Portfolio
Toronto Hydro – Customer Self-Service Portal
Customer facing portal allowing customers to self-serve common transactions they would normally call into the call center for:
- Role
- Digital transformation and delivery lead
Solution
Customer facing portal allowing customers to self-serve common transactions they would normally call into the call center for:
Viewing current balance
Downloading their current bill
Moving
Billing and payment history
etc…
Built on Liferay
Personalized analytics based on customer consumption patterns
Internal console used to assist Customer Relation Representatives handling multiple channels; email, phone, mail
Reporting
Project Responsibilities
Leading a cross-functional team virtually
Product Owners
Business Analysts (BA)
Architects
Developers
Quality Assurance Analysts (QA)
Security Operations (SecOps)
Performance Analysts
Advised the design of the operation process supporting the program and digital strategy
Responsible for end to end delivery and support of the solution
Management timeline, scope and budget
Ranked #3 in Canada for Top Utility Website
Toronto Hydro Ranked #3 website in Canada