Trina Ho

Experience

• 

  TELUS

  Jan 2008 - Mar 2011

  Tier 2 support resolving tickets that came from frontline data network & assistance representatives. Supported customer service and sales representatives through coaching, goal setting, training and mentoring to exceed KPI targets.Developed quality, sales, and engagement programs for individual teams and nationwide campaigns to drive performance results. Quality

  • Data Network & Assistance Representative

    Nov 2009 - Mar 2011

  • Techincal Support Representative

    Nov 2009 - Jan 2010

  • Data Network & Assistance Quality Coach

    Dec 2009 - Dec 2009

  • Client Care Representative (OCR Pilot)

    May 2009 - Nov 2009

  • Quality Coach

    Oct 2008 - May 2009

  • Client Care Representative

    Jan 2008 - Oct 2008
• 

  TELUS

  Sept 2011 - now

  Project Strategy & Change Management at TELUS - Responsible for managing end to end business readiness support for new system and procedural launches and changes within Customer Experience Responsible for leading teams of unionized sales representatives to achieve performance targets through coaching, mentoring and performance management. Launched the first chat team in Mobility. Launched the first team of agents in Service 2.0, a transformative change in call center operations.

  • Business Analyst

    May 2017 - now

  • Team Manager

    Sept 2011 - May 2017