Senior Business Analyst

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About me

I am talented people leader, innovator and coach with almost 15 years experience in the telecommunication industry.

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2021 -2023 Sr Business Analyst - Coaching @ TELUS

β€’ Analyzed data to formulate personalized coaching strategies for TELUS Health, ADT by TELUS, TELUS Mobility and TELUS Future Friendly Home teams.
β€’ Developed a comprehensive weekly Coaching program that was adopted in all Canadian and international call centers.
β€’ Facilitated live and virtual training classes for groups ranging from 5 to 25 people.
β€’ Spearheaded google site design, Gmail, slides and docs templates utilized by the team in order to more effectively communicate with stakeholder base.
β€’ Organized strategic sessions to create and drive overall team goals for dynamic groups.
β€’ Interviewed, onboarded, mentored and trained hundreds of emerging leaders.
β€’ Influenced strategic direction of senior leadership through thoughtfully presented data and conclusions.
β€’ Completed Master Coach certification through Switchgear which ensured expert proficiency in one-on-one coaching, hosting meetings and root cause analysis.
β€’ Curated dynamic and interactive resources (including best practices, coaches tools and interactive websites) for varying learning levels.
β€’ Hosted quarterly internal strategy sessions which ensured overall team alignment through innovation and healthy debate.

2014-2021 Business Analyst - Coaching @ TELUS
2012-2014 Team Manager @ TELUS

Created a dynamic team of high performing individuals that balanced customer needs with the ever evolving needs of the business.
β€’ Lead a successful team of 16 frontline team members to achieve sales and quality targets.
β€’ Organized on-site sales contests for team and department which drove sales specific behaviors.
β€’ Facilitated 4-part agent sales workshops to over 400 team members and saw a 15% improvement in sales revenue and quality scores.
β€’ Focused on the well-being of my team members and grew and developed them into more influential roles within the organization.

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