Summary
Overview
Work History
Education
Skills
Software
Certification
Timeline
Hi, I’m

Pooyan Khorsandi

Transformation, Communication, AI
North Vancouver
Pooyan Khorsandi

Summary

Award-winning communication manager, Prosci certified change manager, and MIT certified Artificial Intelligence Business Strategist with over 15 years of transformational project experience in private and public, multi-union, multi-disciplinary, and multi-site organizations.

Overview

19
years of professional experience
4
years of post-secondary education
3
Certifications

Work History

UBC

Senior Change & Communication Advisor (Contract)
2022.05 - Current (2 years & 4 months)

Job overview

  • Providing change management advice and support for implementation of new digital payments system and implementation of Workday Student across all UBC campuses and over 250 merchants
  • Developing and executing comprehensive change and communication approaches and plans
  • Advising Program leadership on effective change management and communication best practices
  • Launching communication campaigns aligned to Prosci ADKAR methodology to inform and engage stakeholders
  • Creating multi-media demos, information websites, tutorials, change guides, and training material

STEMCELL Technologies

Change and Communication Manager (Contract)
2023.08 - 2024.02 (6 months)

Job overview

  • Led change and communication activities and developed change strategy plan for Enterprise Content Management Program (ECM)
  • Developed and executed change and communication plans for ECM's Document Management and Google Shared Drive project
  • Provided expert guidance for enterprise-wide system upgrades, ensuring seamless integration with existing processes and minimal disruption to ongoing operations
  • Collaborated with cross-functional teams to align change initiatives with broader organizational goals
  • Reduced employee resistance to change by providing targeted training sessions and effective communication plans
  • Implemented feedback mechanisms for employees during transitional periods, addressing concerns promptly and fostering open lines of communication within organization

Salesforce

Change Manager (Contract)
2021.09 - 2022.01 (4 months)

Job overview

  • Provided change management support for implementation of digital transformation, people & culture, & risk mitigation initiatives for Salesforce's Legal & Corporate Affairs
  • Advised Director of Enablement and Enablement team on strategic change practices and activities
  • Partnered with business teams to understand needs, provide advice, and help build and execute change management and communication activities
  • Created methods to integrate functions, optimize processes and prepare staff
  • Designed sites, processes and systems supporting business needs before, during and after transitions
  • Developed process and technical video tutorials, presentations, knowledgebase articles, and one-pagers

BC Financial Services Authority

Senior Change and Communication Advisor (Contract)
2019.08 - 2021.09 (2 years & 1 month)

Job overview

  • Advisor to BCFSA's CEO and Senior Executive Team (SET) on change and communication risks, impacts, and mitigating strategies for transition of BCFSA to Crown Corporation, followed by amalgamation of BCFSA with Real Estate Council of BC (RECBC) and Office of Superintendent of Real Estate (OSRE)
  • Collaborated with implementation contractor as Change and Communication Lead on agile development project of proprietary regulatory suite of tools built on Microsoft Dynamics platform that transformed manual paper-based processes to digital AI enabled online services
  • Lead on stakeholder and team engagement activities to develop detailed change plans and change impact assessment tools
  • Lead on internal communications developing various communication tools and media, including interactive presentations and return to office orientation video
  • Coaching CEO and Senior Executive Team members through their ADKAR journeys and providing guidance to help facilitate smooth organizational transition and reinforcement
  • Engaged and advised Employee Change Network in being champions of change
  • Change and Communication Advisor on technology amalgamation and transition of BCFSA, RECBC, and OSRE to Microsoft 365
  • Advisor to CEO and Senior Executive Team on COVID pandemic response and return to office plan

HealthLink BC - Ministry of Health

Director & Senior Change Manager
2014.08 - 2018.11 (4 years & 3 months)

Job overview

  • Transformed and led large multi-union and multi-disciplinary portfolio consisting of frontline Navigations team (8-1-1), Web and Content team (healthlinkbc.ca), and Communications team (HLBC Blog)
  • Member of Leadership Council, responsible for setting and evaluating HLBC's strategic vision, KPIs, operational processes, projects, and all infrastructure and technology uplifts
  • Senior change manager and sponsor of several change projects aimed at improving organizational, divisional, and Ministry service quality using Prosci ADKAR change model
  • Co-chair of Ministry of Health's Employee Advisory Forum and Member of BC Public Service Change Management Community of Practice
  • Approved all organizational content, communication strategies, plans, standards, and guidelines
  • Collaborated with and built alliances across ministries, health authorities, physician groups, emergency response agencies, and non-profits on number of public health initiatives
  • Presented and reported on HealthLink BC's mandate, services, and performance to local media, executive leaders, Deputy Ministers, Ministers, provincial and municipal public officials, and general public
  • Introduced process improvements and innovations that reduced time to answer by 50%, improved call capacity by 40%, and increased web traffic by 30%
  • Managed multi-million dollar budget and came in under budget three years in row by implementing proven workforce management and succession planning

