Naomie Philip
Salaberry-de-Valleyfield,Québec
Summary
Experienced leader with a strong record of leading retention teams to surpass targets and maintain a customer-first focus. Skilled in developing strategic plans and motivating teams for outstanding performance. Demonstrated expertise in leadership and communication, fostering a collaborative and results-driven environment.
Overview
18
18
years of professional experience
Work History
Senior Business Analyst
Telus Digital
02.2025 - Current
- Managed stakeholder expectations through transparent communication and timely status updates, ensuring alignment between project deliverables and business objectives.
- Facilitated meetings resulting in clear project objectives and deliverables.
- Improved project efficiency by analyzing business processes and identifying areas for improvement.
- Analyzed data to identify root causes of problems and recommend corrective actions.
Loyalty and Retention & Sales Team Manager
TELUS/Koodo
03.2021 - 02.2025
- Inspiring a Customer-First Experience: As the leader of a loyalty and retention team of up to 16 members, the primary goal is to foster a customer-first mindset across all interactions
- Change Management & Career Development: Supporting team members through times of change is critical
- Additionally, focused on professional development by helping team members identify and pursue career growth opportunities
- Engagement & Team Dynamics: Drive engagement both individually and as a team (recognized year-over-year for engagement score of 100%)
- This high level of engagement translates to improved productivity and employee satisfaction
- Coaching for Enhanced Agent & Customer Experience: A strong focus is placed on coaching team members to elevate both agent performance and the overall customer experience
- Aligning Performance with Strategic Priorities: ensured that every team member is aligned with the company’s strategic goals and objectives
- Innovation & Continuous Improvement in Customer Loyalty: By analyzing customer feedback, market trends, and the competitive landscape, worked with stakeholders to continuously refine processes and strategies
Loyalty and Retention Team member
Koodo
06.2017 - 03.2021
- Manage escalations, cancellations, and inquiries for Koodo Postpaid, Koodo Prepaid, and PC Mobile services
- Subject Matter Expert (SME) for cross-skill CAM, Prepaid, and Postpaid platforms
- Employ creative problem-solving to deliver solutions and options that enhance customer satisfaction and boost likelihood-to-recommend scores
- Active member of the Social Committee, responsible for organizing activities and fundraising initiatives
Payment Services Representative
TELUS Mobility
02.2011 - 06.2017
- Trained in diverse skill sets for Telus Mobility, Mike, Koodo Mobility, PC Mobile, and Client Care, with cross-skilling across multiple platforms
- Provide exceptional front-line customer service by addressing inquiries and resolving issues
- Negotiate payment arrangements while safeguarding TELUS' financial interests
- Conduct risk analysis on accounts to ensure timely and accurate payments
- Promote and advise on various payment options to support customer convenience
- Manage both proactive and reactive collections for delinquent accounts, ensuring timely resolutions
- Follow up with clients on missing or misapplied payments to maintain account integrity
- Thrive in a high-pressure, fast-paced environment, consistently delivering under stress
- Assist the Resource (Help Desk for Payment Services) team when needed, supporting frontline representatives with procedural guidance and managing escalations
Team Manager
Voxdata
01.2007 - 02.2011
- Began as a Sales Representative, promoted to Team Leader within six months
- Managed client escalations, ensuring timely and effective resolutions
- Provided coaching and mentorship to employees and trained new hires
- Performed administrative tasks, including productivity analysis and reporting follow-ups
- Compiled and analyzed data, delivering findings in daily reports to the Executive VP
- Monitored service levels for inbound and outbound operations, ensuring optimal scheduling and performance
- Administered disciplinary measures as necessary, maintaining team accountability
- Excelled in managing high-stress situations within a fast-paced environment
Education
Skills
- Leadership Growth Program
- Proficient in 5E and Switchgear Coaching
- Skilled in Business Productivity Software
- Sales, Revenue Growth and Customer Retention Strategy
- Strategic Team Guidance while building customer trust and improving likelihood to recommend
accomplishments
- 4-time winner for Team Manager Leading Star Award: Leading Stars is a long-standing program in TELUS designed to recognize team members who excel at all aspects of their role and consistently go above and beyond for our customers.
- 3-time Customer First champion winner: The Customers First Champions Award recognizes customer-facing team members who go above and beyond in consistently delivering an exceptional experience.
- 3-time Top Leader for Customer-First Champion: Top Leader recognizes team managers with a minimum of 4 Customer-first Champion winners in the year.
- 3-time CHLOE Nominee and Finalist: Honors Leaders of Excellence (CHLOE) awards are designed to recognize and celebrate the accomplishments of women and champions of diversity, equity and inclusion at TELUS.
Languages
English
Full Professional
French
Professional Working
Timeline
Senior Business Analyst
Telus Digital
02.2025 - Current
Loyalty and Retention & Sales Team Manager
TELUS/Koodo
03.2021 - 02.2025
Loyalty and Retention Team member
Koodo
06.2017 - 03.2021
Payment Services Representative
TELUS Mobility
02.2011 - 06.2017
Team Manager
Voxdata
01.2007 - 02.2011
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