Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

MICHELLE LAGOS

East Gwillimbury,ON

Summary

PROFESSIONAL SUMMARY Public Administration Specialist with more than 12 years' experience as a driver of change. Specializing in policy analysis, strategic initiatives, communications, research, and project management that translate organizational strategic priorities into operational goals. Strategic thinker that is dedicated to leveraging continuous improvement methodologies to achieve optimum utilization of resources in public administration and local governance

Overview

19
19
years of professional experience
1
1
Certification

Work History

People Change Management Lead, Business Transformation

Alectra Utilities Corporation
01.2023 - Current
  • Works with Business Unit Leaders/Sponsors to assess change readiness and project risk related to change to ensure stakeholder engagement and commitment
  • Conducts stakeholder assessments, change impact assessments, and stakeholder analysis; works with stakeholders to identify and anticipate resistance to change
  • Identifies deviations in performance from change standards and implements strategies for corrective action to achieve full organizational adoption to change
  • Develops change readiness assessments, change adoption assessments and develops change reinforcement places to reduce resistance, foster a positive acceptance of change and adoption of desired behaviors and practices
  • Ensures that new change initiatives introduced into organization help to further organizational objectives and fit in completely with Alectra’s corporate vision and mission
  • Works with Business Units to develop/redefine/confirm roles, procedures, responsibilities, accountabilities, support systems and incentives that address and reflect changes identified
  • Develops change management strategies and plans, including defining and delivering a change management solution that maximizes employee engagement and supports comprehensive, timely, and virtually seamless transition and implementation
  • Reports on metrics/success measures to drive adoption and sustainment of change
  • Collaborates with Human Resources and Business Subject Matter Experts (SME’s) to develop and deliver required education and training, including structure of training curricula, courses, course material, and identification of attendees, including scheduling and execution of training sessions related to changes
  • Works with Project Manager(s), Business Subject Matter Experts and, to develop and deliver timely and relevant Change Communications; raises appropriate issues to the Manager, Organizational Change Management
  • Creates conditions for a smooth transition to changes with least resistance from the employees and maximum enthusiasm to adapt to the change
  • Researches, recommends and implements new or enhanced policies, procedures and processes to improve operational effectiveness
  • Continues to maintain a close engagement with specialists from other departments such as People & Transformation, Corporate Relations to ensure a smooth transition to change and organization-wide successful implementation of change initiatives.
  • Enhanced change management processes by implementing effective communication strategies and stakeholder engagement techniques.
  • Streamlined organizational restructuring efforts for smoother transitions, utilizing deep understanding of business needs and employee concerns.
  • Developed comprehensive training programs to support employees during transformation initiatives, resulting in higher adoption rates and minimized resistance.
  • Designed detailed impact assessments to identify potential risks and mitigate organizational disruptions during critical change projects.
  • Built strong relationships with cross-functional teams, fostering collaboration and streamlined decision-making throughout change initiatives.
  • Established efficient monitoring systems to track progress of change projects, ensuring timely completion and alignment with business objectives.
  • Led change project teams, providing clear guidance on roles, responsibilities, goals, timelines, and expected outcomes.
  • Influenced senior leadership buy-in for critical change initiatives through persuasive presentations and data-driven insights.
  • Spearheaded complex organizational transformations by devising strategic roadmaps outlining necessary steps for achieving desired outcomes.
  • Conducted thorough post-implementation reviews to assess success factors and lessons learned from completed change projects.
  • Devised innovative solutions for overcoming resistance to change within the organization by engaging stakeholders in open dialogues about their concerns and expectations.
  • Standardized best practices across various departments as a Change Management Lead through continuous process documentation review.
  • Championed a culture of adaptability throughout the organization by promoting open communication, continuous learning, and flexibility in response to evolving business conditions.
  • Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
  • Partnered with business teams to understand needs and mitigate potential problems.

