Wireless Retention Manager
Rogers Communication Inc.
Managed and supported a team of 20 front-line Customer Service/Retention Consultants to exceed customer and stakeholder expectations. Engaged employees in call centre strategies, developed employees through regular coaching, performance reviews, growth-focus discussions and activities. Advocated the needs of customers and employees through feedback channels.
- Clearly communicated performance targets and objectives at the individual and team levelto motivate, and build an engaged, high performing team
- Drove new hire team success as measured by quality metrics, customer satisfaction, revenue generation, save rate, and cost management to consistently achieve site-leading team results
- High employee engagement and satisfaction from many employee testimonials and achieved results to change management
- Participated in corporate improvement project focus groups to develop new call flows and call handlingpractices
- Championed and led change in a work environment that is constantly changing with different wireless promotions, customer service/marketing/retention initiatives.