I'm a highly motivated and results-oriented leader with extensive experience in Organization & Talent Development, Customer Experience effectiveness, Workforce Transformation and Change Management. I have a proven track record of designing and implementing strategic initiatives that enhance organizational efficiency and performance. I am passionate about enabling organizations and teams to build a performance-driven and engaging culture. With experience as both a Management Consultant and an Operations Leader, I am adept at starting with the big picture strategy, assessing needs and designing & executing solutions that align and embed a clients’ vision and goals from executive team through to operational frontline teams.I'm an integrator by nature, bringing together people, teams, and ideas, and ensuring diverse perspectives are considered when developing solutions. My success comes from fostering collaborative relationships, critical thinking, adaptability, and a genuine drive to help others achieve their goals.KEY COMPETENCIES: organization design, performance management models, employee development programs, strategic planning, business process redesign, change management, retail strategy & operations
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Director Workforce Performance & TransformationTelus May 2021 - Aug 2023Drove a strategic workforce transformation of all TELUS & Koodo corporate stores focused on evolving the team member lifecycle to enable a business ownership & high-performance culture.• Increased hiring rate through aligning processes between workforce forecasting and recruitment, and empowering hiring managers with hiring toolkits and best practices• Created and implemented a national performance development program resulting increase in sales and a finalist standing for a Retail Council of Canada Excellence in Retailing Award• Redefined role expectations and aligned with rewards, performance development, and training programs resulting in more effective coaching sessions and improved team member engagement -
Director Retail Operations & Sales SupportTelus Oct 2018 - Apr 2021Led a team of 30 responsible for the compensation strategy, workforce management, store operations and loss prevention of TELUS & Koodo stores. During COVID-19, developed all business continuity plans for health and safety protocols, redeploying staff, and managing store closures amid evolving government guidelines. • Coordinated the redeployment of front line staff to “in home” sales roles during COVID-19 store closures enabling 75% of staff to remain employed during pandemic• Increased team engagement significantly by prioritizing team member health & safety and empowering team to innovate and collaborate when providing pandemic support to frontline staff • Developed new store performance measurement approach (KPI model) aligned with company objectives and simple for team members to understand resulting in increased desired sales behaviours• Designed and implemented compensation and reward strategy resulting in higher value sales and 10% team member satisfaction with compensation program.
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Director Retail Customer ExperienceTelus Oct 2014 - Sep 2018Advised a team of 14 responsible for enhancing the end-to-end customer experience for TELUS and Koodo corporate stores. • Collaborated with marketing, web and contact centre partners to evolve end-to-end wireless customer Journeys resulting in improved customer experience and opex reduction• Enabled frontline sales reps to empower customers digitally post sale resulting in decreased customer support calls
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Director Contact Centre ReadinessTelus May 2013 - Sep 2014Led a team of 50 responsible for ensuring our 6000+ TELUS contact centre frontline team members were “ready” to effectively support our customers with the introduction of both Wireless and Wireline marketing changes.• Developed and implemented agent procedural improvements resulting in increased agent and customer satisfaction• Evolved the knowledge management strategy for agent help systems leading to lower call times
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Director Public Mobile Incorporated (Pmi) & Telus Integration (Contact Centre)Telus Jan 2014 - May 2014Developed and implemented contact center strategy for the integration of Public Mobile (PM) team members and customers with TELUS.
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Director Training And QualityTelus Jan 2009 - Apr 2013Supported a team of 90 responsible for enabling our frontline team members with the readiness skills and knowledge that they required to build proficiency and deliver a superior customer experience • Redesigned the new hire training curriculum resulting in decreased time to proficiency and lower opex• Introduced new coaching and quality framework enabling agents to better understand expectations and leading to better agent and customer outcomes
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Director Process ManagementTelus Jul 2006 - Dec 2009Toronto, Ontario, CanadaLed a team of 30 focused on providing contact centre operational support and ensured seamless customer support Product Development rations’ interests in marketing and product development implementations.• Partnered with Marketing and Product Development in developing all contact centre support processes and communications for all new product, rate plan, and service launches• Managed a team focused on providing operational support for billing, contact centre application, and general product/service issues and call centre call reduction initiatives
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Senior ManagerAccenture Jul 1996 - Jun 2006Led project teams for clients in telecom, product & transportation sectors with expertise in the areas of organization design, training, change management, process redesign
Alison Chu Education Details
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Psychology
Frequently Asked Questions about Alison Chu
What is Alison Chu's role at the current company?
Alison Chu's current role is Organization & Talent Development | Workforce Transformation | Retail Strategy & Operations | Passionate people developer & leader.
What schools did Alison Chu attend?
Alison Chu attended Queen's University.
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Alison Chu
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