Project Manager

The City of Brampton
01.2021 - 01.2023
  • Project lead for special projects and critical cross-departmental initiatives that align with the Term of Council priorities and corporate objectives
  • Strategizes across Public Works & Engineering divisions as well as internal partners as required on strategic initiatives
  • Acts as a liaison between constituents and a variety of stakeholders to ensure alignment
  • Communicates effectively and establish links with stakeholders to identify needs and evaluate alternative business solutions to meet the Strategic Plan goals and objectives
  • Provide input to and manage current budget of expenditures related to function or programs and ensure budget compliance meet necessary sign-offs and approvals
  • Meets with a range of constituents and stakeholders, and advises the Commissioner and others regarding findings and recommended next steps
  • Proactively identifies issues that could impact the successful execution of projects and escalates issues to the Commissioner and provides sound recommendations to resolve the problem / mitigating risk
  • Establish and implement relevant standards to support defined programs and projects
  • Contribute and advise with other department heads and senior project leaders on the financial planning for special projects
  • Provides leadership and guidance in management and control of implementation processes to facilitate the successful delivery of projects
  • Build and foster strong working relationships and collaborative arrangements with internal and external customers, stakeholders and government agencies to promote, develop and integrate the Strategic Plan goals and objectives that drive business solutions
  • Provide input to and manages current budget of expenditures related to function or programs and ensures budget compliance.

Business Operations Advisor

The Regional Municipality of York
01.2018 - 01.2021
  • Business Continuity and Emergency Management Lead for multiple branches
  • Built and provided strategic advice to the departmental Senior Management Team regarding status of continuity plans and readiness for deployment
  • Developed and managed the coordination of the department's strategic planning process, with responsibility for managing, facilitation, implanting and monitoring the strategic planning efforts across the department in relation to Regional Council priorities
  • Coordinated quarterly reporting that advised and support to the Commissioner to establish and implement departmental objectives
  • Worked closely with 5 departmental leadership teams to gather, consolidate, and refine the status of the information presented
  • Monitored progress of 6 business units performance plans, objectives and business unit goals and reported quarterly Commissioner
  • Project managed the development of 5 department strategic plans and annual performance plan, including the coordination and departmental quarterly reporting of the plan
  • Led the development of new departmental policies to ensure alignment with corporate policy.
  • Conducted thorough analyses of operations to identify areas for improvement and recommend solutions.
  • Improved operational efficiency by identifying bottlenecks and implementing process improvements.
  • Streamlined workflow processes for increased productivity and reduced operational costs.

Researcher

City of Richmond Hill
01.2017 - 01.2018
  • Certified Lean expert for the Lean Pilot Program launched in 2017, responsible for advising, benchmarking, and providing literature research to support successful integration of a continuous improvement program at the Town
  • Managed benchmarking and best practices research for corporate strategic initiatives; HR Services, Development Services, Business Ambassador and Business Concierge Programs
  • Lead coordination and analysis of Census data for the upcoming update of the Town's Socio-Economic Study
  • Monitored, researched, analyzed, and reported on emerging municipal issues including strategic planning, annual municipal reports, community engagement, performance measurement, and economic development strategies
  • Expanded the internal communications and tracking of proposed legislative changes to all internal stakeholders with regular updates at both the Federal and Provincial level
  • Optimized the coordination and tracking of performance measurement data
  • Secured additional funding for the Town by supporting the coordination of grant applications under tight timelines constraints, ensuring deadlines are met
  • Acted as a rotating chair for weekly Strategic Plan Team meetings which includes preparation and distribution of agendas, minute taking and management of the work plan for the Strategic Plan Implementation Annual Report.

Service Improvement Coordinator

City of Richmond Hill
01.2016 - 01.2017
  • Worked with Stakeholders and managers as Project Manager for Development Services Review to understand the current state and create process / mapping the current state provision of services in the development process to clarify expectations, timelines, roles and responsibilities
  • Provided improved information sharing throughout all stages of the application process
  • Acted as corporate Liaison for Operations Core Services Review Worked with external consultants and internal cross departmental teams on the recommendations and implementation of several items identified
  • Some of the areas worked in included: Parks Operations Level of Service Study, Fleet Utilization Study, and the Roads & Traffic Level of Service Study
  • Prepared reports, discussion papers and presentations for consideration by a staff working group and Steering Committee
  • Conducted benchmarking research, identification of best practices and documentation of key findings report
  • Assisted with the completion of several successful grant applications for the Town
  • Customer Experience Lead
  • Enercare

