Necole Miller
Toronto,ON
Summary
Experienced professional adept at steering project and program management initiatives within diverse organizational landscapes. Demonstrates expertise in orchestrating successful project implementations and driving impactful change. Skilled communicator and mentor with a knack for fostering collaboration and empowering team members to excel. Proven record of delivering results and navigating complex projects across various sectors.
Overview
21
21
years of professional experience
1
1
Certification
Work History
SENIOR PROJECT MANAGER
Ontario Lottery and Gaming Corporation (OLG)
07.2019 - 03.2024
- Initiated a project to replace OLG's aging and outdated ball drop machines with a standalone solution tailored for the Prize Centre.
- Managed the replacement project for OLG's payment processing system, transitioning to an integrated web-based solution to modernize the outdated payment system utilized by the Prize Centre.
- Project collaborated with a third-party professional services company to evaluate and assess the company's lottery systems.
- Created and implemented change management strategies, ensuring stakeholders are informed about the impacts of new system implementations and process adjustments.
- Engaged in a roundtable dialogue with the President and CEO, focusing on fostering diversity, equity, and inclusion within OLG.
- Managed the Insider’s program simultaneously with other projects and daily responsibilities for a period of six months.
- Aided in the recruitment process of the Prize Centre, including crafting job descriptions, and conducting virtual interviews for prospective candidates.
- Formulated employee engagement strategies tailored to the Prize Centre’s needs.
- Designed and executed User Acceptance Testing (UAT) plans and test cases.
- Highlighted the department's launch preparedness for a project during the company’s Town Hall meeting.
- Implemented project management methodologies, templates, and strategies at the Prize Centre to effectively manage initiatives affecting its operations.
- Analyzed client needs, gathered business requirements, and efficiently established project teams, developing detailed work plans, and allocating delivery resources accordingly.
- Led project governance, maintained artifacts, and held stakeholders accountable for quality and continuous improvement.
- Prepared program budgets, analyzed variances, and managed change requests within approved parameters, monitoring project performance and mitigating risks to ensure compliance with policies and regulations.
- Supervised project close-out activities, facilitated knowledge transfer, and provided change management support, collaborating with program directors, managers, and service providers to overcome obstacles.
- Mentored project teams, facilitated knowledge sharing, and contributed to professional development initiatives.
PROGRAM/PROJECT MANAGER
Metrolinx
04.2017 - 07.2019
- Presented to senior leadership and union executives on the Uniform Refresh Program, to secure alignment on new uniforms and updates to staff's entitlement outlined in their collective agreement.
- Spearheaded the UP Express customer service and sales initiative aimed at boosting ridership from Pearson Airport.
- Led program/project delivery and integration efforts for public sector initiatives.
- Provided mentorship, support, and leadership to project/program managers.
- Evaluated project health and statuses, tracking against defined scope, timelines, and financials.
- Championed the adoption of new processes through effective change management strategies on various projects.
PROGRAM MANAGER
Rogers Communications Inc.
09.2014 - 04.2017
- Managed the implementation of a compensation and gamification tool for retail sales staff, aimed at enhancing employee engagement, performance, and sales.
- Managed a multi-product implementation program aimed at replacing outdated credit decision engines with agile and robust decisioning systems.
- Directed and managed multiple projects concurrently from inception to implementation while adhering to Rogers Go-to-Market standards, methodology and Provided mentorship to junior project/program managers.
- Led program/project delivery and integration efforts for public sector initiatives.
- Provided mentorship, support, and leadership to project/program managers.
- Evaluated project health and statuses, tracking against defined scope, timelines, and financials.
PROJECT MANAGER/SUPPORT LEAD
Rogers Communications Inc.
08.2010 - 09.2014
- Managed enterprise-wide projects, including Credit Operations dialer implementation and training delivery.
- Presented project statuses to senior management and facilitated project reviews.
- Created and maintained project artifacts such as Charters, Schedules, and Risk Logs.
- Provided mentorship and support to project managers.
CUSTOMER IMPLEMENTATION MANAGER 1
Telus Communications Inc.
09.2007 - 07.2010
- Led the implementation of call centre solutions for established clients, collaborating across departments and with external partners.
- Managed project triple constraints while ensuring quality.
- Developed detailed work plans, schedules, and budgets.
