Alicia Hidalgo

• Led the daily operations of customer service, ensuring smooth activities in a fast-paced tennis club environment.
• Maintained a high level of customer satisfaction by providing personalized service and strengthening relationships with members.
• Coordinated planning, membership support, and customer communications to ensure consistent and effective member experience.
• Supported team operations, enhancing service delivery for improved member satisfaction.
• Helped create a welcoming and engaging atmosphere, promoting a positive experience for members and guests.
• Created welcoming and engaging atmosphere, fostering positive experiences for members and guests.

Social Media Management (January 2020 – April 2024):

• Defined and deployed social media strategies aligned with brand priorities and engagement goals.
• Led content planning, campaign development, and platform management to enhance consistency and reach.
• Oversaw performance analysis and accountability, enabling data-driven strategic adjustments.
• Spearheaded community engagement initiatives and trend monitoring, enhancing brand relevance and team responsiveness.
• Increased engagement rate by 20% through content optimization and community interaction.
• Successfully coordinated the Fido Pride campaign, ensuring consistent execution and strong initiative visibility.
• Optimized ROI tracking and reporting mechanisms, improving visibility of social initiative performance.
• Built and mentored a high-performing social media team, fostering talent development and achievement of operational objectives.
• Worked closely with cross-functional teams to support product launches, events, and high-impact initiatives.

Outbound Campaigns (December 2016 – January 2020)

• Proactively followed up on open customer cases, speeding up issue resolution and enhancing overall experience.
• Escalated complex cases relating to customer experience.
• Developed call scripts and communication approaches that improved consistency of agent interactions.
• Ensured regulatory requirements were met across all campaigns, reducing operational and reputational risks.
• EOS Technical Department (January 2010 – December 2016):
• Supervised daily technical operations and support teams, ensuring service continuity and efficiency.
• Set clear performance objectives and distributed workloads to optimize team productivity.
• Improved service quality and operational efficiency through constant process oversight.
• Resolved complex technical and operational issues to minimize disruptions and support team performance.
• Implemented optimization solutions that improved system performance and operational stability.

Retention Department (November 2007 – January 2010):

• Helped reduce customer attrition and strengthen retention through targeted interventions.
• Improved customer satisfaction and team key performance indicators through close supervision and targeted corrective actions.
• Launched upselling initiatives, team targets, and motivational contests to drive commercial performance.
• Facilitated employee career progression through mentoring and career guidance.
• Led cross-departmental initiatives and project management to promote operational alignment and effective execution of priorities.

• Designed and delivered training programs that enhanced staff skills and supported organizational goals.
• Analyzed learning needs and developed training materials aligned with operational realities to optimize training effectiveness.
• Delivered training both virtually and in person.
• Strengthened skills and knowledge retention, fostering greater team effectiveness and autonomy.

• ESAT Leader – Employee Satisfaction Committee leader (15 years)
• 2017 – Customer First nomination for business excellence
• Created a dashboard system for the outbound campaigns department
• Leadership & Management Managing Matters 2010
• National leadership development program launched at Rogers for emerging managers and leaders. Included blended learning, executive storytelling, coaching, cross-functional development
• Frontline Management Program
• Training focused on team leaders and operational managers in customer service and retail environments
• Leadership Training Program
• Ongoing management and executive leadership development streams for mid-level managers
• Mentorship Program 2024 Mentoring Program for Visible Minorities
• Rogers employee development and sustainability reporting as part of professional growth initiative
• Inclusion & Diversity Learning
• Rogers Cybersecure Catalyst