Pascal Jean-Louis

Championed the development and implementation of web projects, and delivery/operations optimization, ensuring alignment with business goals and customer needs.

• Enhanced team velocity by 44% in 6 months, enabling the efficient management of multiple large-scale projects concurrently.
• Independently innovated a platform-wide capacity tracker and road-mapping tool using generative A.I., improving the triage process of hundreds of monthly incoming projects: reducing reporting and data hygiene time by 15%.
• Saved approximately $2,000,000 operations costs by delivering the Canada Post Loan Banking website project 8 months ahead of initial estimates.
• Recognized for exceeding performance expectations as team lead on TD EasyWeb’s modernization initiative for loan products such as COVID-19 small business borrowings.

Pioneered business and technology requirements elicitation practices in TD's new Agile structure leveraging extensive expertise in Agile product-lifecycle development.

• Streamlined complex requirements hierarchies, involving 500+ user stories, reducing administrative costs by 8% on the MBNA development team.
• Drove in-depth analysis and elicitation of user requirements for high-profile projects, such as the MBNA Customer Self-Serve Dispute Case Management project.
• Elicited technology requirements for deliverables within TD North American Contact Centre for the transition of business processes during TD-MBNA bank merger activities to align with enterprise-wide strategic initiatives.

Managed and developed a team of Contact Centre specialists, achieving a promotion rate of approximately 30% within the first two years of their tenure.

• Maintained a low attrition rate of ~9% on my team compared to the department average of 12%+.
• Consistently ranked among the top three teams in Ottawa for sales and customer satisfaction.
• Created an automated coaching document, aligning employee action-plans with key performance indicators (KPIs), which led to a 25% reduction in coaching time, and enabled more focused career development discussions with the team.

Acted as a subject matter expert in MBNA credit cards Contact Centre applications investigating defects and providing critical guidance on visual design specifications.

• Facilitated onboarding and trained Quality Analysts.
• Influenced senior management to enhance case assignment functionality within the PEGA systems customer service platform, which streamlined customer escalation triaging and resulted in an 18% reduction time in meeting service level agreements (SLAs) for resolutions.