Colin Cooke

Experience

• 

  TELUS

  Jul 2007 - Aug 2020

  Scrum master leading a scrum team of product owners, developers and solution architects. We create Business Intelligence solutions that help drive planning and strategy for TELUS' call centre operations.Product owner for the team's technical debt backlog. Plan, manage and oversee the execution of improvements to the team's technical infrastructure to ensure continued reliability and sustainment for our BI products. Project manager for TELUS' Integrated Planning Program. Our project team consisted of designers, developers and data architects. We were responsible for creating and improving resource planning models for onshore and offshore call centre operations.During my time with the team, we forged great relationships with our stakeholders, completed an immense investigation into frontline process and behaviours and delivered new planning models for onshore and offshore call centre forecasting. As a project manager with the Readiness Incident & Optimization team I was responsible for supporting improvement initiatives for incident management, release management and testing practices. I had the opportunity to work on various projects including improvements to testing practices in our IT release windows, the launch of our Change Problem and Resolution team, the realignment of our Incident Recovery team and the creation of the TELUS outage website. I was a coordinator for the User Acceptance Testing program, supporting changes in our mobility products and call centre application suite. I partnered with various IT and business groups to plan testing and release activities for my business unit. We managed a pool of 40 testers. This provided me the opportunity to develop and refine my leadership skills. I was a key contributor to the development and expansion of TELUS' At Home Program. Our team enabled call centre agents to work from the comfort of their home. I was responsible for planning our annual expansion strategy and helped grow the program from 1,000 to 1,500 during my time with the team. I was a member of the Real Time Team for our resource planning department. Our team monitored real time service level metrics in our call centres, provided daily reporting to leadership and took actions to achieve frontline KPI targets. This role required the individual to think on their feet and make quick decisions with often limited information. Fresh out of University I joined TELUS as a Channel Care Analyst. I provided support to corporate stores, retailers and independent dealers. It was here I got to first learn the business and started my TELUS journey.

  • Sr Project Manager - Business Intelligence

    Mar 2019 - Aug 2020

  • Project Manager II - Planning & Performance Modelling Team

    Jan 2018 - Feb 2019

  • Project Manager I - Readiness Incident & Optimization Team

    Dec 2016 - Jan 2018

  • Business Analyst II - Technology Change Assessment Team

    Jul 2013 - Dec 2016

  • Business Analyst I

    Jul 2009 - Jul 2013

  • Resource Management Analyst - Resource Planning & Optimization

    Oct 2008 - Jul 2009

  • Channel Care Analyst - Mobility Channel Care

    Jul 2007 - Oct 2008
• 

  Onica

  Aug 2020 - Oct 2021

  Engagement Manager
• 

  OpsGuru

  Oct 2021 - now

  • Lead Engagement Manager

    Jan 2023 - now

  • Sr. Engagement Manager

    Oct 2021 - Feb 2023