Maduni de Freitas

• Developed short- and long-term strategic plans based on operational knowledge and data analysis to further company vision.
• Support the execution of the overall strategy for the Open Banking solution and develop that into a solution blieprint which covers the product, legal privacy and operational elements of the offering
• Understand the overall business and product strategy and convert it into actionable tasks, working with cross finctional teams to ensure that tasks are completed on time and to the right standards
• Create customer journey maps to validate customer needs and requirements and articulate them clearly to both internal and external stakeholders
• Translate the findings fro market and competative research into product requirements, define backlog and groom and prioritize according to outcome-oriented goals

Leading the agile development of the CRM (Contact Centre Platform) desktop of Canadian & International Banking and managing key customer/employee experience programs. Working with multiple stakeholders throughout the bank to optimize and implement new processes that align to business strategy, and optimizes the experience for both customers and employees.

• Agile Senior Product Owner on current Enterprise wide CRM Project, for the Canada (2020-Present) International Banking line of business (2016-2020) - Responsible for the customer experience vision and execution into the platform and program
• Manage a scrum team and technology partners – ensuring effective team work, high standards of work and organizational performance.
• Lead team and execute the service re-design process – collecting data, Utilizing; analytics/ Voice of the customer data, opportunity/stakeholder assessments, data insights, customer journey mapping, employee adoption and engagement, focus groups, service blueprints, and usability testing to validate design
• Strong cross functional collaboration to provide; strategic policy analysis, evaluation frameworks, rational for requirements, process optimization, policy changes and change management initiatives.
• Successfully delivered the strategy for the implementation of legislative changes ( Bill C-86), to execute on operational impacts, and changes to policies, procedures and system changes.
• Perform end-to-end performance assessment/measures of newly implemented processes and practices; developing process improvement objectives, key performance indicators, including measurement and target metrics to facilitate ongoing and continuous improvement.
• Developing, preparing and delivering strategic presentations for senior/executive team, key stakeholders and members from all organizational levels – to inform and/or obtain buy in on key decisions to the program
• Managing projects that impact customer/employee experience,: Loyalty, application adjudication system, multi-touch,– working with internal teams for alignment and collaboration
• Key Audit/compliance subject matter expert for International and Canadian build - responsible for research, to analyze and synthesize; legislation, provincial/global guidelines, financial and resource issues, organizational models, strategic and analytical documents, into policies, procedures and project proposals – resulted in being the lead on re-design of overall global authentication process
• Working with external vendors – including RFP Process, once acquired; managing effectiveness and efficiency to timelines and budget
• Lead the re-design of the roadmap for enhancement of digital engagement
• Managed deployment of NPS to international markets
• Developed key program artifacts: Roadmap, Journey maps, ecosystem maps, experience standards and principles
• Experience with Agile tools: JIRA, Confluence

• Development and execution of marketing campaigns, In-Store Key Responsibilities Include:.
• Enhance customer experience nationally with digital & static in store, print, and digital.
• Flawless execution on campaign management: deliver on-time and on-budget projects with measurable results.
• Work with external vendors on campaigns – managing effectiveness and efficiency to timelines and budget.
• Lead the design, communication, approval, development, adoption and execution of creative campaigns.
• Developed and implemented a measurement and benefit realization strategy to monitor achievement of performance outcomes for campaigns.

• Development, coordination and maintenance, analysis of Client Feedback Surveys (Voice of the Customer) and programs.
• Analyze and gather the required resources, to resolve issues within the business structure, to increase client loyalty.
• Resource for Executive team when making client facing decisions.
• Key Responsibilities Include:.
• Create, Manage, Maintain all Client Experience Programs.
• Provide evaluation/analysis and recommendations to enhance customer experience with business process modelling and reengineering, strategic plans and organizational design.
• Created framework for employee recognition and rewards compensation re-design for Client Experience to executive team.
• Responsible for all communications to field management and senior leadership teams regarding Client Experience – including’ results, trending and monthly Newsletter to National team.
• Created and managed Budget exceeding $1M for all programs, ensuring that expenditures are controlled and maintained within approved budget limitations.
• Manage relationships with external vendors for proper execution of TELUS survey programs.
• Liaise with Marketing, Skills development, Product Development and Communications teams providing timely insights and feedback to enhance Customer Experience in store.

• Supervises the day to day operation of all assigned staff (in a unionized environment) including the scheduling, assigning and reviewing of work.
• Mentoring and monitoring team performance, assisting with escalations and quality of service through coaching.
• Employee Engagement Prime – leading the review and analysis of employee surveys; to understand pain points and areas of opportunity – to be a catalyst for change by spearheading initiatives to improve employee experience..
• Create, Manage, and facilitate frontline employee training programs.

The QuEST team is responsible for training of all product and service information to the national contact centre frontline team. They create and conduct new Hire and existing employee trainings.

· Create, Manage, and facilitate frontline employee training programs

OMEGA DIRECT provides 3rd party contact centre services, Provide training and coaching to all new hire and experienced contact centre employees.

• Delivered management communications to internal and external parties.