Nicole Roesler

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Team Success Manager

High Converting Content Inc.

Oct 2023 - Jun 2024 (9 months)

• Conduct regular check-in calls across departments to address issues and foster collaboration. • Spearhead initiatives to improve team culture and productivity, including organizing events and promoting work-life balance. • Manage payroll, benefits, and hiring processes to attract and retain top talent. • Lead training and onboarding efforts, identifying skill gaps and promoting skill development. • Research and implement tools and technologies to optimize workflows and enhance service delivery. • Provide coaching on mindset, productivity, and well-being to support team members. • Coordinate internal and external events to strengthen team cohesion and engagement. • Oversee project management teams to ensure successful project deliv

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Self-employed vintage goods reseller. Owner

RetroNuggets

May 2023 - Current (3 years 1 month)

• Ran a successful Etsy shop specializing in curated vintage goods. • Sourced unique vintage items, curated product listings, and managed inventory. • Handled all aspects of sales, including customer inquiries, order processing, and shipping logistics. • Maintained a high level of customer satisfaction through prompt communication and excellent service. • Implemented marketing strategies to increase visibility and drive sales, resulting in steady growth of customer base and revenue. • Managed finances, including budgeting, pricing, and profit tracking. • Demonstrated strong organizational and time management skills to effectively balance business operations with other responsibilities.

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Senior Business Analyst - Coaching Sustainment

Telus Communications Inc.

Sep 2021 - Mar 2023 (1 year 7 months)

As a senior member of the Coaching Sustainment team, I was responsible for evolving the national coaching program and onboarding new TELUS acquisitions. • Analyzed data to formulate personalized coaching strategies for TELUS Health, ADT by TELUS, TELUS Mobility and TELUS Future Friendly Home teams. • Developed a comprehensive weekly Coaching program that was adopted in all Canadian and international call centers. • Spearheaded google site design, Gmail, slides and docs templates utilized by the team in order to more effectively communicate with stakeholder base. • Interviewed, onboarded, mentored and trained hundreds of emerging leaders.

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Business Analyst II

Coaching Sustainment

Jul 2014 - Aug 2021 (7 years 2 months)

As part of the Coaching Sustainment team, I was accountable for the creation and ongoing development of coaching and training solutions for the customer experience department (direct impact on 40 operations managers and 8000 agents). • Facilitated live and virtual training classes for groups ranging from 5 to 25 people. • Organized strategic sessions to create and drive overall team goals for dynamic groups. • Influenced strategic direction of senior leadership through thoughtfully presented data and conclusions. • Completed Master Coach certification through Switchgear which ensured expert proficiency in one-on-one coaching, hosting meetings and root cause analysis. • Curated dynamic and interactive resources (including best practices

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Call Center Team Manager

Future Friendly Home

Oct 2012 - Jan 2014 (1 year 4 months)

Created a dynamic team of high performing individuals that balanced customer needs with the ever evolving needs of the business. • Lead a successful team of 16 frontline team members to achieve sales and quality targets. • Organized on-site sales contests for team and department which drove sales specific behaviors. • Facilitated 4-part agent sales workshops to over 400 team members and saw a 15% improvement in sales revenue and quality scores. • Focused on the well-being of my team members and grew and developed them into more influential roles within the organization.

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Client Care Representative

National Help Desk

Jan 2010 - Jan 2012 (2 years 1 month)

Worked to efficiently guide peers in handling the complex and unique needs of our customers. • Balanced the complex needs of customers with the overall business strategy. • Assisted internal team members through a help line with complex customer and order situations. Coordinated the Peer2Peer support program within the National Help Desk team.

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