Michael Randhawa
About Michael Randhawa
Michael Randhawa is a Senior Strategy Manager at TELUS in Vancouver, British Columbia, Canada, with extensive experience in customer relations and organizational development.
Company
Michael Randhawa is currently employed at TELUS, a telecommunications company based in Vancouver, British Columbia, Canada. He operates remotely as a Senior Strategy Manager.
Title
Michael Randhawa holds the position of Senior Strategy Manager at TELUS. In this role, he focuses on developing and implementing customer experience strategies, managing relationships with offshore BPO call center providers, and leading cross-organizational initiatives.
Professional Experience
Michael Randhawa has over two decades of experience in various managerial roles. Prior to his current role, he was the Operations Manager, Customer Experience at TELUS from 2012 to 2015. He served as Director, Customer Relations at IKEA Canada from 2009 to 2012 and was a Senior Corporate Manager, Customer Care (Consultant) at Coast Hotels & Resorts from 2008 to 2009. Additionally, he worked with Infinity Consulting as a Contact Centre & Organizational Development and Leadership Consultant for ten years and was with Shaw Communications as Manager, Customer Care from 2001 to 2008.
Education and Expertise
Michael Randhawa has attained multiple educational qualifications. He studied Business Leadership at the Ken Blanchard Institute of Leadership, earning certification in Situational Leadership II from 2011 to 2012. He also studied Business Management at the British Columbia Institute of Technology, earning a certificate in Business Leadership from 2003 to 2005, and holds a Bachelor's degree from Simon Fraser University's School of Business, focusing on Organizational Behaviour and Management Information Systems (MIS), achieved between 2000 and 2003.
Key Contributions
Michael Randhawa plays a pivotal role in creating and sustaining customer experience strategies at TELUS. He constantly works on negotiating Master Service Agreements (MSAs) and Statements of Work (SOWs) to drive cost and operational efficiencies. Randhawa interacts with C-Level executives from vendor organizations to ensure strategic alignment and address executive-level escalations. His efforts are geared towards driving cost certainty while simultaneously enhancing the customer experience.