BC Ministry of Transportation

Operations & Change Manager, Regional Traffic Management Center
2011.09 - 2014.08 (2 years & 11 months)

Job overview

  • Change managed and led paper-heavy retrograde Provincial Highway Communication Center through its transformation into paperless state-of-art Regional Traffic Management Center, better known as DriveBC
  • Led multi-disciplinary operations center team
  • Provided strategic input and advice for build-out of Center, including all of its included technologies and systems
  • Developed Center's province-wide mandate and operational manual, including defining its role in regional and provincial emergencies
  • Managed all ministerial, contractor, municipal, law enforcement, emergency response, and media stakeholder relationships
  • Introduced strategies that increased DriveBC messaging accuracy by 35% and DriveBC Twitter followers from 3200 in 2011 to over 140,000
  • Ministry’s South Coast Region Chief Emergency Warden and member of BC Disaster Response Routes Program Steering Committee

BC Liquor Distribution Branch

Supervisor & Incident Manager, Support Center
2008.04 - 2011.09 (3 years & 5 months)

Job overview

  • Supervised multi-disciplinary support and communications team servicing all 197 BC Liquor Stores, 2 distribution centers, BCLDB Head Office, and eCommerce channels (bcldb.com and bcliquorstores.com)
  • In charge of several change project teams, including PCI Compliance, and retail and store electronic systems upgrades
  • Collaborated with internal and external IT teams to identify, recover, and resolve incidents
  • Responsible for supply chain, order management, retail, and corporate incident life-cycles, including disaster recovery and root/cause analysis
  • Developed and implemented strategic changes and process improvements that resulted in cost per incident savings of 25%, and decreased number of outstanding incidents by over 60%

EBay Inc

HelpLine Lead
2005.10 - 2008.03 (2 years & 5 months)

Job overview

  • Led team of elite subject matter experts providing technical, procedural, and communication support to over 2400 eBay customer service agents, and all eBay.com members
  • Initiated number of service delivery changes resulting in 33% increase in agent retention and 7% increase in agent satisfaction
  • First point of contact for escalations to eBay's Office of President

Education

Simon Fraser University - Bachelor of Arts Vancouver, BC

Bachelor of Arts from Communication
2000.01 - 2004.05 (4 years & 4 months)

University Overview

Skills

    Change Management

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Software

Microsoft 365

Dynamics 365

Salesforce

Workday

Azure DevOps

Confluence

SmartSheets

AI Prompting

Certification

MIT CSAIL Artificial Intelligence Business Strategy

Timeline

Change and Communication Manager (Contract)
STEMCELL Technologies
2023.08 - 2024.02 (6 months)

MIT CSAIL Artificial Intelligence Business Strategy

2023-04
Senior Change & Communication Advisor (Contract)
UBC
2022.05 - Current (2 years & 4 months)
Change Manager (Contract)
Salesforce
2021.09 - 2022.01 (4 months)
Senior Change and Communication Advisor (Contract)
BC Financial Services Authority
2019.08 - 2021.09 (2 years & 1 month)

Prosci Change Management

2015-05
Director & Senior Change Manager
HealthLink BC - Ministry of Health
2014.08 - 2018.11 (4 years & 3 months)
Operations & Change Manager, Regional Traffic Management Center
BC Ministry of Transportation
2011.09 - 2014.08 (2 years & 11 months)
Supervisor & Incident Manager, Support Center
BC Liquor Distribution Branch
2008.04 - 2011.09 (3 years & 5 months)

Lean Six Sigma - Green Belt

2007-10
HelpLine Lead
EBay Inc
2005.10 - 2008.03 (2 years & 5 months)
Simon Fraser University - Bachelor of Arts
Bachelor of Arts from Communication
2000.01 - 2004.05 (4 years & 4 months)

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Pooyan KhorsandiTransformation, Communication, AI