Amanda Govan
North Bay
Summary
Dynamic team collaborator with proven expertise in optimizing processes and exceeding operational objectives. Demonstrates exceptional communication skills and strategic prioritization abilities to drive results in fast-paced environments.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Business Analyst I
TELUS
03.2024 - Current
- Led comprehensive access management and evolved team documentation to deliver a seamless onboarding/offboarding processes that optimized system and team integration
- Managed strategic team scheduling for 10+ members across Canadian time zones, optimizing resource allocation while eliminating coverage gaps to ensure appropriate resources are available to support sales impacting system issues
- Delivered end-to-end stakeholder support, conducting validation testing, performing root cause analysis, and managing time-bound written and verbal communications during system-wide sales-impacting outages
- Acted as a liaison between sales representatives, developers, and other key business stakeholders by presenting complex technical information to a non-technical audience
Store Manager
TELUS
10.2015 - 03.2024
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills
- Led the successful transition of 12 team members from in-store to working from home, including training and supporting team members transitioning to outbound calling, while managing store closures and ensuring seamless adaptation to virtual customer interactions
Sales Representative
TELUS
05.2010 - 10.2015
- Actively attend to customer and provide solution-based recommendations to ensure customer satisfaction
- Facilitated training programs for new employees and cross-brand transitions
- Provided peer coaching and support that strengthened team performance and established consistent best practices
Education
Health Studies And Criminology
Wilfrid Laurier University
Brantford, ONSkills
- Instruction writing
- Process documentation
- Documentation management
- Systems analysis
- User acceptance testing
- Technical writing
- Verbal and written communication
Certification
- Leadership Development Program (LDP) - TELUS
- Management Essentials - TELUS
Timeline
Business Analyst I
TELUS
03.2024 - Current
Store Manager
TELUS
10.2015 - 03.2024
Sales Representative
TELUS
05.2010 - 10.2015
Health Studies And Criminology
Wilfrid Laurier University
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