The foundation was solid — experienced agents, motivated leads, and leadership that truly cared about the customer experience.
 

But as the team grew, things started slipping:

• Escalations were piling up

• Motivation wavered

• Processes existed, but weren’t followed

• Performance data was available, but not acted on

• Vendors were delivering volume, but not always value

 

“While our team’s foundation was robust, sustaining high motivation and consistency often proved challenging.”
— Sebastian, Team Lead at Telus

The support org was doing a lot of things right but like many fast-growing teams, they needed help turning tribal knowledge into structure, and scattered ownership into accountability.

That’s where I came in.​​​

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My Approach

Hands-on and targeted 

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I didn’t come in with templates. I worked directly with the leads, agents, and vendor team to figure out what would actually stick.
 

Here’s what we tackled:

• Defined clear roles and expectations across the team

• Built strong coaching loops with the team leads so they could confidently drive performance

• Simplified reporting so leaders weren’t just looking at numbers, but acting on them

• Established real vendor partnerships by aligning goals, processes, and accountability

• Created space for agents to grow with clarity, not just speed
   

“Corina’s precise direction, active support, and uncompromising standards shifted our trajectory.”
— Sebastian, Team Lead at Telus​​


Outcome
The difference was visible and fast.

 

How it worked : 

• Escalations decreased

• Team leads became stronger decision-makers

• Metrics actually meant something and were used to improve

• The vendor team felt part of the mission, not just outsourced labor

• The team culture shifted from reactive to confident and proactive
   

“With her guidance, we achieved enhanced visibility into our metrics and cultivated a stronger sense of ownership and engagement.”
— Sebastian, Team Lead at Telus

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Want results like this?
This is what I help early-stage and scaling teams do:
 

• Bring structure without the bureaucracy.

• Create accountability without micromanagement.

• Set support teams up for long-term success — from day one.