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SUJATHA KANTHAVEL
2910, 181 Wynford Drive, Toronto, ON M3C 0C6
Cell: 416-970-2408: suji_kanthavel@hotmail.ca
Executive Summary
An experienced and highly motivated IT Service Specialist with over 11 years of successful and progressive experience in
operations and project support, data mining and analysis, process analysis, banking and process improvement. Effective
collaborator with strong analytical, investigative and problem solving abilities combined with a creative approach rooted in sound
business acumen. Highly accomplished professional with a track record of successfully improving business processes to achieve
greater operational efficiency, minimize loss and improve customer experience.
Professional Highlights
 Strong data mining and data analysis skills with more than 6 years of applied experience analyzing large and complex
datasets with proven effectiveness in impact and root cause analyses and Business Intelligence
 Expert knowledge of Access database design and enhancement through 6 years of extensive design experience
 More than 8 years’ experience administering mass communication campaigns to client base, targeted customer segments
and delivering business communications to front line and operational teams
 8 years of extensive project support experience and strong knowledge of Project Management methodology
 8 years of quality assurance, procurement and vendor management experience
 Exceptional leadership and communication skills with the ability to influence and drive positive outcomes
 More than 6 years of experience in business process improvement, business process mapping, process documentation and
training delivery. Process Improvements include several process automation initiatives
 Experienced in design and execution of comprehensive test cases which ensured delivery of defined business and functional
requirements
 More than 8 years experience in IT field and familiar with major IT applications and tools
Selected Accomplishments
Bell Canada
Invoice Redesign (One Bill/Bell.ca):
Executed efficient and effective incident and defect resolution throughout one of Bell Canada’s largest transformative projects to
date while delivering well inside resolution timelines and with no customer impact. Due to scale and complexity, this project
generated the highest number of defects on record within a single project; enhanced defect tracking process which enabled
greater visibility and prioritization of all defects and incidents raised during the normalization period and ensure all were
expedited well within the established timelines. Ensured all stakeholder leaders remained well informed about the normalization
plan and progress via frequent communications and kept all the business stakeholders closes to this project. This project was
deemed a tremendous success which has helped our customers to better understand of their bills by improving the look, feel and
content of Bell’s electronic and paper invoices. In recognition of this tremendous success, I received a Breakthrough Award for
“Raising the Bar”
One Bill Enhancements:
Initiated enhancements to reduce recurrent system kickouts and to save deployment costs. Obtained development assessment
and authored business case which successfully secured implementation funding. Completion of this project resulted in 38,000
reduction in kickouts and $15,000 deployment costs as well as reduce the resources required to handle the kickouts and
eliminate the incident tickets. I received a Breakthrough Award for “Job Well Done” for this highly successful implementation
Symcor Decommission:
Worked with many Bell primes and vendors to decommission the Symcor invoicing and reprint processes to reduce Bell’s invoice
production and mail delivery costs. Developed a method for internal storage of invoice PDF data and designed a process for
internal fulfillment of customer reprint requests. Created an e-space site, authored process documentation and delivered agent

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training on how to execute the new process. Completion of this project has generated $252K annual savings. For the
tremendous success of this project, I received a Breakthrough Award for “Think Outside the Box”
Bell TV
Developed Billing & IT Incident process:
Implemented as quality control measure to capture SLA leakage, executive escalations and ensure vendors are compliant with
Service Level Agreements. Due to high success process was adopted and integrated by other Bell business units. Worked with
various internal and client project teams for the provision of status, schedule integration, and issue resolution. Process was
presented, adopted and leverage by Bell TV Field Operations and optimized to on-line application resulting in the ability to
measure vendor SLA compliance.
ETP application enhancements:
Initiated enhancement to auto-suppress ETP charges for BSG customers (QC/ON) and those within 10 days grace period
(ROC).
Eliminates need for customer calls, escalations and reducing portal requests by 16k annually.
Script change to allow 2 days delay for posting of auto credit for restarts preventing duplicate credits apply by reps and
system.
This reduce the revenue leakage.
Initiated and oversaw development of DigiTek Reporting Tool:
Defined specs for reporting tool and worked with IT to implement a new reporting site for Billing.
This has provided the reporting team and management with efficient access to comprehensive reports.
Professional Experience
IT Specialist
February 2012 to Current
Bell – Toronto, Ontario
• Ensure timely identification and resolution of any incidents and problems that adversely impact the customer billing
experience.
• Areas included are Onebill, Internet, TV and other BRS systems.
• Ensure impact and root cause of incidents and problems are understood, and ensure appropriate actions are taken to
resolve and prevent recurrence through lessons learned. (Onebill, internet billing, TV billing, credit services
• Effectively use situation management guidelines to communicate billing incidents to stakeholders
• Identify negative trends in system performance, bill accuracy or timing.
• Work in partnership with Bell’s business representatives and service provider(s) to prioritize incidents and problems for
resolution.
• Working in partnership with Change and Release Management teams, schedule fixes as patches or negotiates fixes to
be content in major releases and provide forecasts of workload to the various testing teams whenever fixes must be
tested prior to implementation.
• Engage appropriate business representatives to evaluate solutions as required.
• Take the lead in bringing together virtual teams of experts to resolve problems impacting billing or ordering experience,
regardless of root cause
• Ensure incident and problem management processes are efficient and effective by developing and continuously improve
incident and problem management governance processes to ensure they evolve to meet changing business needs,
Identify system opportunities that would reduce support effort and/or improve the customer billing experience
Analyze and/or produce detailed metrics pertaining to various service management processes
• Generally, partner with service provider(s) to protect the production environment from the impact of change through
effective change scheduling, risk assessment and monitoring of implementation
• Through a personal development plan, remain current in industry best practices related to IT Service Management
Billing/Project Specialist
January 2004 to Current
Bell TV – Toronto, Ontario
• Assessed and forecasted short and long term financial impacts of system or process gaps using MS Access queries and
Excel data analysis tools (Index, Lookups, Pivots); projected savings yield from gap resolution

