I am a Customer Success and Operations professional with extensive experience leading remote support teams and managing escalations in highly regulated environments. Throughout my career, I have driven compliance initiatives and optimized workflows to enhance operational efficiency and customer satisfaction. I take pride in my ability to support customers, coach teams, and resolve complex issues while collaborating effectively across cross-functional organizations.
My expertise includes AI-assisted workflows, performance management, risk mitigation, and stakeholder communication. I am recognized for building trust and improving processes that deliver exceptional customer experiences in fast-paced, dynamic settings. Leading remote teams has strengthened my skills in workforce management and operational planning.
I have a proven track record of managing customer escalations and trust & safety operations, ensuring compliance adherence and quality assurance. I am adept at utilizing CRM and ticketing systems, as well as AI-powered tools like Fuel iX, Work Assist, and Google Gemini, to boost team productivity and workflow efficiency.
In my current role as a Team Lead at TELUS Digital, I lead a remote team focused on safety-related escalations and complex customer issues, coaching team members on standards and performance expectations. Previously, I have managed multi-region field operations and served as an investigations and compliance specialist, which has given me a broad perspective on regulatory environments and risk management.
I am passionate about continuous process improvement and operational excellence, always aiming to enhance customer retention and satisfaction. My strong communication skills and crisis management abilities enable me to handle sensitive situations effectively while maintaining organizational integrity. I am eager to leverage my skills and experience to contribute to a forward-thinking organization that values innovation and customer-centric solutions.
