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
