Alison Chu Email & Phone Number

Toronto, ON, CA

• Drove 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

• Led 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.
• 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.

• Advised 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

• Led 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

Developed and implemented contact center strategy for the integration of Public Mobile (PM) team members and customers with TELUS.

• Supported 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

Toronto, Ontario, Canada

• Led 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

Led project teams for clients in telecom, product & transportation sectors with expertise in the areas of organization design, training, change management, process redesign