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Liz Pullos

Liz Pullos

Senior Leader, Digital Business, Technology & Innovation

Freelancer Available
• Accomplished, results-oriented Senior Leader in B2B & B2C Digital Business, Technology and Innovation with 20+ years delivery experience in challenging and complex environments.
• Seasoned professional in creating and implementing programs of work around Go to Market and new/start up technology, including talent selection and retention.
• Well-practiced ability to align tactical and strategic programs of work to critical business objectives in a rapidly moving business environment. Combined with a tenacious capacity to identify and champion smarter internal process improvements for tangible benefits.
• Critically aware of stakeholder management and that producing first class results through collaboration and longevity in relationships is paramount to enduring success.
• Industry experience: working exclusively in Telco since 2007. Prior to this, Banking & Finance, Manufacturing, and the Public Sector.
• Enthusiastic about the next phase of my career in Toronto in a leadership role across digital technology, although 'reinvention' is also an exciting option, I'm keeping an open mind.
  • Lead the Release Management/Change function for “Leave it is Us” launched for consumer customers, an online customer service channel to compliment the existing IVR and Live Chat channels. Supported by a team of approx. 100 offshore agents.
  • Lead the development of all customer facing copy and images for digital assets , an ongoing process with iterative development cycles in response to customer feedback and business product owner priorities. It includes obtaining Legal review and internal copy and creative sign off
  • Direct and lead team resources responsible for business process definition and work instruction updates.
  • Prepare and manage contact centre agent comms, briefing packs and training requirements to support changes introduced.
  • Work closely with the GCC GM based in Manila (the Business product owner) to understand agent priorities and interpret these in the webform and Siebel fields.
  • Adobe Omniture analytics implementation and analysis to understand the customer journey and preferences and take action based on sound quantitative principles.
  • Diligent stakeholder management across all facets of the business, critical for each deployment.
  • Weekly and ad hoc status reporting, highlighting dependencies, constraints, issues and risks.