Nika M

I’m a results-driven Operations and Project Lead with 8 years of experience in team leadership, process optimization, and customer service excellence. I’m known for keeping projects on track through clear alignment with clients, executives, and team members.

As a Telus Digital Team Lead / Project Manager (2023–Present), I liaise with stakeholders to maintain alignment, and I uphold high project standards with compliance to client guidelines. I focus on operational efficiency while protecting service quality.

Previously, as a TaskUs Team Lead (2020–2023), I led teams to ensure adherence to policies, performance targets, and customer service standards. I improved productivity through one-on-one coaching, team meetings, and performance reviews, and I implemented process improvements to increase service delivery and customer satisfaction.

Earlier experience across HSBC, Wells Fargo, and Baycorp International strengthened my customer support and resolutions capabilities. I handled inquiries, resolved disputes, and managed third-party debt collections—always ensuring accuracy, efficiency, and compliance with banking policies.