Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

GENEVIEVE WHITE

Kitchener,ON

Summary

Inspirational leader and dedicated customer advocate with 20 years of experience in developing high performance teams to provide yearly resolution to 500K unique customer account issues. Advocated permanent solutions that prevented an average of 5M additional customer complaints, launched programs to reduce department costs by 250K yearly. I enjoy a fast-paced and challenging environment that is focused on extraordinary customer experience, operational efficiencies, and a passion for people and teamwork.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Customer Incident Manager

Rogers Communications
06.2015 - 08.2023
  • Created an environment of productivity, accountability, and development for our high-performing business analysts who were key in resolving customer account issues in the ordering and billing platforms.
  • Launched a department mentorship program that enabled agents to acquire or enhance skills in written communication, meeting facilitation, conflict resolution, and critical thinking.
  • Senior lead on high impacting customer account issues in the ordering, billing, and digital experience flows for wireless, internet, and cable products.
  • Reduced wireless data pass call drivers by 75% with improved configuration in real-time monitoring of data activities to align with customer billing cycles
  • Established automation for multiple routine agent tasks that generated 600K yearly savings and promoted a quicker and more seamless experience for customer activations and existing services.
  • Championed the order issue task force, the billing council, and system release launch initiatives with key stakeholders to ignite collaboration, awareness and alignment on CRM application launches and fixes.
  • Decreased cable line ordering issues by 60 % from 2021 to 2023 by promoting application fixes on the top call drivers, on-site technician irritants, and IT resolution time on individual account repairs.
  • Optimized service ordering application access to prevent duplicate customer credit evaluations and security restricted controls to repair incorrect hardware fees.
  • Maintained over 100 key articles for the frontline customer service knowledge management tool to ensure accuracy of processes.

Performance Manager

Rogers Communications
08.2005 - 06.2015
  • Developed performance metrics and provided feedback to our department operations team.
  • Transitioned department processes, best practices, and training documents from Word to OneNote for a unified source of information and to allow real-time updating, improved document protection, clearer display of information, and quicker editing.
  • Implemented a monthly quality calibration meeting to ensure agents understood and could provide feedback on the program.
  • Maintained initiatives and produced KPIs for agents and leaders for workforce, quality, training, and ticket volumes.
  • Deployed new case management functions for customer-facing agents that alleviated previous complexities and incorrect case routing. Invalid ticketing requests decreased by 20% after one year of launch.
  • Introduced automated customer notifications on outstanding tickets to advise on solution delay which reduced customer callback frequency from 2 days to 5 days and contributed to improved Customer Care NPS.

Education

Architectural Technology -

Northern Alberta Institute of Technology

Skills

  • Analytical
  • Strong Communicator
  • Customer Focused
  • Confident Leader
  • Project Execution
  • BMC Remedy and ServiceNow
  • JIRA and Confluence
  • Maestro
  • SharePoint
  • Microsoft Word, Excel, PowerPoint, Teams

Certification

  • ITIL
  • Six Sigma

Timeline

Customer Incident Manager

Rogers Communications
06.2015 - 08.2023

Performance Manager

Rogers Communications
08.2005 - 06.2015

Architectural Technology -

Northern Alberta Institute of Technology

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GENEVIEVE WHITE