Portfolio

 
 

Government of Ontario – Digital Drug Adjudication (2018–2021)

Role: Technology Strategy & Program Management Consultant – Ministry of Health
Background: Ontario’s Exceptional Access Program (EAP) relied on manual, paper-based processes for drug prescription adjudication, leading to delays and inefficiencies.
What I Did:

  • Led the design and delivery of a province-wide automated adjudication platform, eliminating the need for external reviewers.

  • Built alliances across government, vendors, and healthcare providers to align on compliance and HL7 data standards.

Impact:

  • Reduced adjudication processing times by 80 %.

  • Generated over $8M in annual savings.

  • Enhanced transparency, security, and citizen access to critical medicines

 

GreenShield Canada – Enterprise CRM Modernisation (2023–Present)

Role: Lead – Digital, Data & AI
Background: GreenShield, a major Canadian health benefits provider, needed to modernise its customer relationship management to support telemedicine, counselling, and pharmacy services.
What I Did:

  • Directed a $33.7M D365 CRM rollout across health, telemedicine, and counselling divisions.

  • Managed a 75-person delivery team and coordinated 90+ cross-functional stakeholders.

  • Integrated AI and advanced analytics into the CRM system for improved care delivery.

Impact:

  • Unified multiple business lines into one CRM platform.

  • Enabled personalised, AI-driven healthcare services.

  • Improved service delivery and client satisfaction

 

Roche Pharma – Global CRM Transformation (2021–2023)

Role: Release Lead – Global Salesforce CRM
Background: Roche needed to harmonise its CRM operations across multiple regions to ensure compliance, reduce costs, and support customer engagement.
What I Did:

  • Oversaw Salesforce CRM rollout across 29 countries with 145 direct reports.

  • Coordinated with local compliance, security, and vendor teams to meet regional regulations.

  • Led global change management, training, and adoption.

Impact:

  • Achieved 20 % cost savings within 18 months.

  • Delivered 20 % growth in client engagement.

  • Standardised processes across diverse global markets