Management Trainee

I have extensive experience in call center operations management, having held key roles at TELUS and Genpact. As an Operations Team Lead at TELUS, I managed day-to-day team performance, directly collaborated with clients, and reported on key business metrics. He has a strong track record in leadership, supporting team development, and ensuring operational efficiency. My expertise includes facilitating presentations, conducting root cause analysis (RCA), and driving process improvements to meet business objectives.

With extensive experience in team leadership, I have successfully managed and developed teams at TELUS and Genpact. As an Operations Team Lead, I was responsible for overseeing daily operations, guiding team performance, and directly reporting to clients. My leadership focused on collaboration, ensuring that team members were supported, motivated, and aligned with organizational goals. I consistently fostered a positive work environment while driving operational efficiency and delivering quality results.

As a Customer Experience Analyst Lead and later as an Operations Team Lead at TELUS, I was responsible for tracking and analyzing team performance to ensure operational efficiency. I regularly reported key performance indicators (KPIs) through weekly business reviews, provided data-driven insights, and collaborated with operations teams to implement strategies that enhanced overall performance. My role also involved closely monitoring team metrics and supporting continuous improvement through root cause analysis (RCA) and actionable recommendations.