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.)