Nathalie Ritchie
Winnipeg,Manitoba
Summary
Diligent Process & Change Analyst with a keen eye for identifying hidden bottlenecks and unforeseen risks in business plans. Utilizing extensive organizational knowledge and change management expertise, provides exceptional foresight into operations. Excited to apply hard-earned expertise towards designing and executing impactful strategies.
Experienced Senior Project Manager adept at meeting tight deadlines, driving business opportunities, and thriving in team-based environments. Excels in managing key milestones and delivering exemplary customer service. Proven track record as a seasoned collaborator with strengths in meeting needs and improving processes. Known for strong communication and task prioritization skills, consistently delivers results.
Overview
29
29
years of professional experience
Work History
Senior Technical Program Manager
SKIP THE DISHES
2022.10 - 2024.07
- Delivered high-quality software solutions for multiple clients by leading cross-functional teams through all phases of development life cycle.
- Developed comprehensive project plans that effectively tracked progress, risks, dependencies, and milestones.
- Successfully led diverse teams of engineers, designers, and QA specialists to achieve seamless collaboration and high-quality results.
- Collaborated with product owners to define feature requirements, resulting in more accurate scope definition for each project phase.
- Established strong relationships with internal clients to better understand their needs and expectations related to process improvements.
Lead Business Analyst
Skip The Dishes
2020.03 - 2022.10
- Optimized business operations with thorough analysis of current systems, identifying areas for improvement and recommending actionable changes.
- Mentored 5 junior analysts, providing guidance on best practices, technical skills development, and career growth opportunities.
- Assisted in change management initiatives by providing clear guidance on process transitions while ensuring minimal disruption to daily operations.
- Implemented process improvements that resulted in significant time savings for various departments across the organization.
Process & Change Analyst
Canada Life
2016.01 - 2020.03
- Analyzed and documented company processes for executive leadership and suggested areas for improvement.
- Increased efficiency and team performance by 5% by implementing actionable process improvements.
- Led workshops aimed at fostering a culture of continuous improvement among team members.
- Designed process models to provide clear, understandable tools for presenting complex business processes to individuals with minimal knowledge on topic.
- Conducted root cause analyses to pinpoint underlying problems within existing processes, enabling targeted improvements.
Group Enrolment Training Coordinator
CANADA LIFE
2009.04 - 2016.01
- Collaborated with department managers to design customized training plans aligned with organizational goals.
- Provided ongoing coaching and mentoring support to 100% of new hires trained as well as 2-5 employees seeking career growth
- Developed engaging instructional materials, including presentations, handouts, and interactive activities.
- Delivered high-quality classroom instruction using a variety of teaching methods tailored to individual learning styles.
- Enhanced employee performance by developing and implementing comprehensive training programs.
Group Enrolment Coordinator/Designated Trainer
CANADA LIFE
2004.08 - 2009.03
- Oversaw daily workload of the 16 Enrolment Processors in the department, ensuring smooth workflow and timely completion of tasks.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Trained and mentored junior enrollment professionals.
- Developed training materials for new Enrollment Coordinators to ensure consistent service delivery across the department.
- Maintained detailed and accurate records between multiple databases and programs.
- Maintained a high level of professionalism when interacting with both internal and external stakeholders, upholding the institution's reputation for excellence.
Customer Sales and Service Agent
AIR CANADA
2000.03 - 2004.07
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Assistant Manager
SMART SET
1995.06 - 2000.03
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Assisted with hiring, training and mentoring new staff members.
- Improved customer satisfaction through staff training in customer service and product knowledge.
Education
Some College (No Degree) - Management, Project Management & Communication
Online Courses
Winnipeg, MBManagement Development Certificate -
Red River College
Winnipeg, MB01.2014
Business and Administration Certificate with honours -
Red River College
Winnipeg, MB01.2014
Bilingual and Academic diploma -
Silver Heights Collegiate
Winnipeg, MB01.1994
Skills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Training and Development
- Employee Coaching and Mentoring
- Staff Management
- Project Management
- Process Improvement
- Project Planning
- Business process modeling
- Process Documentation
Languages
English
Native or Bilingual
French
Full Professional
Additional Information
President of the St. James Rods Football Club
- Provide an enjoyable experience to all players and their families
- Organize events throughout the season
- Communicate information with board members, team managers, coaches and parents/guardians on a regular basis
Timeline
Senior Technical Program Manager
SKIP THE DISHES
2022.10 - 2024.07
Lead Business Analyst
Skip The Dishes
2020.03 - 2022.10
Process & Change Analyst
Canada Life
2016.01 - 2020.03
Group Enrolment Training Coordinator
CANADA LIFE
2009.04 - 2016.01
Group Enrolment Coordinator/Designated Trainer
CANADA LIFE
2004.08 - 2009.03
Customer Sales and Service Agent
AIR CANADA
2000.03 - 2004.07
Assistant Manager
SMART SET
1995.06 - 2000.03
Some College (No Degree) - Management, Project Management & Communication
Online Courses
Management Development Certificate -
Red River College
Business and Administration Certificate with honours -
Red River College
Bilingual and Academic diploma -
Silver Heights Collegiate
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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