At TELUS Digital, I led a 30-member production team delivering floor plans and 3D tours for real estate clients. We handled 1,440+ daily transactions, and I reduced AHT from 32 minutes to 10 while maintaining a 98% quality score.
I increased agent productivity from 15 to 48 tickets per day, achieving capacity equivalent to avoiding 40–50 FTEs without proportional headcount growth. I also delivered 100% SLA adherence and managed scheduling, utilization, occupancy, and shrinkage.
At BYKO Journey, I led creative operations and standardized workflows, improving turnaround through SOP-driven execution. Earlier, I worked as a Freelance Graphic Designer, delivering branding and marketing assets and managing projects end to end.
