We are pleased to welcome Alice Shin as the new Senior Manager, Service Centre for the Integrated Service Centre (ISC). In this new role, Alice will be responsible for the comprehensive strategic leadership and direction for the operations of the Service Centre, including human resources, resource allocation, strategic planning, policy development, and knowledge management. She will also determine the evolving service support requirements and be accountable for optimal user support experience for related ISC products and services.
Alice’s contact centre experience started with 14 years at Roger Communications, where she learned many different functions of operations, from managing teams, supporting the quality assurance program, training, as well as helping create a new hands-on learning environment program. Since then Alice has overseen many different support operations in areas such as sales, administration, and contact centres, working with Pacific Blue Cross and LifeLabs/Excelleris. Most recently, she has been involved in the new cannabis industry, where she supported in opening the contact centre for BC Cannabis stores and supported Zenabis Global to build and develop their contact centre team, systems, processes and tools.
In Alice’s spare time, she enjoys keeping her three teenage daughters happy and busy, and loves to stay active and healthy, playing sports such as volleyball, softball, golf, and now learning tennis too!