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Work experience


Rogers Communications Incorporated
May 2006Present

Team Manager

Rogers Communications Inc.
Business Sales and Service Center Small Business Care 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 while 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 team, specifically around, call management, quality, collections effectiveness, absenteeism, and behavioral growth • Ensure operational effectiveness is maintained throughout the customer life cycle • Assist in implementation and reporting on progress of tasks, projects or committees, as assigned


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