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Work Background
Rogers CommunicationsCustomer Service Manager
Aug. 2018 - May. 2024Toronto, Canada AreaTeam Leadership, Performance, & Service Optimization: Led, coached, and mentored a high-performing team of 18 customer service representatives, fostering a positive and collaborative environment that prioritized both employee growth and exceptional customer experiences. Drove significant improvements in operational efficiency and key performance indicators, achieving a 20% increase in both customer satisfaction and retention rates through effective coaching, training initiatives, process improvements, and data-driven decision making.
Complex Issue Resolution & Proactive Customer Advocacy: Served as a point of escalation for complex customer issues, leveraging strong problem-solving skills, in-depth product knowledge, and a customer-centric approach to de-escalate situations, build rapport, and deliver optimal solutions that drove a 15% increase in customer satisfaction. Proactively identified and addressed potential customer-impacting events through data analysis and trend monitoring, taking initiative to prevent escalations and minimize disruptions. (For example, proactively alerted national IT support teams regarding a mass data network outage, minimizing customer impact.)
Rogers CommunicationsCustomer Solutions Specialist
May. 2011 - Aug. 2018Toronto, Canada AreaFront-Line Customer Support & First-Call Resolution Excellence: Successfully managed a high volume of customer inquiries (averaging 30 per day) across multiple service lines, utilizing active listening and problem-solving skills to accurately identify needs and deliver timely, effective solutions in a fast-paced call center environment. Excelled at achieving first-call resolution, consistently exceeding performance targets and contributing to a 15% increase in customer satisfaction metrics and a 70% customer retention rate.
Knowledge Management, Collaboration & Continuous Improvement: Proactively deepened product knowledge and stayed updated on new procedures, sharing expertise with colleagues and actively contributing to internal knowledge bases. Leveraged available tools and resources to continually enhance team performance and service delivery, promoting a culture of collaboration and a shared commitment to first-contact resolution.
Emerging Leadership & Professional Development: Participated in a formal Leadership Development Program, gaining valuable experience in mentoring and guiding colleagues on various projects. Proactively sought opportunities to develop leadership skills and contribute to a positive, growth-oriented team environment.
Tigerdirect.caComputer Repair Technician
Jul. 2010 - May. 2011Mississauga, Ontario
Tigerdirect.caSales Associate
Oct. 2009 - Jul. 2010Mississauga, Ontario
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