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Operations & Training Specialist at IntouchCX and TELUS Digital
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Competencies
Expertise in coordinating cross-functional teams, process optimization, and operational support to enhance efficiency.
Skilled in designing, organizing, and delivering training materials to support regional and global teams.
Proficient in executive communication, stakeholder engagement, and ensuring clear information flow.
Capable of synthesizing operational data into concise reports and summaries to support decision-making.
Education
Languages
Summary
Experienced in supporting global operations, training, and team management with a focus on efficiency and communication. Adept at coordinating cross-functional teams and improving performance metrics.
Key Achievements
- Streamlined training coordination for global teams, enhancing communication and documentation processes.
- Led operational support initiatives, improving team performance and KPI reporting accuracy.
- Managed scheduling and administrative tasks for teams of up to 16 professionals, increasing efficiency.
- Developed and maintained SOPs and training materials, ensuring consistency across operations.
Experience
Virtual Instruction Specialist
Supported regional and global operations by coordinating training schedules, documentation, and communication across distributed teams.. Prepared and maintained training materials, completion records, and compliance documentation for leadership review.. Served as a consistent operational point of contact between trainers, managers, and stakeholders. Ensured adherence to quality standards through accurate reporting and follow-up.
Operations Team Lead
Provided direct operational and administrative support to leadership while managing day-to-day performance, scheduling, payroll inputs, and KPI reporting for teams of 12–16 professionals.. Increased morale and engagement by implementing individual learning paths and leveraging internal and external resources, enhancing team satisfaction by 25%.. Coordinated workforce planning, performance tracking, and internal communications, contributing to a 20% improvement in team performance and a 30% reduction in attrition.. Maintained confidential performance data and sensitive employee information with discretion and accuracy.