Sanna Hurley

Background

About Sanna Hurley

I am a resilient, energetic, collaborative, and intentional people leader with 9+ years of experience in the Telecommunications industry, located in Calgary, AB. LEADERSHIP: 5+ years in progressive operations leadership roles with emphasis on coaching, customer experience, performance development, process improvement, strategic planning, and quality assurance. OPERATIONS: I have led high-achieving National contact-centre teams that focuses on reactive and proactive customer support. I am accountable for leading innovative initiatives that consistently create an unmatched customer experience while prioritizing the engagement and culture of our diverse workforce. I strive for demonstrated exceptional results through progressive training, a passion for learning and building strategic relationships, and a commitment to long-term excellence. While exceeding customer experience objectives, my other accountability is collaborating with workforce and analytics Senior Leadership Team to manage Key Performance Indicators (KPI’s), scheduling and forecasting, and staffing budgets for the contact centre teams I am responsible for. STRATEGIC PLANNING: Developed and implemented a small and mighty team of 30 that proactively supports customers experiencing low WiFi performance who are at risk of churn. SPECIALITIES: Leadership, Coaching, Culture Building, Operations Management, Strategic Planning, Relationship Building, Customer Experience EDUCATION: 2023 – Completed The Science of Well-Being Certificate, through Yale University via Coursera (online learning) 2019 – Completed Sales & Marketing Executives International (SMEI) Social Media Marketing Certificate 2014 – Received my BA in Communications at Capilano University in North Vancouver PERSONAL DEVELOPMENT: The Way of You – Powered by Print: My unconscious motivators are: To be needed and appreciated (2 Major) & to enjoy life and be happy (7 Minor) Top 5 Strengths from Clifton StrengthsFinder: Positivity, Arranger, Developer, Includer, Relator