Amrit Khaley

Results-driven operations and escalation management leader with 10+ years of experience in high-volume contact center environments. Proven track record leading teams of 40+, resolving executive-level and regulatory escalations, and designing training and coaching programs that improve compliance and performance. Skilled in process optimization, KPI analysis, cross-functional collaboration, and conflict de-escalation, with a consistent record of improving resolution times and customer satisfaction.

Solutions Support Team - Rogers Communications - Remote

(2020-01 - 2025-11)

• Delivered advanced technical and policy support to internal agents and teams, resolving complex, escalated inquiries while maintaining operational excellence across a high-volume contact center.
• Enforced compliance with company policy and identified operational gaps, driving process improvements that strengthened consistency across teams.
• Managed multiple concurrent live chat interactions while balancing cross-functional project responsibilities, consistently meeting or exceeding service-level targets.
• Served as subject matter expert on business policy, coaching agents and elevating team-wide knowledge, performance, and compliance.

Office of the President - Rogers Communications - Burnaby, BC

(2019-01 - 2020-01)

• Managed executive-level escalations, ensuring full compliance with company policy and industry regulations while mitigating regulatory and reputational risk.
• Conducted in-depth investigations into complex customer complaints, developing tailored resolutions that protected revenue and preserved organizational integrity.

Customer Escalation Team - Rogers Communications - Burnaby, BC

(2018-08 - 2019-01)

• Resolved high-priority, high-emotion escalations through structured problem-solving, maintaining strong customer satisfaction under pressure.
• Partnered with cross-functional teams to identify root causes of recurring issues and implement sustainable, long-term solutions.
• Delivered balanced resolutions that protected company revenue while prioritizing customer outcomes and regulatory compliance.

Subject Matter Expert - Telus Mobility - Burnaby, BC

(2017-02 - 2017-12)

• Designed and delivered training programs for new hires, accelerating onboarding timelines and building core skill competency.
• Tracked and analyzed KPIs to identify performance gaps and implement targeted coaching plans that improved team efficiency.
• Conducted live call monitoring and one-on-one coaching, providing actionable feedback that improved service quality and customer experience.
• Partnered with leadership on strategic initiatives to boost productivity and streamline operational processes.

Process Assistant Outbound (Team Lead) - Amazon - Delta, BC

(2014-01 - 2016-07)

• Directed labor management strategy for outbound operations, ensuring efficient resource allocation and consistent achievement of daily operational goals.
• Led daily stand-up meetings, communicating performance metrics and action plans to align a team of 40+ associates.
• Coordinated with carriers and logistics partners to ensure on-time, accurate shipment delivery, minimizing delays.
• Supervised and coached a team of 40+ associates, fostering a culture of accountability and performance growth.

Lord Tweedsmuir Secondary School (2012)