Work Experience
Rogers Communications Inc. (June 2007 – till date)
Team Manager
(Full time)
Rogers Home Phone Department
Rogers Small Business (Sales and Service Center)
RESPONSIBILITIES
• Daily coaching of front-line staff to ensure that quantitative and qualitative results are
met for RCI, Credit Operations, Call Center
• Develop specific, customized coaching plans with direct reports, set monthly/quarterly goals
with direct reports, linking behaviors with business results
• Ongoing identification and resolution of barriers to Customer satisfaction, or timely
escalation as appropriate
• Ensure that internal and external customer satisfaction is maintained and exceeded.
• Implement initiatives to promote team/morale building and having FUN
• Effective skill development of direct reports, specifically around, call management, quality,
collections effectiveness, absenteeism, and behavioral growth
• Ensure operational effectiveness is maintained throughout the customer lifecycle
• Recommend and reinforce RCI, Credit Operations operational standards,
policies/procedures, and identify gaps
• Comply with all policy and legal requirements under the Health & Safety legislation
• Assist in implementation and reporting on progress of tasks, projects or committees,
as assigned . Project: In charge of all work force operations to facilitate new hire and cross training – this includes scheduling, training location, support planning, IT provisioning, etc.
Rogers Communications Inc. (Jan 2007 – May 2007)
Training Support Consultant, Customer Care (Full time)
RESPONSIBILITIES
• Create a supportive, professional learning environment for consultants acquiring new skills
• Execute coaching plans in collaboration with consultants and conduct sit-ins and remote monitoring in order to identify skill gaps
• Provide feedback (both strengths and opportunities) to new/cross-training consultants and prepare coaching plans in order to close skill gaps
• Conduct mini modular training sessions
• Offer recommendations to training team on training gaps and trends
• Perform administrative duties such as; employee file maintenance, performance tracking
• Build relationships with new hires and create a fun and positive work environment
• Includes training and Team Manager in-charge assignments.
• Requires strong organization, motivational and time management skills required
• Requires the ability to act as a role model to new hires and team members by demonstrating integrity, professionalism, leadership and respect for others
Rogers Communications Inc. (May 2006 – Dec 2007)
Customer Service Consultant, Brampton Call Center (Full time)
• Deliver world-class customer service.
• Within a revenue generating culture, meet or exceed the monthly call center performance objectives including sales targets, call quality, and call handle time.
• Troubleshoot and gather information from customers to identify root causes of customer dissatisfaction and determine appropriate course of action.
• Follow up and communicate with specific departments for escalation and resolution of more complex problems.
• Listen, understand and respond to customer inquiries.
• Process account adjustment requests (billing, contract terms, address changes etc.) generated by the customer.
• Perform other duties and special projects as required.
• Recipient of numerous customer commendations, WOW (when company deems you have gone above and beyond for the customer) and WCS (World Class Service – Results of an independent agency surveying customers) Call awards.
• Recipient of MVP (Most Valuable Player) for Q2 2007 award.
York University Bookstore/York Shop (Jan 2003 – to May 2006)
Staff Member General Merchandising Department (Full & Part Time)
• Responsible for ensuring that the department’s daily functions are executed efficiently
• Providing excellent customer service to York University’s Academic and Administrative Staff.
• Handle all customer, merchandise, sale, inventory and retailing related issues in an effective and timely fashion.
• Trained on cash Point of Sale (P.O.S) systems and WinPrism Inventory Management System for both the bookstore and its affiliated clothing retail store (the York Shop).
• Inventory maintenance
Tim Hortons Coffee Shop, Store Front , Brampton (Aug 2002 – June 2006)
Sales Executive (Full & Part Time)
• Responsible for handling cash, taking orders on Drive-Thru, filling orders, preparing soup and sandwiches.
• Working in fast paced environment.
• Providing fast, friendly and reliable service at all times.
• Worked in supervisory capacities during night shifts.
• Exhibited ability to prioritize job duties to get things done accurately and effectively.
• Always exhibited & continued to cultivate a strong work ethic, dedication to my job and a positive, team-player attitude.
Aviation & Defense Consultants, Rawalpindi, Pakistan. (Nov 1998 – Mar 1999)
Network Consultant (Part Time)
• Setting up from scratch a working and suitable computer/IT system to enable office staff to handle online work and inventory maintenance.
• Effectively designed and managed the network.
• Typing proposals, documents, cover letters and documents.
• Maintaining the computer setup, advising office staff on technical running of computers/Trouble shooter.