01.2014 - 01.2016
  • Best Practices Oversaw team of (2) Customer Experience Account Associates
  • Conducted benchmarking analysis of industry competitors to assess continuous improvement opportunities through Lean
  • Applied project management framework to continuous improvement projects from beginning to end in collaboration with senior BPM consultants
  • Established performance metrics to track sustainability and results of change
  • Used data and other research tools and identified trends, root causes to solidify scope and frame roadmaps
  • Facilitated consultations with various stakeholders in the organization on an ongoing basis to develop and improve upon analyses and reporting that ultimately highlights root causes of negative customer experiences
  • Worked closely with various business units with competing priorities and align efforts to meet the strategic priorities of the organization by acting as a change agent in the organization
  • Applied change management techniques to help the business implement new processes and solutions and sustain change
  • Resolved customers' issues related to purchases, service installation and billing discrepancies to strengthen customer relationships
  • Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.

Marketing Analyst

American Express
01.2013 - 01.2014
  • Prepared annual budgets, forecasted trends, and reported performance to stakeholders
  • Project managed and executed 20+ simultaneous external and internal acquisition campaigns for consumer card portfolios with a strong focus on digital enablement
  • Collaborated with internal business units, international counterparts, and external partners to evolve acquisition strategy/channel and capabilities to streamline the customer experience
  • Identified gaps and implemented improvements to the online ID helper by adding additional entry points and providing a seamless customer digital activation/registration journey.

Learning & Development Facilitator

American Express
01.2012 - 01.2013
  • Helped facilitate call center training for a new hire cohort
  • Reviewed daily metrics of trainees to evaluate their strengths and weaknesses
  • Conducted one-on-one coaching sessions for new hire employees.

Personal & Small Business Account Representative

American Express
01.2005 - 01.2012
  • Implemented innovative programs to increase employee loyalty and reduce turnover
  • Delivered customized and effective solutions to clients that met unique demands
  • Selected as part of a unique project team that relocated to Columbus Ohio for three months in 2008 to help facilitate the opening of a new vendor site.

Education

B.A. - Public Administration & Governance

Ryerson University

Project Management Professional Project Management Institute Lean Six Sigma, Green Belt Certification -

Change Management Certification PROSCI -

McGill University

Diploma - Municipal Management

EDMM

AMCTO Workplace Mental Health Leadership Certificate Certificate in Process Management Queen’s University Excellence Canada Toronto Parliamentary Procedure James Lochrie, CMS Consulting Municipal Administration Program (MAP) AMCTO -

Skills

  • Project Management (PMP)
  • Continuous Improvement
  • Policy Analysis and Development
  • Strategic planning
  • Transformational Strategy
  • Operational Efficiency
  • Change Leadership

Certification

Project Management (PMP) | Lean Six Sigma Green Belt | Change Management (PROSCI)

Timeline

People Change Management Lead, Business Transformation

Alectra Utilities Corporation
01.2023 - Current

Project Manager

The City of Brampton
01.2021 - 01.2023

Business Operations Advisor

The Regional Municipality of York
01.2018 - 01.2021

Researcher

City of Richmond Hill
01.2017 - 01.2018

Service Improvement Coordinator

City of Richmond Hill
01.2016 - 01.2017

01.2014 - 01.2016

Marketing Analyst

American Express
01.2013 - 01.2014

Learning & Development Facilitator

American Express
01.2012 - 01.2013

Personal & Small Business Account Representative

American Express
01.2005 - 01.2012

B.A. - Public Administration & Governance

Ryerson University

Project Management Professional Project Management Institute Lean Six Sigma, Green Belt Certification -

Change Management Certification PROSCI -

McGill University

Diploma - Municipal Management

EDMM

AMCTO Workplace Mental Health Leadership Certificate Certificate in Process Management Queen’s University Excellence Canada Toronto Parliamentary Procedure James Lochrie, CMS Consulting Municipal Administration Program (MAP) AMCTO -

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MICHELLE LAGOS