Caroline Kaspo
About Caroline Kaspo
Caroline Kaspo is the Director of Customer Experience Mobility at TELUS, with extensive experience in telecommunications and security industries, specializing in business process improvement and robotic process automation.
Current Position at TELUS
Caroline Kaspo is currently serving as the Director of Customer Experience Mobility and Directrice Générale Mobilité at TELUS. In this executive role, she leads the effort to enhance customer experience across mobility services. Her responsibilities encompass overseeing various teams and driving strategic initiatives aimed at improving customer satisfaction and operational efficiency.
Previous Roles at TELUS
Caroline Kaspo has an extensive tenure at TELUS, holding various key positions over the years. She served as the Director-Directrice Générale for Smart Security & Automation from 2020 to 2023, where she managed commercial and custom security teams. Before that, she was the National Operations Manager from 2014 to 2020, the Operations Manager Credit and Collections from 2011 to 2014, and the Team Manager Client Care from 2004 to 2011. These roles allowed her to gain comprehensive experience in operations, customer care, credit and collections, and security.
Educational Background
Caroline Kaspo holds a Graduate degree in Human Resources Management/Personnel Administration from HEC Montréal, completed between 2015 and 2017. She also earned a Bachelor's degree in Management, Marketing, and HR from Université de Montréal - HEC Montréal, where she studied from 2000 to 2005. Additionally, she possesses a Bachelor's degree in Design de l'environnement from Université du Québec à Montréal, achieved between 1997 and 1999.
Early Career
Before her extensive career at TELUS, Caroline Kaspo worked as a Marketing Coordinator at Interface design for the MTL international interior design show and magazine Interieur in 2001. This role provided her with valuable experience in marketing and coordination within the interior design industry.
Skills and Expertise
Caroline Kaspo is highly skilled in managing diverse operational teams, including those in commercial security, custom security, help desk, wireless number portability, escalations, loyalty, collections, and tech support. She specializes in business process improvement, robotic process automation (RPA), change management, and customer satisfaction. Known for her coaching and employee engagement skills, Caroline has a demonstrated history in both the telecommunications and security industries.