Tamara B

Results-driven Leader with years of progressive experience in high-volume, fast-paced, agile telecommunications, service and technology environments. Proven track record managing unionized workforces, driving measurable performance through KPI metric management, and implementing process improvements that deliver sustained business results.

Recognized

Champion of Change with deep expertise and certification in coaching, change management, and building scalable frameworks that elevate team performance and organizational capability. Managed, drove engagement and full performance accountability from an at-home remote model well before it became industry standard.

Team Manager – Customer Loyalty Experience - TELUS Mobility - Scarborough, ON

(2018-07 - 2025-04)

• Led 18 unionized employees within a high volume operation of 400–600 agents, consistently achieving top results across productivity, quality, customer experience, retention, sales KPIs, and sales target attainment.
• Maintained churn rates below 1% for 12+ consecutive years through disciplined team leadership, strategic coaching, and customer-focused operations.
• Transitioned to a hybrid model, having operated remotely since 2012 as part of TELUS's at-home workforce.
• Managed daily scheduling, shift coverage, vacation planning, and absence management, dynamically adjusting resources to meet fluctuating demands.
• Developed a scalable coaching framework adopted across the organization, balancing support, performance, metrics, sales strategy, and trackable execution to drive sustainable results.
• Identified operational gaps and drove process improvements that increased consistency across teams; solutions adopted by leaders across multiple lines of business.
• Elevated team engagement from below 70% to 100% within six months by building a culture of trust, ownership, and continuous improvement strategies recognized and adopted by managers and executives.
• Led teams through major operational transitions, managing resistance, rebuilding confidence, and maintaining performance stability throughout periods of change; awarded Champion of Change.
• Recruited, interviewed, selected, and onboarded talent across direct and cross-functional teams; mentored and coached 100+ employees over tenure through a formal mentor program, with 30%+ advancing into promotions, roles or elevated external opportunities.

DE&I Board Member - TELUS Mobility - Scarborough, ON

(2021-03 - 2025-04)

Concurrent with Team Manager role

• Served on the enterprise DE&I leadership board, influencing organizational strategy, employee engagement, and workplace inclusion across all lines of business.
• Designed and facilitated leadership training on gender equity, racism, microaggressions, intersectionality, inclusive language, and navigating difficult workplace conversations.
• Created and led the Inclusion Café program; managed the annual DE&I calendar and partnered across business units to deliver awareness campaigns and engagement initiatives.
• Analyzed employee feedback and presented recommendations to senior leadership; nominated twice for the Chloé Award (Women's Connection) for contributions to workplace inclusion.

Business Analyst - TELUS Mobility - Scarborough, ON

(2022-07 - 2023-10)

Concurrent with Team Manager role

• Analyzed operational and customer interaction data to identify trends, process gaps, and improvement opportunities; presented findings and recommendations to senior leadership.
• Led investigative analysis uncovering business rule breaches and unethical practices impacting customers, contributing to a nationwide remediation initiative that strengthened controls across multiple lines of business.
• Supported testing and implementation activities that advanced digital adoption and transitioned teams from manual to automated workflows.

Trainer & Facilitator - TELUS Mobility - Scarborough, ON

(2016-04 - 2018-05)

• Designed and delivered change management and operational training during major system rollouts, serving as Subject Matter Expert and Team Lead.
• Trained 300+ employees and frontline leaders on enterprise and operational platforms including Salesforce CRM, Google Suite, Vision21, SmartDesktop, and offer management tools; developed training materials, process documentation, and Train the Trainer programs to sustain adoption at scale.

Customer Care, Tier 2 Support - Rogers Wireless

Customer Care & Sales Advisor - Minacs (OnStar Program)

Office & Project Manager - DMG / BRAG Entertainment

Studies - Business Management - Durham College