Gabriel - Customer Experience Team Leader at Telus Digital

Expertise in creating dashboards and analyzing data to optimize team performance and customer satisfaction.

Proven ability to manage customer inquiries, resolve issues efficiently, and enhance overall customer experience.

Experience leading remote teams, mentoring agents, and driving performance improvements.

Proficient in SQL, Power BI, Looker Studio, Excel, and Python for data-driven decision making.

Manage and optimize the scheduling calendar for a content creator, coordinating appointments, client meetings, and contact production across time zones., Use tools like Google Calendar, G-Suit, Trello, Notion, Instagram, and email platforms to organize priorities, manage last-minute client needs and maintain a streamlined workflow., Provide administrative support by monitoring communication channels, preparing schedules, and assisting with time and task management., Prospect and identify potential clients, initiate first contact via direct message, and maintain consistent follow-up through email and digital platforms to build trust and convert leads into opportunities. Achieving a 15% conversion rate from a pool of over 500 leads., Track communication progress and status updates, ensuring timely responses and personalized outreach to enhance the client experience and support business growth.

Led a remote cross-functional team of quality analysts and support agents across multiple time zones, improving overall team performance and satisfaction., Developed data-driven dashboards using Looker Studio and Power BI to monitor performance metrics, detect trends, and support strategic decisions., Created a feedback system that reduced customer escalations by 25%, contributing to improved client satisfaction and operational cost savings., Implemented task distribution and tracking tools to boost team productivity and engagement through data automation, resulting in better resource utilization., Reduced the workload of a critical CEA by over 60% through task redesign, freeing up capacity for strategic support and improving internal efficiency., Supported international operations by coordinating with global teams on process improvements and account transitions., Led the creation of a fraud-monitoring team, conducting root cause analysis and developing escalation protocols aligned with internal quality standards., Collaborated with internal stakeholders to integrate insights from HRIS and CRM systems, aligning CX strategies with operational goals., Handled sensitive information related to team performance and quality reviews, ensuring data privacy and integrity in reporting., Contributed to performance reviews and resource planning, supporting measurable improvements in team efficiency and retention of strategic accounts.