At Foundever, I've led remote Rogers Customer Care and Technical Support operations serving 80,000–100,000 monthly voice and live-chat contacts. I supported 20 team leaders and more than 400 agents through KPI-driven coaching, performance management, process improvement, and client reporting.
I've built leadership playbooks, scorecards, coaching routines, and onboarding support that improve consistency and accountability. Across Operations Manager, Senior Team Leader, and Team Leader roles, I've developed leaders, managed escalations and outages, partnered on workforce coverage, and helped frontline teams deliver stronger customer experiences.
