Yanette Yonas
Ottawa,ON
Summary
Dynamic and self-motivated professional with a background in cognitive science and a passion for digital innovation. Highly skilled in promoting digital adoption platforms, delivering compelling presentations, and fostering lasting client relationships. Proficient in translating complex technical concepts into accessible solutions, driving user engagement, and supporting organizational digital transformation initiatives.
Overview
5
5
years of professional experience
Work History
IT Analyst
Global Affairs Canada
01.2021 - Current
- Championed the promotion and implementation of the WalkMe Digital Adoption Platform across departments, creating tailored content to enhance user engagement and system efficiency.
- Delivered strategic presentations to senior management, showcasing digital solutions and advocating for their adoption.
- Managed end-to-end digital projects from development to deployment and post-launch support, while maintaining strong client relationships and gathering feedback for continuous improvement.
- Collaborated with cross-functional teams and stakeholders to integrate solutions, analyze data, and align deliverables with business goals.
- Contributed to agile workflows through SCRUM facilitation, user training, and change management initiatives, while supporting compliance through documentation and system analysis.
- Provided technical support for NEICS and NEXCOL platforms as part of the Helpdesk, resolving user issues efficiently.
Customer Service Representative & Supervisor
City of Ottawa
12.2019 - 01.2023
- Led initiatives to improve client service experiences within recreational facilities.
- Managed scheduling and registration processes, ensuring efficient operations and client satisfaction.
- Supervised staff and facilitated training sessions to enhance service delivery.
Education
Bachelor of Science - Cognitive Science, Concentration in Neuroscience
Carleton University
Ottawa, ON05.2023
Skills
- Digital Adoption & Change Management
- Client Relationship Management
- Presentation Development & Delivery
- Project Coordination
- Data Analysis & Reporting
- Cross-functional Team Collaboration
- Technical & Customer Support
- Risk Assessment
- Performance Optimization
- Microsoft Office & Collaboration Tools
- DevOps Practices
LANGUAGES
English: Advanced (Fluent Oral, Written, Reading)
French: Intermediate (Oral, Written, Reading)
Timeline
IT Analyst
Global Affairs Canada
01.2021 - Current
Customer Service Representative & Supervisor
City of Ottawa
12.2019 - 01.2023
Bachelor of Science - Cognitive Science, Concentration in Neuroscience
Carleton University
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