I am talented people leader, innovator and coach with almost 15 years experience in the telecommunication industry.
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• Analyzed data to formulate personalized coaching strategies for TELUS Health, ADT by TELUS, TELUS Mobility and TELUS Future Friendly Home teams.
• Developed a comprehensive weekly Coaching program that was adopted in all Canadian and international call centers.
• Facilitated live and virtual training classes for groups ranging from 5 to 25 people.
• Spearheaded google site design, Gmail, slides and docs templates utilized by the team in order to more effectively communicate with stakeholder base.
• Organized strategic sessions to create and drive overall team goals for dynamic groups.
• Interviewed, onboarded, mentored and trained hundreds of emerging leaders.
• Influenced strategic direction of senior leadership through thoughtfully presented data and conclusions.
• Completed Master Coach certification through Switchgear which ensured expert proficiency in one-on-one coaching, hosting meetings and root cause analysis.
• Curated dynamic and interactive resources (including best practices, coaches tools and interactive websites) for varying learning levels.
• Hosted quarterly internal strategy sessions which ensured overall team alignment through innovation and healthy debate.
Created a dynamic team of high performing individuals that balanced customer needs with the ever evolving needs of the business.
• Lead a successful team of 16 frontline team members to achieve sales and quality targets.
• Organized on-site sales contests for team and department which drove sales specific behaviors.
• Facilitated 4-part agent sales workshops to over 400 team members and saw a 15% improvement in sales revenue and quality scores.
• Focused on the well-being of my team members and grew and developed them into more influential roles within the organization.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Effective Communication: This skill translates well into customer service, where clear and empathetic communication is vital. Empathy: Teachers often possess a high degree of empathy, which is crucial for understanding and addressing customer concerns and needs.
Canadian national from Vancouver, British Columbia, i have a background in Graphics and Web Design with certification from the Art Institute (previously known as the Center for Digital Imaging and Sound, located in Burnaby, British Columbia) i graduated in 2000 and worked freelance in various positions as a graphic artist and web designer, i also…
I have an unbridled desire to connect with people. Throughout my career, I discovered a knack for filling the gap in communication & the demand for development within employees through creation of training programs, hosting conferences & team-building efforts.
My name is James I am a Google IT certification holder, but I also have an Associate’s Degree in education. I take pride in being a hard worker and pay meticulous attention to detail.
