Katrina Potts

Background

About Katrina Potts

I love the place where people, process, and technology intersect. Since graduating with a Masters degree in Music Performance & Literature, I've worked in fundraising, customer success, project management, learning and development, sales enablement, technical program management, and product. I've had the privilege leading programs for customers and employees at a variety of organizations from humble nonprofits to tech startups. At TELUS, I lead the development of the SPOC Copilot, our award-winning AI-powered help desk copilot and recipient of the 2024 IDC CIO Award. Our solution has transformed team member support, reducing agent-handled interactions by 25% and cutting average interaction time by 60%- all while enhancing the overall experience. My role involves crafting strategic product direction, fostering cross-functional collaboration, and leveraging data-driven insights to achieve our goals. I'm passionate about building solutions that not only drive business efficiency but also prioritize exceptional customer experiences. Outside of work, I volunteer with ElderDog Canada and Cool Aid Society. I also love to read, run, and hike.