Jason Perkins Email & Phone Number

Mississauga, Ontario, Canada

Toronto

As Director of Customer Experience & Operational Excellence at TELUS (2019-2023), I led a global team of 500+ across four brands, driving significant improvements in digital transformation, customer experience, and operational efficiency.

Montreal, Quebec, Canada

As Operations Manager for Technical Support & Roaming at TELUS in Montreal, QC (2012-2019), I adeptly led operational management in a bilingual environment.. My role as the first point of contact for roaming-related technical issues required an agile approach to manage multiple projects and analyze customer journeys effectively.

Montreal, Canada Area

As the Team Manager for Service Assurance at TELUS in Montreal, QC, from 2005 to 2012, I led a team of 20-30 technical agents specializing in ADSL and TELUS Mobility services. My primary focus was on surpassing service objectives and driving operational excellence. A significant part of my role involved mentoring team members, fostering their performance growth and expertise, which contributed to building a robust talent pool for future leadership roles within the company.I was dedicated to ensuring exceptional ticket turnaround times and maintaining service level efficiencies. This was achieved through targeted touchpoint training and skill development, ensuring that the team was well-equipped to handle customer inquiries and technical issues effectively.My tenure was marked by notable accomplishments. I achieved an unprecedented 95% First Call Resolution rate, which was instrumental in enhancing customer trust and solidifying TELUS's reputation for a customer-focused approach. This achievement not only reflected operational efficiency but also underscored our commitment to resolving customer issues promptly and accurately.Furthermore, I fostered a collaborative and inclusive work environment. This approach was pivotal in maintaining over 85% team engagement, instilling a sense of ownership and camaraderie among the team members. My leadership style focused on creating a positive, supportive, and engaging work culture, which was key to our high team engagement and overall success in service assurance at TELUS.My additional experience as:Supervisor, Bell, Montreal | 2001-2003Communications Manager, TELUS, Montreal | 2004 - 2005Central York Girl Hockey Association (CYGHA & NTR) | Volunteer - Hockey Coach | 2022 - 2022Kerry's Place & Blue Jays Care Foundation | Volunteer - Fundraising | 2021 - 2023TELUS Days of Giving | Philanthropic Leader & Volunteer | 2005 - 2023

Business Administration - Marketing (Dec), Business, Management, Marketing, And Related Support Services

Computer Programming And Analytics (Attestation Of College Studies)