At TELUS Digital Philippines, I improved campaign handoff validity from 64% to 95% within six months through case handoff improvement projects. As a Subject Matter Expert, I also recommended solutions that raised the campaign’s backlog efficiency score from 78% to 92% within two months.
As a Customer Experience Analyst, I audited tickets and analyzed data to identify causes of low customer effort scores, then created reports and dashboards with insights for operations teams and leadership. Most recently, as Operations Team Leader, I managed a team of KYB Due Diligence specialists following strict AML workflows.
