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