Drove revenue growth by onboarding and managing B2B clients, led end-to-end campaign management across Google Ads, Meta, TikTok, Taboola, Bing, and more. Conducted KYB/KYC checks, coordinated cross-functionally, and presented performance insights to clients to support retention and upsell.

Business Analyst – Workforce Planning & Scheduling (250+ FTES, 12 Teams) at TELUS DIGITAL

February 1, 2024 - Present

Led scheduling strategy and forecasting for 12 teams with 250+ employees. Built interval-level coverage analyses, reduced staffing gaps, automated reporting, and produced dashboards (BigQuery, Tableau). Managed PTO/Sick leaves in Workday and delivered real-time workforce insights.

Team Leader – Support Operations at TELUS DIGITAL

January 31, 2024 - October 23, 2025

Led a team of 12 agents, monitored KPIs (TPH, CSAT, QA), delivered coaching and development reviews, and improved QA scores by 12%. Coordinated cross-functional efforts and produced periodic business reviews for leadership.

Customer Operations Specialist – Gaming & Digital Entertainment at TELUS DIGITAL

July 31, 2022 - October 23, 2025

Managed high-volume email-based customer support, identified recurring issues, and contributed to CX process optimization. Maintained KPI awareness (CSAT, TPH, QA), trained new team members, and performed CRM data verification.

Sales Associate / Make-up Artist at M.A.C COSMETICS

March 31, 2021 - October 23, 2025

Delivered personalized beauty product sales, performed makeup demonstrations, and educated clients on application techniques. Created social media content in collaboration with the sales team, supported seasonal promotions, and exceeded KPI targets for UPT and ATV.

Sales & Partnership Specialist – Tech Retail & Customer Solutions at GSM ZONE

September 30, 2018 - October 23, 2025

Led sales and partnership initiatives, consistently achieving 85–92% of monthly revenue targets and ranking in the top 10% of performers for four quarters. Built and maintained client databases, managed vendor communications, performed stock reconciliations, and supported end-to-end sales processes.

Sales Specialist – Tech Retail at SETTRADE LTD

January 31, 2018 - October 23, 2025

Delivered top-performing sales and customer support in a fast-paced tech retail environment, building product expertise, driving conversions, and maintaining accurate customer profiles in CRM. Processed payments, coordinated with vendors for product availability, and contributed to above-average customer satisfaction and repeat business.