEVELOPMENT CANADA
01.2021 - 10.2022
- Provided general support to quality assurance (QA) directors, conducted in-depth quality assurance reviews, assisted on recovery teams, and performed root cause analysis
- Skills Used: Process Improvements, Quality Assurance (QA), Quality Management
Engagement and Communications Lead
EMPLOYMENT AND SOCIAL DEVELOPMENT CANADA
06.2020 - 10.2022
- Ensured high performance delivery for Accenture and clients through performance optimization and continuous improvement, quality, and risk management
- Skills Used: Change Management, Communications Development and Delivery, Communications Strategy, Stakeholder Management
Client Service Operations Team Lead
Enbridge, INC
12.2011 - 01.2019
- Led a team of customer service agents, ensuring operational efficiency, quality service delivery, and client satisfaction while monitoring performance, providing coaching, and managing escalated issues
Client Service Operations Team Lead
FORTISBC ENERGY INC
12.2006 - 01.2011
- Led a team of customer service agents, ensuring operational efficiency, quality service delivery, and client satisfaction while monitoring performance, providing coaching, and managing escalated issues
Education
Bachelor of Arts - History
University of New Brunswick
Fredericton, NBSkills
- Business Operation Management
- Business Performance Management
- Continuous Improvement Techniques
- Communications Development and Delivery
- Quality Management
Languages
English
Native or Bilingual
Certification
Green Belt- Operational Excellence
Timeline
Data Science Specialist (Nexidia Analytics)
Enbridge Inc
04.2023 - 12.2024
Engagement and Communications Lead
Export Development Canada (EDC)
08.2022 - 12.2024
Business Advisor
Accenture Internal
12.2021 - Current
Quality Assurance Lead
EMPLOYMENT AND SOCIAL DEVELOPMENT CANADA
01.2021 - 10.2022
Engagement and Communications Lead
EMPLOYMENT AND SOCIAL DEVELOPMENT CANADA
06.2020 - 10.2022
Engagement and Communications Lead
Enbridge, INC
09.2016 - Current
Quality Assurance Lead
Enbridge, INC
08.2016 - Current
Client Service Operations Team Lead
Enbridge, INC
12.2011 - 01.2019
Client Service Operations Team Lead
FORTISBC ENERGY INC
12.2006 - 01.2011
Bachelor of Arts - History
University of New Brunswick
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