Business Specialist

• May 2016 - Present

•Maintains the content of channel's website up to date through web publising tool•Creates dashboard reports using tableau•Accountability for the design and performance of customer processes•Drive a culture of continuous improvement into the process improvement framework•Define and monitor KPIs specific to call center processes I own•Support governance and cross-functional change management•Creation of process documentation•Collaborating with cross-functional team members to:◦Understand and interlock processes with the holistic view of the current state TELUS customer experience, and related business operations◦Use business analytics and intelligence to provide insight to create and drive change that improves the customer experiences◦Train, develop and enable team members to leverage continuous improvement methodologies like Lean Six Sigma Show less

Business Analyst

• Sep 2012 - Apr 2016

- Work with sales management team, operations & customer both locally and nationally on various Reporting and sales Analysis tasks.- Ensure the front line team member has the tools, reports and information needed to coach their agents- Monitor both real-time and historical reports on agents' performance, key indicators and provide updates to the management team.-Analyze and trend large amounts of information and use it to come to conclusions that are easy to understand and interpret.-Analyzing trends and statistics to keep the management team informed.-Provide reasoning and behind patterns and trends and present this information to the team.-Responsible for the creation of decks for business reviews (WBR, MBR, QBR)-Responsible for incentive computation-Responsible for maintaining agents' scorecard up to date Show less

Sales Verifier

• Jul 2012 - Sep 2012

Sales verification and fraud sale investigation

Outbound Sales Representative

• Mar 2011 - Jun 2012