Melanie Gilbert
About Melanie Gilbert
Melanie Gilbert is the Manager of Operations at TELUS in the Montreal, Canada Area, known for her strategic initiatives that have significantly improved team engagement, productivity, and customer satisfaction.
Title
Melanie Gilbert serves as the Manager of Operations at TELUS in the Montreal, Canada Area. She has been instrumental in operational improvements and team management, contributing significantly to the company's success.
Previous Experience
Melanie's tenure at TELUS is marked by progressive roles, beginning as a Customer Service Representative from 1999 to 2004. She then advanced to a Sale Specialist SMB from 2004 to 2008 in St-Laurent. These roles provided her with a comprehensive understanding of customer service and sales operations, setting a solid foundation for her current leadership position.
Team Engagement and Employee Management
Under Melanie's management, team engagement at TELUS has consistently been impressive, maintaining over 92% engagement for the past three years and achieving 100% engagement since 2013 through Pulse Check. She implemented the Fair process, which has notably decreased employee churn, improved productivity by 31%, and doubled the number of dedicated customers in the last five years.
Customer Satisfaction Initiatives
Melanie spearheaded strategic initiatives that significantly boosted TELUS's customer satisfaction, indicated by a 35% increase in the Likely to Recommend (L2R) score. Her strategies have enhanced the quality and efficiency of service, contributing to a stronger customer relationship.
Leadership in Operational Improvements
Melanie has been pivotal in developing and implementing strategies aimed at improving cycle time, return on investment, process, and quality at TELUS. She manages technical call center personnel to resolve customers' technical questions and ensure compliance with regulatory requirements, including SOX compliance. Additionally, she focuses on brand awareness and has successfully enhanced the visibility of the company's branch through innovative strategies.