Natasha El Baba Email & Phone Number

North Vancouver, Bc, Ca

Burnaby, British Columbia, Canada

Vancouver, British Columbia, Canada

In my role as Director of SMB Sales Implementation at Shaw Communications from 2020 to 2023, I led adiverse team across multiple locations. As a direct report to the VP of Product, Pricing and Marketing, I was responsible for 6 direct reports and over 78 indirect reports spread across various cities from Victoria to Mississauga.My key responsibility was managing a substantial budget in CAPEX and OPEX. My focus was ontransforming our B2B implementation strategy by enhancing training programs and refining onboardingprocedures. This strategic shift led to the creation of customer-specific implementation strategies thatsignificantly boosted revenue.Under my leadership, we expanded the delivery team by 40% within the first year due to successful project executions and increased revenue generation. We broke performance records by increasing revenues considerably during 2021 alone, which further increased during 2022.I lead quarterly People Pulse surveys that resulted in a significant increase in employee engagement metrics with Employee Net Promoter Score rising markedly and Leader Net Promoter Score improving similarly.I introduced vertical-focused delivery plans aimed at improving operational processes which enhancedcustomer satisfaction scores significantly while increasing individual order capacity. This enabled us tocomplete an impressive number of orders annually.I was also involved in initiating a strategic program that improved capital build efficiency leading to faster revenue recognition and an increase in network build completion rate for SMB. This strategic move gained us additional contract value. I successfully managed on-net cycles which resulted in securing high-value contracts, contributing towards our overall annual contract revenue goal for SMB.

Calgary, Alberta, Canada

In my role as the National Manager of B2B Sales Support at Shaw Communications from 2018 to 2020, I led a team of 9 professionals. My role was to provide strategic support to small and medium business sales teams while fostering leadership development across the organization.A key achievement was the successful scaling of the national Outbound Sales strategy encompassing hiring, onboarding, training, and leadership development, overseeing sales performance and providing continuous support, feedback, and guidance where needed to ensure consistently strong resultsAnother one of my key initiatives was developing 'battle cards', an educational tool offering competitive tactics, industry insights, and comprehensive knowledge about our product benefits for clients. This initiative significantly improved sales comfortability.I also strategized and executed customized onboarding plans tailored to address specific process gaps within departments. This approach enhanced sales comfortability and offered hands-on support which in turn led to better performance. During my tenure, I delivered a high number of sales presentations annually, successfully converting a significant percentage into new business accounts and contracts.I initiated bi-weekly virtual sales incentive programs that resulted in an average increase in sales during incentive weeks contributing an additional revenue per month. In addition to this, I enhanced staff training and knowledge sharing by centralizing key resources including the Salesforce Knowledge base, and internal online learning platforms along with developing e-learning modules.I had the opportunity to collaborate with the People and Culture department to design a national hiring strategy aimed at attracting top sales talent across the country. This involved training leaders on effective communication and interviewing techniques.

Calgary, Canada Area

Between 2016 and 2018, I served as the Supervisor for National Business Sales at Shaw Communications.Reporting to the National Business Sales Manager, I led a team of 23 reports across Calgary and Kelowna.One of my most significant achievements in this role was transforming Calgary's National Business sales team into the top-performing unit in the country within six months. This transformation was made possible through strategic recruitment, comprehensive training, and effective performance management.During my tenure, we saw significant improvements in team performance. The output of the top 10% increased by 120%, and overall team performance rose from a yearly average of 48% to over 130% within eight months.I successfully hired and onboarded 26 new employees in three months while reducing time-to-proficiency from six months down to three months with an impressive success rate of 80%.In addition to this, I revitalized career paths for over 20 employees by guiding them toward opportunities better aligned with their unique skills and talents. My leadership also led the team to win numerous incentives including a prestigious trip to San Francisco for being recognized as the top-selling team in the country.

Vancouver, Canada Area

As an HR Specialist in Recruitment at Shaw Communications, I was entrusted with the responsibility of managing full-cycle recruitment processes across various departments. These included Sales and Business, Customer Care, Operations, Retail, Civil Engineering and Planning, and Technical Operations.Working closely with hiring Managers/Directors was a key part of my role. Together we maximized theeffectiveness of recruitment processes and ensured that only the best candidates were presented for consideration.I proactively sourced potential candidates and built robust candidate pipelines through a variety of strategies. These included networking activities, social media outreach, employee referrals, participation in industry events and direct candidate sourcing.In response to specific departmental hiring needs, I implemented targeted recruitment initiatives tailored to different demographics and environments. This approach helped us attract high-quality candidates who were well-suited to our company culture and job requirements.One significant achievement during my tenure was streamlining the screening process. By evaluating potential candidates' suitability against job criteria in conjunction with hiring managers and HR operations, we improved efficiency significantly.I worked on enhancing the company's employment brand representation across various social media platforms. This initiative not only increased our visibility but also attracted high-quality candidates for various roles within the organization.

Calgary/ Vancouver

As a leader of Customer Base Management, I reported directly to the Manager, Customer Success and led a team of 19-23 direct reports based in Calgary.I was responsible for leading a national outbound 'win-back' team as well as an inbound team who's primary goal was to retain clients through value selling and resolving client concerns. We successfully achieved a substantial conversion rate in regaining clients, showcasing our effective client relationship management and negotiation skills.I also developed and implemented a new onboarding and mentorship framework that was subsequently rolled out nationally for support teams. This initiative greatly enhanced employee integration fostered professional development, and contributed significantly to our overall success.

3400 32 Ave Ne

Transitioning into my role as Supervisor of Sales at Shaw Communications, I reported directly to the Customer Care Manager and led a team of 19-23 direct reports based in Calgary.Our team exceeded sales targets by an impressive margin through hands-on coaching and training strategies that emphasized individual performance improvement and team collaboration.

Calgary, Canada Area

Joining the organization in 2009, I served as a Sales and Loyalty Agent and Support at Shaw Communications. In these roles, I was responsible for handling inbound customer inquiries and disconnect requests. My main accountability was to increase revenue and retain clients. My commitment to excellent customer service and problem-solving abilities were instrumental in consistently exceeding all Key Performance Indicators (KPIs). My effective communication, negotiation skills, and customer-centric approach helped me stand out in my role.This consistent high performance led to my promotion within the organization, marking a significant milestone in my career progression. This experience laid the foundation for my future leadership roles and further honed my skills in strategic planning, team collaboration, and client management.