- Addressed project risks and issues to meet productivity and client-satisfaction goals.
BUSINESS/RETENTION ANALYST
Rogers Communications Inc.
10.2006 - 09.2007
- Led the implementation of call centre solutions for established clients, collaborating across departments and with external partners.
- Managed project triple constraints while ensuring quality.
- Developed detailed work plans, schedules, and budgets.
- Addressed project risks and issues to meet productivity and client-satisfaction goals.
Business/Billing Analyst
Rogers Communications Inc.
03.2003 - 10.2006
- Led projects focused on revenue assurance billing clean-up initiatives.
- Identified revenue opportunities and recovery methods to achieve departmental goals.
- Updated and maintained Revenue Assurance's New Hire Training Package.
- Provided mentorship and training to new hires within the department.
Education
Bachelor of Commerce - Information Technology Management
RYERSON UNIVERSITY
Skills
- Project and Program Management
- Vendor Relationship Management
- Cross Functional Team Leadership
- Executive Presentation Skills
- Resource Allocation and Management
- Risk Assessment and Management
- Problem Solving and Resolution
- Cost Control and Budget Management
- Proficiency in Microsoft Office Suite
- Business Analysis
- Change Management Expertise
Certification
- Project Management Professional (PMP), PROJECT MANAGEMENT INSTITUTE
- Six Sigma Lean Professional and Change Management Specialist Certificate, MANAGEMENT AND STRATEGY INSTITUTE
- Agile Project Management Certificate, LINKEDIN (LYNDA.COM)
- Certified Travel Counsellor, TRAVEL INDUSTRY COUNCIL OF ONTARIO
Key Projects
DRAWS EVOLUTION, Ontario Lottery and Gaming Corporation
- Initiated a project to replace OLG's aging and outdated ball drop machines with a standalone solution tailored for the Prize Centre.
- Budget: $226K
- Project Size: 10 – 15 contributors
INTEGRATED PAYMENT SYSTEM, Ontario Lottery and Gaming Corporation
- Project managed the replacement of OLG’s payment processing system, with an integrated web-based solution for the Prize Centre.
- Budget: $130K
- Project Size: 10 – 15 contributors
CLOUD BASED COMPENSATION TOOL, Rogers Communications Inc.
- Directed and implemented a cloud-based compensation tool with self-serve capabilities for front line facing channels.
- Budget: $11MM
- Project Size: 10 – 15 contributors
CREDIT DECISIONING SYSTEMS, Rogers Communications Inc.
- Program managed a multi-product implementation to replace outdated credit decision engines, with an agile and robust decisioning systems.
- Budget: $12MM
- Project Size: 15 – 20 contributors
ENTERPRISE-WIDE DIALLER TOOL, Rogers Communications Inc.
- Project supported an enterprise-wide dialer implementation project for Credit Operations.
- Budget: $10MM
- Project Size: 15 – 20 contributors
CONTACT CENTRE SOLUTIONS, Telus Communications Inc.
- Implemented a call centre solution for an established chartered bank.
- Budget: $3.4MM
- Project Size: 10 – 15 contributors
Timeline
SENIOR PROJECT MANAGER
Ontario Lottery and Gaming Corporation (OLG)
07.2019 - 03.2024
PROGRAM/PROJECT MANAGER
Metrolinx
04.2017 - 07.2019
PROGRAM MANAGER
Rogers Communications Inc.
09.2014 - 04.2017
PROJECT MANAGER/SUPPORT LEAD
Rogers Communications Inc.
08.2010 - 09.2014
CUSTOMER IMPLEMENTATION MANAGER 1
Telus Communications Inc.
09.2007 - 07.2010
BUSINESS/RETENTION ANALYST
Rogers Communications Inc.
10.2006 - 09.2007
Business/Billing Analyst
Rogers Communications Inc.
03.2003 - 10.2006
Bachelor of Commerce - Information Technology Management
RYERSON UNIVERSITY
- Project Management Professional (PMP), PROJECT MANAGEMENT INSTITUTE
- Six Sigma Lean Professional and Change Management Specialist Certificate, MANAGEMENT AND STRATEGY INSTITUTE
- Agile Project Management Certificate, LINKEDIN (LYNDA.COM)
- Certified Travel Counsellor, TRAVEL INDUSTRY COUNCIL OF ONTARIO
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