Head of Cloud Technologies leads our brand new Cloud Consulting service, driving innovation and excellence in cloud solutions. Strategic planning, implementation, and management of cloud technologies to enable business transformation for our clients.

Responsible for managing, monitoring and developing a team of 9 Learning Services Specialists that support an agent population of 370+ and staff personnel by providing Customer Service, Customer Care, and Tech Support training among other BPO required skills. Responsible for ensuring the quality of the performance of candidates and graduates of new hire programs and upskill, cross-skill training initiatives to address Operation areas of opportunity and customer dissatisfaction… Show more Responsible for managing, monitoring and developing a team of 9 Learning Services Specialists that support an agent population of 370+ and staff personnel by providing Customer Service, Customer Care, and Tech Support training among other BPO required skills. Responsible for ensuring the quality of the performance of candidates and graduates of new hire programs and upskill, cross-skill training initiatives to address Operation areas of opportunity and customer dissatisfaction drivers.Responsible for growing the program by onboarding an average of 30+ new hire agents every month.Responsible for ensuring the continued fulfillment of goals, training strategy and standards sought by Telus’ clients and stakeholders. Responsible for proper planning and allocation of resources for developing/delivering training.In charge of professional development plans not limited to the training team but also other support areas and the Operation. Development of special projects that include the creation and update of training curricula, development, and implementation of workshops to ensure the quality of service of the Learning Services team. Responsible for the professional and optimum performance of the training department. Ensuring compliance with the Global Learning Excellence standard processes and performance reports of the Learning Services Organization including trainers and trainees through official channels of communication. Show less

Brought SME insight and hands-on expertise to the development of the new G Suite Administrator Certification.Optimization and rebranding of the Global G Suite New Hire Training Curricula (Tier I & II).Slashed down training times by revamping the training curricula for Tier 1 and Tier 2 agents, as a technical writer and SME for Google Cloud Support globally. Global telephony transition of Avaya to Softphone (Google-owned telephony system) for all G Suite Support Vendor sites in the… Show more Brought SME insight and hands-on expertise to the development of the new G Suite Administrator Certification.Optimization and rebranding of the Global G Suite New Hire Training Curricula (Tier I & II).Slashed down training times by revamping the training curricula for Tier 1 and Tier 2 agents, as a technical writer and SME for Google Cloud Support globally. Global telephony transition of Avaya to Softphone (Google-owned telephony system) for all G Suite Support Vendor sites in the world. Global chat support channel tool implementation (Salesforce Live Agent tool) for all G Suite Support Vendor sites in the world.Document creation and training delivery, workstation configuration, hardware testing, and provisioning. Ensuring the readiness of all Staff/Agents worldwide, identifying bugs or potential issues during delta tests.Standardized technical and instructional content of the Google Cloud Support knowledgebase articles as well as the development of training assets, process & policy implementation and adoption of new technologies for the global G Suite Support Operation decreasing support cases by 25% globally.Reduced human error in support cases by developing and implementing processes and policies for G Suite internal knowledge base. Show less