At Rogers Communications, I led the design and rollout of hours-delivery forecasting models that reached 85% prediction accuracy, compared with a 50–60% traditional baseline. I also redesigned workflows and led a coaching program that improved agent conversion rates by 75%.
As Trainer Lead at Rogers Communications, I owned the design and rollout of onboarding programs for 100+ new hires. Post-program reviews and iterations based on feedback lifted agent retention by 90% in the first 90 days.
At Teleperformance (fka Meta), I built dashboards to track moderation accuracy and agent performance, and designed performance improvement plans for agents. Earlier, as a Subject Matter Expert and Content Moderator, I audited moderation decisions, delivered policy refresher sessions, and reviewed user-generated content against community guidelines.
