Shantelle R. Morales-Yanez

TELUS International is a global provider of customer experience and digital solutions, and a manager at TELUS International my role is a supervisory position responsible for managing a team of employees.

The main focus of this position is to monitor key performance indicators, ensure that my team is performing efficiently and effectively, meet SLA targets, and provide high-quality customer service. Some of the specific responsibilities of a manager at TELUS International include:

• Achievement of daily, weekly, and monthly SLA targets
• Developed detailed plans based on broad guidance and direction.
• Manage the delivery of contractual metrics and service levels in order to satisfy client needs and meet targets
• Analyze data to draw strong solid conclusions, construct and implement impactful action plans
• Motivate and develop the team through coaching, feedback, and personal development in order to enhance performance delivery and meet contractual obligations.
• Monitoring team performance and providing feedback to team members
• Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
• Create, communicate, and develop compelling data presentations to clients, sr leadership, and team members to effectively meet SLA
• Create effective plans to assist team members with resolving customer or technical issues
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Coordinating development opportunities for team members
• Ensuring that the team is following company policies and procedures
• Communicating team and company updates to team members
• Handling escalations and ensuring that customer complaints are resolved in a timely and satisfactory manner
• Collaborating with other departments and teams within the company
• Setting performance goals for team members

Overall, as a manager at TELUS International, I play a crucial role in ensuring that the team provides high-quality customer service, and support and meets the company's overall business goals.

• Display a professional and positive, attitude at all times
• Resolve conflicts in a professional manner
• Communicates effectively verbally, interpersonally with others
• Administer vouchers, gifts, and cash and credit card refunds as needed.

A network of women leaders who come together to empower, inspire and speaks life to all women from all walks of life. The International Director of Women of Power International is responsible for leading and managing the organization's global strategy and operations.

• Leadership and Management: The International Director is responsible for leading and managing the organization's over all strategy and operations. This includes setting the vision, mission and goals of the organization, and developing and implementing strategies to achieve all goals.
• Partnership Development: WOPI Director is responsible for developing and maintaining relationships with key stakeholders and partners. This includes building partnerships with other organizations and governments to support the organization's goals.
• Communication and Advocacy: WOPI Director is responsible for promoting the organization's mission and goals through effective communication and advocacy. Which includes developing and implementing communication strategies, engaging with the media and advocating policies and initiatives that support women.
• Establish and maintain relationships with various organizations
• Serving as spokesperson to the organization’s constituents, the media and the general public.
• Developed project budgets and managed production costs.

• Responsible for teaching and preaching to youth and young adults within the church. This include leading Bible studies, delivering sermons, and facilitating discussions on topics relevant to youth and young adult life.
• Recruit, train and Lead volunteer youth staff with diverse gifts, talents and personalities
• Advised, counseled and provided spiritual direction on an individual basis. Which include providing pastoral care, offering guidance and support, and connecting young people with appropriate resources.