Responsible for a team of 300+ customer Care and Service Assurance agents located in Canada, Central America and Philippines. Responsibilities includes:- Service levels across 2 departments, in both French and English, including teams with Service level agreements with gov't entities.- Resources and headcount management- Training strategy for all resources and assets- Process improvement and implementation- Customer Care and service assurance prime in core team of new Wireless products launch.- Mentor to new management professionals through workshops, 1-1 coaching, shadowing, and projects- Drive digital adoption strategy- Drive revenue generation and retention- Drove 70% reduction in customer complaints and escalation for Business VoIP solution- Drove 92%+ customer satisfaction- Reduction of call per customer of over 10%, while absorbing a growth of 30%+ of customer base

Accountable for people and performance management of a team of cross-skilled team members for service assurance and care. Increase and maintain overall/individual performance in a high pressure, 24/7 environment.Develop and mentor team members in career development.Drive efficiency in concert with the operations team, and promote a continual service improvement.

Responsible for the Quality program for the Wireline and Wireless Assurance teams via coaching and collaboration with the performance management team. Elaborated, designed and implemented a new Quality Program and scorecard for all the assurance teams for Wireline and Wireless program, in partnership with directors and senior operations manager, in order to promote growth in customer satisfaction result, while increasing employee engagement.

Answer calls pertaining to Wireless or Wireline products such as ADSL, Voice, and Shared Hosting support. I specialize in support of my peers in order to maximize efficiency response, and reduce downtime for customers. Keeping high performance and deep knowledge of the TELUS network has allowed me to be a top performer in my department.

- Created a professional development program- Promoted a rise in employee engagement of 15% and climbing throughout the year- Trained and coached my manager peers in their new roles- Fostered a culture of open feedback, accountability and development within the team, leading to several promotions within the organization- Established community involvement programs- Part of our social committee to promote team engagement- Created Workforce management processes (schedules, vacations, staffing, etc.)

The service trainer is responsible for training all employees on the various products and services the company supplies. He is also responsible for training new employees, and current employees in the transition to new departments.Also responsible for the following:- Subject matter expert on all trainings delivered- Follow through on employee performance after training in class- Managing late and absences during classes- Helping Instructional design team developing training programs- Consult with senior management team to identify issues, and suggest training solutions.

Responsible for employee meeting targets for sales, quality, attendance, and development. creation of individual coaching plans for 22 employees regarding various metrics. Use of various motivational techniques to sustain growth of results.