•Developed and implemented CX strategies, improving resolution time by 92% (from 72 hours to 6 hours) through enhanced workflows and cross-functional collaboration..•Led the alignment of RCA, CSAT, and other strategic goals across teams, driving continuous improvement and exceeding annual targets.•Perform in-depth customer data analysis to uncover journey insights, leading to the identification of key drivers and the establishment of targeted improvements.

•Managed a customer multi-tiered support team, ensuring high-level resolution of escalated inquiries across various communication channels while maintaining CRM tracking for organizational efficiency improving resolution time by 92%, from 72 hours to just 6 hours. •Directed Team Supervisors in daily operations and strategic goal attainment, while promoting compliance with project timelines and facilitating performance-focused team meetings.• Implemented productivity metrics, achieving comprehensive oversight of team performance, volume, and adherence to compliance standards resulting in 100% visibility into department operations. •Fostered partnerships with key stakeholders and regulatory bodies, serving as a primary liaison, and initiated feedback-driven enhancements to customer service strategies.

•Managed the enhancement of internal document approval processes, collaborating with customer service teams to improve accuracy in document identification, achieving a 50% decrease in case escalations and boosting customer response efficiency.•Directed team development through performance coaching and feedback, resulting in staff promotions and the cultivation of a progressive, improvement-driven work environment.•Oversaw the hiring process, conducting interviews and collaborating with HR to streamline recruitment for new hires and additional roles. Played a key role in managing disciplinary processes and facilitating terminations when necessary•Revolutionized remote new hire onboarding procedures, cutting the adjustment period by two-thirds to expedite workforce integration and elevate early-stage productivity.

•Provide coaching and mentoring to team members to create and foster engagement, as well as a high- performance culture through call monitoring and escalation trends to enhance the customer experience.•Established and effectively communicated performance targets, key performance indicators (KPIs), and service level agreements (SLAs) to team members, ensuring clear expectations and accountability.•Analyze and identify opportunities through call monitoring and escalation trends to enhance the customer experience.

•Supervised and motivated a team of 25+ employees, fostering an inclusive culture and promoting departmental engagement.•Implemented performance coaching and feedback strategies, resulting in the development of individualized development plans for team members.•Leveraged Lean Six Sigma principles to analyze customer feedback, reducing repeat call rates by 30%.•Restructured new hire training programs to enhance soft skills, communication, and product knowledge.

•Provided feedback and coaching to call center team leaders and managers to improve coaching methodologies.•Monitored and analyzed calls using TELUS-specific quality assurance methodology.