Company: TELUS
Company Description: At TELUS, we’re using our world-leading technology to drive meaningful change — from transforming healthcare and making our food supply more sustainable to reducing our environmental footprint and connecting Canadians. We offer both personal and business solutions (security, internet, mobility, tv bundles, online security); healthcare, agriculture, and sustainability solutions.
Nomination Category: Individual Awards Categories
Nomination Sub Category: Lifetime Achievement – Business
 Nomination Title: Sophie Gravel - Director of Central Alarm Monitoring
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the lifetime of achievements of the nominated woman, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below:
- Briefly describe the nominated individual: background and work history (up to 200 words):
Total 200 words used.
Sophie Gravel, Director of TELUS Smart Security & Automation's Monitoring Center, is an exceptional leader in the security industry. With 31 years of experience, she stands out as a highly accomplished professional in a male-dominated field.
With over three decades of result-driven management experience, Sophie showcases outstanding leadership in overseeing a 24/7 security call center, strategic planning, financial performance, and continuous improvement. Excelling in quality management, workforce planning, and coaching, she guides a management team of 60 and supports over 250 agents globally. Her expertise extends to optimizing business processes and spearheading special projects, making her an invaluable asset beyond day-to-day operations.
Sophie spearheaded a transformative change management initiative, overseeing a significant organizational transition for over 600 employees nationwide. Her leadership revolutionized the reporting structure, with a streamlined and efficient operational framework that propelled the company forward.
Sophie plays a pivotal role in the Info-Crime program. She sits on the Board of Directors, monitoring policies and utilizing her experience and knowledge to combat crime. As a key sponsor of the program, TELUS promotes citizen engagement by encouraging anonymous and confidential reporting of criminal activities. Sophie's commitment to the security industry and her community, combined with her remarkable achievements, are inspirational.
- Outline the nominee's achievements that you wish to bring to the judges' attention (up to 250 words):
Total 248 words used.
1. Launch of TELUS SmartWear: Sophie played a pivotal role in introducing SmartWear, a groundbreaking technology featuring CMS (Central Monitoring Station) capabilities and operational readiness.
2. Due Diligence support for bulk purchases: Sophie provided valuable support in closing 27 Bulk Purchases involving 12.6k subscribers.
3.Vivint Canada acquisition: Sophie's strategic input and due diligence support were instrumental in negotiating and finalizing the acquisition of Vivint Canada. Her expertise facilitated the smooth transition and integration of Vivint into TELUS, enhancing the company's market position.
4. Customer experience: Under Sophie's leadership, TELUS achieved an above-target customer experience for 864k SSA (Smart Security & Automation) customers. This included an impressive response to 2.7 million high-priority alarms with an average speed of answer of 62 seconds. Additionally, the CMS received an outstanding 89% Voice of the Customer Likelihood to Recommend rating.
5. Sophie supported a 5.2% year-on-year customer growth while simultaneously reducing annual operating expenses by $4.1 million. This achievement was accomplished through operational transformations, including a 29% reduction in manual alarms per customer, 2,500 bps in alarm automation, a 17% decrease in false alarms, a 20% reduction in labor shrinkage, a 56% reduction in unplanned absence, and $760k opex savings from consolidating acquired customers.
6. Work enablement and efficiency improvements: in 2022 Sophie led over 50 initiatives improving work enablement and operational efficiency.
7. Cost savings through contract negotiation: Sophie's negotiation skills yielded $1.4 million cost savings in external monitoring contracts while maintaining service quality.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 117 words used.
Please find attached a comprehensive report detailing our average speed of answer for 2022, which exemplifies our commitment to exceptional customer service. Handling 2.7 million high-priority alarms with an average speed of answer of 62 seconds showcases our prompt and efficient response. Additionally, we have included a sample of the work enablement activities spearheaded by Sophie. These initiatives have led to operational savings and significant improvements in procedures, resulting in reduced manual alarms and false alarms. One additional document contains samples of communications Sophie sent to her team sharing some of the technology and process initiatives she rolled out. Sophie's leadership and dedication to continuous improvement have contributed significantly to our operational efficiency and service excellence.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry (up to 250 words):
Total 246 words used.
Sophie's achievement in spearheading the successful launch of TELUS SmartWear, integrating state-of-the-art CMS technology and operational readiness, showcases her ability to drive innovation and propel TELUS to the forefront of the security industry. While the sector tends to be stagnant, Sophie's unwavering passion for innovation sets TELUS apart from competitors, enabling us to harness cutting-edge technology and maintain our leadership position in the market.
Sophie's exceptional due diligence support in successfully closing 27 Bulk Purchases, encompassing an impressive 12.6k subscribers, along with her pivotal role in the Vivint Canada acquisition, highlight her unparalleled meticulousness and strategic acumen. This exceptional level of success and growth through acquisitions is a rarity in the industry, solidifying TELUS's position as the fastest-growing security company in Canada.
Under Sophie's leadership, TELUS achieved an exemplary customer experience, surpassing industry standards with prompt alarm response and an exceptional Voice of the Customer rating. With an outstanding average speed of answer of 62 seconds, we outperform the industry standard of 120 seconds, highlighting our unwavering dedication to providing prompt and efficient service.
Sophie's exceptional performance in driving both customer growth and operational efficiency is remarkable. The significant reductions in manual and false alarms, labor shrinkage, and unplanned absence, coupled with substantial opex savings, showcase her ability to transform operations for improved performance and financial success.
Sophie's leadership in work enablement and efficiency improvements, along with her negotiation skills resulting in substantial cost savings, further solidify her impact on TELUS's operations and bottom line.
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