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• Reduced language inquiries by 80% through business process redesign and implementation of Access data capture tool
which proactively identified and resolved language errors before customer escalations occurred
• Initiated business process and system enhancements which improved customer experience, operational efficiency and
cost structure, supported business case development, change management, implementation
• Conducted data and process analyses which identified business issues and opportunities which generated nearly $1
million in savings
• Implemented KPI reporting and quality assurance measures which improved process accuracy by up to 75%
• Conducted taxation analyses across subscriber base, resolved anomalies to ensure correct taxation rates
• Delivered adhoc and recurrent data extracts and reports to support management and cross functional teams
• Supported business/IT project delivery through subject matter expertise, defining requirements, dependencies and risks,
work package planning and execution, test design and execution, defect tracking and monitoring
• Supported end to end delivery of enterprise application (BARRT) designed to track and manage equipment recovery,
redeployment, provisioning and associated billing processes. This critical logistics tool has ensured delivery of high
quality customer service while securing Bell’s asset related investments and revenues
• Supported delivery of several projects which restructured equipment rental, financing and warranty programs
• Designed and maintained process documentation and user manuals, facilitated user training sessions
• Administered and managed user groups and profile settings within operational applications and databases
• Monitored systems for performance and data issues of negative impact to billing processes, customer experience,
revenue and operational efficiency. Engaged and liaised with on/offshore IT vendors
• Participated in weekly IT Incident reviews, supported root cause/impact analyses and incident/problem resolution
• Managed system builds, scheduling and target data extraction for marketing/communication campaigns
• Managed team resources throughout special projects, cleanup activities and increased workloads
• Coordinated redesign and production of customer invoicing and marketing materials; ensured draft and finished products
adhered to brand, legal and marketing requirements and design specifications
• Coordinated change of invoice production materials which reduced production costs by $20,000, improved production
efficiency and further ensured vendor’s adherence to Service Level Agreement (SLA)
• Supported cross functional teams including Marketing, Commercial Business, Revenue Assurance, Finance, Retail, Call
Centre, IT operations/delivery and vendors such as IBM, CGI, CSG, Amdocs, Symcor, ePost
• Created and managed project logs identifying risks, gaps, major incidents, problems and defects through closure
• Supported project managers and senior executives on all Billing Operations application and infrastructure related projects
and initiatives
• Aligned project plans to ensure program remains on schedule; facilitate escalations, change requests and approvals
• Maintained project tracking and work-breakdown structures (WBS) through MS Project
• Identified system opportunities, negative trends in processes, system performance, bill accuracy and or timing that would
reduce support effort and/or improve the customer billing experience
• Standardization of project reporting; including creation, generation and maintenance of operational reports
• Engaged business teams to evaluate solutions, ensure impact and root cause of incidents/problems are prevented
• Collaborated with project teams to facilitate flow of information; implemented standard operation procedure guidelines
measuring customer billing incidents deriving from call centers
• Created and maintained a multi-vendor incident tracking reconciliation report
• Maintained Project and IT Incidents repository including K-Store (SharePoint) storage system for audit purposes
Education
Global Knowledge Toronto, Ontario, Canada
CP2 Leadership course 2015
ITIL V3 Foundation Certificate in IT Service 2014
Schulich School of Business - York University Toronto, Ontario, Canada
Six Sigma Level 1 2011
Project Management Masters Certificate – MCPM 2011
Skill Path Toronto, Ontario, Canada
Time Management: Planning Your Day 2009
Awards and Recognition
2015 2 - Breakthrough Awards and 2 IThank You
2014 Breakthrough Award – 3 IT
2013 Breakthrough Award
2012 IThank You

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2011 Quarterly Incentive Program Award
2010 Yearly Incentive Program Award
2009 STAR Award – Top performance
2009 Certificate of Appreciation – BARRT Phase II launch, BARRT account cleanup
2007 Billing Choice Award - Year of Excellence
2007 Certificate of Appreciation – Process Improvement, Statement Production
2007 Everyday Excellence Award – Agent Code Cleanup, OBOT Training documentation and facilitation
2006 Everyday Excellence Award – BOBS process implementation, One Bill Extract Validations
2006 Everyday Excellence Award – Reprint DB Enhancement and Reduction of revenue leakage
Performance Management Process rating – 2014 Exceed