Michelle Houjeily

• Program manage a transformation plan for the Learning Operations & Delivery (LOaD) team with the objective of continuing to build a highly effective, efficient and engaged LOaD team; responsible to track progress and drive outcomes of 11 large scope projects and 49 respective deliverables. • Establish strong relationships and ensure interlocks between Organization Development/external business partner teams and Learning Delivery (typically by representing Learning Delivery in various cross functional project teams). • Coach and lead five different working teams with dotted line accountabilities that are responsible to centralize department processes, gather departmental gaps and provide solutions, create national communications, as well as improve performance tools and metrics. • Drive adoption and support change management within the department via support mechanisms and national communications. • Drive continuous internal process improvements initiatives for Learning Delivery and support regional leaders and facilitators. • Manage written communications to support day-to-day operational needs within Learning Delivery.

• Provided strategic and operational support to retail managers and directors on performance and talent management, labor relations, workplace investigations, Canadian labor laws, and professional development for all retail stores in Quebec, Ottawa, and the Atlantic – supporting 700 employees total. • Partnered with cross-country corporate Human Resources teams and HR counterparts (Legal, Recruitment, Compensation, H&S, and Benefits) in order to ensure the execution of uniform management practices within the organization and collectively design practices and processes for the company. • Led the delivery of development and succession planning initiatives for high-potential employees to promote a culture of talent and excellence for the company. • Played a key role in managers’ and directors’ leadership development by providing one on one coaching on conflict resolution. • Planned and facilitate various types of workshops and training sessions on key human resources initiatives or policies.

• Facilitated 30-60 days in-class trainings for new hires during the different stages of learning. • Lead and guided new employees through the knowledge acquisition of all products and services which Rogers supports and offers during the training phase of learning. • Continuously coached and mentored employees on the application of knowledge and promoted the trainee’s skills development during the application phase, to increase learner capability. • Ensured the new hires’ adherence to performance management guidelines: attendance management, performance management, execution of coaching plans and development plans. • Built performance improvement plans based on assessment of employee’s skills and organizational fit. • Gathered relevant data and completed trend analysis of key performance indicators aligned to production scorecards presented during Operational Reviews.

• Provided side-by-side coaching to business service consultants on sales and company KPIs to deliver on all key objectives and performance priorities. • Led knowledge transfer workshops focusing on the areas of sales performance, customer satisfaction and operational efficiency.

• Provided solutions to customers by using a consultative approach; enabled them to meet their objectives and be proactive in anticipating and finding solutions to their future needs by owning each customer interaction from start to finish. • Increased customer satisfaction by offering products adequate to specific customer needs by leveraging extensive knowledge of Rogers business offerings and customers' industries.

• Relevant coursework: Strategy Process, Strategy and International Business, Corporate Development: Strategies for Acquisitions and Alliances, New Strategies for Financing Start Ups, Management of Diversity and Inclusion.