Sandra Yip
About Sandra Yip
Sandra Yip is the Manager of Client Care at TELUS in New Westminster, BC, with a history of various roles at TELUS and a strong background in leadership and business management.
Current Position
Sandra Yip is currently employed at TELUS as a Manager in Client Care, located in New Westminster, BC. In this role, she oversees client care operations, ensuring service quality and client satisfaction.
Previous Experience at TELUS
Sandra Yip has extensive experience within TELUS, holding various roles over the years. She served as Client Care Manager for Directory Listings from 2010 to 2012 in Burnaby, BC. Prior to that, she was a Business Analyst at TELUS Global Contact Solutions from 2009 to 2010. Between 2003 and 2009, she fulfilled the responsibilities of a Team Leader, and from 2002 to 2003, she was the Executive Assistant to the Vice President at TELUS Global Contact Solutions.
Education and Certification
Sandra Yip has a solid academic background with certifications from prestigious institutions. She earned an Associate Certificate in Leadership and a Certificate in Business Management from the British Columbia Institute of Technology. Moreover, she obtained a Certificate in Strategic Leadership from The University of British Columbia.
Achievements in Client Care
Sandra Yip has notable achievements in client care management. In 2014, she surpassed the target with a 120% result on the West Region Scorecard. Additionally, she received a 90% My Opinion Counts result, exceeding the target of 86%. In 2013, she led the West Region to a 95% engagement score and achieved a 34% Positive Churn result, aligning reductions in frontline headcount with traffic migration while maintaining strong engagement.
Leadership and Strategic Role
Sandra Yip plays a critical role in national leadership at TELUS, particularly on key initiatives such as Focus on the Customer, Call Centre/RP&O Process Forum, and Real Estate. She ensures the successful achievement of West Region call center scorecard/dashboard metrics and facilitates business strategy by providing region-specific budget, operational efficiency, and performance information for the national budget and strategy builds.