Senior Business Analyst

• 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.