Dori Oppedisano
Summary
Accomplished professional with 27 years of experience in corporate customer service within the telecommunications industry, dedicated to delivering world-class experiences and fostering strong relationships. Expertise in facilitation, time management, and innovative problem-solving, combined with a reliable and outgoing nature, ensures exceptional client support.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Lead Project Manager
Rogers Communications
06.1996 - 02.2023
- Developed a leadership coaching guide to boost team performance and improve NPS and KPIs.
- Managed a team of performance coaches, providing strategic guidance and training aligned with organizational goals.
- Created content and facilitated leadership sessions to foster collaboration and knowledge sharing.
- Analyzed data and generated reports on improvements in key performance indicators (KPIs).
- Presented strategic insights to leadership to enhance decision-making and business outcomes.
- Conducted weekly calls with NPS survey respondents to improve customer experience and address feedback.
Enterprise Quality Assurance Performance Coach
Rogers Communications Inc.
06.1996 - 02.2023
- Conducted coaching sessions to reinforce customer experience best practices.
- Provided insights on Long-Term Relationships (LTR), Overall Team Engagement (OTE), and First Call Resolution to agents and managers.
- Observed calls and emails to identify skill gaps and promote sustainable behaviors.
- Documented goals and commitments for agent and manager accountability.
- Contributed to call quality calibrations and customer experience initiatives as a certified ambassador.
Performance Enablement Coach
Rogers Communications Inc.
06.1996 - 02.2023
- Developed a performance coaching program from scratch to support bottom performers and enhance KPI performance.
- Managed coaching assignments to align with business objectives, driving team performance and skill development.
- Conducted sit-ins and remote monitoring to identify skill gaps and ensure up-to-date product knowledge across teams.
- Prepared reports for leadership with insights on performance and mentored assistant coaches to enhance their teaching skills.
Team Manager In-Charge
Rogers Communications Inc.
06.1996 - 02.2023
- Provided coaching for a team of 15 related to business products, services and sales based on customer needs
- Handled administrative request for my team as well as reporting to senior leadership to provide insight into results.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
Management Support/Retention Customer Relations
Rogers Communications Inc.
06.1996 - 02.2023
- Delivered timely support to consultants, addressing issues with feedback and guidance.
- Handled escalated customer concerns, communicating effectively with management.
- Coached new hire Retention consultants to accreditation through role-playing and feedback.
- Developed sales process job aids, team incentives, and tracked cancellation trends for continuous improvement.
Small Business Premium Support
Rogers Communications Inc.
06.1996 - 02.2023
- Managed inbound and outbound calls to support growth in the Atlantic area while ensuring exceptional customer service.
- Delivered strong customer experiences through cost recovery, bill payments, and retention efforts.
- Executed daily administrative tasks, updating account information and maintaining Excel trackers.
- Collaborated weekly with the team to provide feedback and drive departmental goals.
Wireline Business Customer Relations/Business Service Consultant
Rogers Communications Inc.
06.1996 - 02.2023
- Implemented retention strategies to address cancellations and enhance telecommunications value.
- Delivered world-class customer service, consistently achieving first call resolution.
- Analyzed call trends and customer surveys to improve processes and performance.
- Conducted peer coaching on Service Experience metrics, enhancing team quality and achieving certification.
Education
Diploma, Business Management -
Humber College
Toronto, Ontario01.1999
Skills
- Customer Relationship Management
- Communication
- Problem Solving
- Analytical
- Cross Functional Collaboration
- Empathy & Emotional Intelligence
References
Available Upon Request
Certification
- Essential Impact- Certified Leadership Coach Program
- The Coaching Habit- Box of Crayons Certification
- Salesforce Certified Administrator
- Lead Without a Title Certification
Timeline
Lead Project Manager
Rogers Communications
06.1996 - 02.2023
Enterprise Quality Assurance Performance Coach
Rogers Communications Inc.
06.1996 - 02.2023
Performance Enablement Coach
Rogers Communications Inc.
06.1996 - 02.2023
Team Manager In-Charge
Rogers Communications Inc.
06.1996 - 02.2023
Management Support/Retention Customer Relations
Rogers Communications Inc.
06.1996 - 02.2023
Small Business Premium Support
Rogers Communications Inc.
06.1996 - 02.2023
Wireline Business Customer Relations/Business Service Consultant
Rogers Communications Inc.
06.1996 - 02.2023
Diploma, Business Management -
Humber College
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