Experience

Capco

Implementation Consultant

Sept 2021 – Present Toronto, ON

Engagement 1: Business Systems Analyst @ Tier‑1 Global Bank – CCaaS Migration

  • Conducted detailed current‑state analysis of the legacy contact center solution through workshops to identify key operational and customer experience pain points.
  • Led requirements gathering for a CCaaS migration program, collaborating with stakeholders to define business needs and technical specifications.
  • Created 10+ future‑state user journeys to illustrate the desired customer experience and seamless contact interaction management.

Engagement 2: Business Analyst @ Leading Canadian Bank – Digital Transformation

  • Performed capability analysis to support digital transformation across front, middle, and back‑office systems.
  • Led 30+ workshops with SMEs across multiple lines of business to document current‑state system architecture, highlighting capabilities, limitations, and critical integration points.
  • Collaborated with technical and business stakeholders to develop a future‑state system architecture diagram.

Engagement 3: Cutover Team @ Tier‑1 Global Bank – Major Bank Merger

  • Spearheaded end‑to‑end requirements gathering for cutover runbooks across 13 workstreams, facilitating workshops with senior stakeholders and SMEs to align on deliverables and timelines.
  • Orchestrated cross‑functional discussions to map customer‑impact scenarios, address potential risks, and increase operational readiness for edge cases.
  • Conducted three live rehearsals to iteratively strengthen business‑team readiness and incident response.

Engagement 4: Business Analyst @ Tier‑1 Canadian Commercial Bank – Reconciliation Automation

  • Analyzed 15 reconciliation processes and proposed automation solutions projected to save 5k+ hours annually.
  • Facilitated client workshops to develop reconciliation process diagrams that highlighted bottlenecks.
  • Compiled business requirements for the technology implementation team to build the proposed automations.

Engagement 5: Business Systems Analyst @ Leading Canadian Wealth Management Firm - Middle Office Digitization

  • Reviewed 3k+ defect resolution records and led process improvement work across five teams to optimize defect reporting.
  • Analyzed release defects and prepared client‑facing presentations to keep stakeholders informed on risks and progress.
  • Streamlined the release defect review and reporting process by building JIRA dashboards and documenting details in Confluence.

Engagement 6: E2E Process Analyst @ Tier‑1 Global Bank – Wealth Management Platform Transformation

  • Developed detailed business process flows in Visio to illustrate future‑state system capabilities and surface requirement gaps.
  • Led requirements definition between client and vendor through workshops and review sessions, refining 10+ customer and account maintenance process flows.

PepsiCo Foods Canada

Project Management Intern

Jan 2021 – April 2021 Toronto, ON
  • Coordinated updates and feedback with 10+ stakeholders across three cross‑functional projects in an agile environment.
  • Pioneered strategic UI changes for the marketing team, contributing to a 30% monthly sales increase for the e‑commerce store.
  • Led causal impact analysis for a social media campaign and proposed a new data‑driven strategy that delivered a 20% sales lift.

Electro Source Inc.

Product Management Intern

June 2020 – Aug 2020 Toronto, ON
  • Owned the MVP of a remote work collaboration platform for software/hardware hybrid design teams.
  • Roadmapped the MVP, prioritized features, and proposed a delivery timeline to turn the concept into a demonstrable product.
  • Interviewed and demoed to 10+ clients to keep core product features aligned with user needs.
  • Implemented Scrum ceremonies (stand‑ups, planning, retros) that kept a fully remote team moving consistently.
  • Led a cross‑functional team to complete MVP functionality in four two‑week sprints with high‑quality deliverables.

Accenture

Software Engineering Intern

Sept 2019 – Dec 2019 Toronto, ON
  • Developed an application backed by Hyperledger Fabric blockchain to authenticate luxury apparel using RFID.
  • Designed and implemented intuitive UI/UX with React Native to maximize usability and user satisfaction.
  • Architected an authentication framework with AWS Cognito and IAM to maintain application security.

Loblaw Companies Limited

Supply Chain Logistics Analyst

Jan 2019 – Apr 2019 Brampton, ON
  • Analyzed time studies and logistics expense reports to uncover a recurring million‑dollar loss in pallet tracking procedures.
  • Proposed an automated data delivery system using IoT devices that could save over $1M annually in logistics costs.
  • Defined system requirements through stakeholder interviews and outlined a roadmap from design to implementation.
  • Delivered an on‑site tested prototype to senior managers in under three months, earning approval for further integration.

PureLiving China

Automation Specialist

May 2018 – Aug 2018 Shanghai, China
  • Analyzed inefficient transaction sorting procedures and proposed an automation solution to the department lead.
  • Built an Excel widget using VBA that improved business transaction processing and sorting efficiency by roughly 1600%.
  • Partnered with the sales team to help complete sales orders totaling about $800K.