Mona Berger
About Mona Berger
Mona Berger is an Operations Manager at TELUS, with over 15 years of experience in the company, focusing on aligning departmental objectives with the overall business plan and managing operational efficiencies.
Title
Mona Berger holds the title of Operations Manager at TELUS. She has been with the company since 2008, contributing her expertise to various strategic and operational functions.
Current Role and Responsibilities at TELUS
As an Operations Manager at TELUS, Mona Berger is responsible for developing and implementing personal objectives that align with the fiscal year’s department goals and the overall company business plan. She conducts internal audits and reviews to ensure compliance with department policies and quality standards. Additionally, she manages downtime expenses and devises new strategies to control these expenses.
Previous Experience
Before her current role, Mona worked at TELUS International Philippines as a Supervisor for Technical Support from 2006 to 2007. Prior to that, she was a Supervisor for Technical Support and Customer Service at Ambergris Solutions from 2004 to 2006. Her extensive experience in technical support and customer service has greatly influenced her effective management style.
Operational Management and Strategic Planning
Mona actively participates in weekly production teleconference meetings to review previous work and plan for the upcoming week with both internal teams and clients. She is involved in developing efficiencies and professionalism among site operations personnel. Daily, she communicates with Production Training & Quality departments to coordinate programs, trainings, client requests and feedback, as well as problem-solving initiatives.
Performance Tracking and Reporting
Mona Berger monitors key performance indicators (KPIs) and other quantifiable metrics to track the success of call center activities. She regularly compiles and reports these results to higher management, including Directors and Vice Presidents, to ensure transparency and drive continuous improvement.