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Molly Macleay

SFU Co-op Student
Beedie School of Business
Organization
Position Title
Experience Faculty
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During my Experience
Day to Day

My day-to-day duties involved the following: 

Delegation:

I, along with my supervisor, am responsible for assigning cases to ECR advisors as they get sent in. This is a part of the “Complaint Received” portion of the escalation life cycle. Several factors are taken into consideration for delegation; for example, advisors’ time zones, work hours, current workloads, pending time off, and areas of expertise. 

When an escalation arrives, I search for the customer’s account, log relevant details into Salesforce, assign an advisor for resolution, and provide updates to stakeholders via email. I monitor our email inbox during my 8-hour shifts to promptly action messages that come in from executives. 

Reporting:

During the rest of my day-to-day work when there are no new escalations to assign, I complete reporting and analysis work. This includes weekly CEO escalation reports, weekly verbatim reports, weekly communications writing, monthly escalation driver dashboards, ad hoc tasks as required, and more. I leverage the software programs Salesforce, SharePoint, MS Word, Excel and PowerPoint, and Google Slides and Sheets to complete reporting. 

Surveying:

An important aspect of TELUS’ organization-wide scorecard measurements is the “Likelihood to Recommend” score, or “L2R.” Every week, I survey customers that ECR advisors have assisted to determine L2R scores and other metrics. I also complete analysis of the L2R results. This is included in our quarterly reports. 

Other day-to-day activities include attending meetings and planning engagement activities for the ECR team.

Learning and Adaptation

During my work period, I learnt the following skills:

Technical skills in Microsoft Excel and PowerPoint:

Learning how to use software tools effectively has not only taught me skills in the tools themselves, but taught me how to showcase results to their full potential. One thing that I will apply in the future is the importance of “insights over reporting.” Tools for analytics are great on their own, but better when you know how to summarize all of your findings to showcase the right amount of information that your stakeholders need to see.

Presentation abilities:

This co-op term has given me many opportunities to lead conference calls and lead presentations in front of my director group. I have developed skills in articulation and engaging audiences, and I plan to apply these skills in classroom settings as well as throughout my career.

Building professional relationships:

I have stepped out of my comfort zone during my co-op to go on many different coffee chats with professionals around the organization. I have a lot more confidence in approaching new people now, and I plan to continue approaching anyone and everyone I want to have a coffee chat with next.

Reflection & Tips
Reflection

My responsibilities included triaging escalations, managing internal communication with the executive leadership team, and conducting detailed data analysis and reporting. I especially loved working with my amazing coworkers and fellow co-op students.