Summary
Overview
Work History
Education
Skills
Timeline
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Kim Same

Kim Same

Guelph,ON

Summary

Forward-thinking Manager with comprehensive experience implementing new processes and managing and planning innovations. Bringing outstanding problem-solving and abilities paired with in-depth knowledge of policies and procedures. Polished in evaluating employee performance and overseeing key projects. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.

Overview

14
14
years of professional experience

Work History

Manager

Rogers Communications
03.2022 - Current
  • Recruited and hired qualified candidates to fill open positions.
  • Assigned tasks to associates to fit skill levels and maximize team performance.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Accomplished financial objectives by forecasting requirements, scheduling expenditures and preparing annual budgets.
  • Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
  • Led team meetings and one-on-one coaching sessions to continuously improve performance.
  • Exercised good judgment and decision-making in escalating concerns and resolving issues.
  • Trained employees on additional job positions to maintain coverage of roles.
  • Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and timely.

Senior Business Process Analyst

Rogers Communications
03.2017 - 12.2022
  • Liaised with staff managers to collaboratively design process change implementation plans.
  • Developed complex dashboard and reporting tools to track business performance metrics.
  • Implemented business intelligence solutions to increase operational efficiency.
  • Collaborated with stakeholders to identify business needs and data sources.
  • Created dashboards to monitor and track key performance indicators.
  • Analyzed data to identify root causes of problems and recommend corrective actions.
  • Conducted root cause analyses to identify areas of opportunity for significant process enhancements.


Case Manager Specialist

Rogers Communications
11.2010 - 03.2017
  • Assisted with the development of best-in-class solutions for internal and external customers.
  • Coordinated implementation of new technological tools to improve data gathering and trend tracking.
  • Created and executed successful strategies to facilitate collaboration between stakeholders.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Answered incoming calls and provided the highest level of professionalism and knowledgeable service to every customer.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Audited customer account information to identify issues and develop solutions.
  • Offered resolutions to de-escalate calls and solve customer issues.
  • Made reasonable procedure exceptions to accommodate unusual customer requests.
  • Coordinated with various company teams to offer and implement successful solutions to customer problems.

Education

BBA - Business Administration

Conestoga College Institute of Technology And Advanced Learning
Kitchener, ON

Skills

  • Sales Techniques
  • Project Management
  • Staff Development
  • Documentation and Reporting
  • Team Leadership
  • Teamwork and Collaboration
  • Problem Resolution
  • Complex Problem Solving
  • Verbal and Written Communication
  • Issue and Conflict Resolution
  • Computer Skills
  • Customer Relationship Management
  • MS Office
  • Interpersonal Relations
  • Cross-Functional Teamwork
  • Policy Implementation

Timeline

Manager

Rogers Communications
03.2022 - Current

Senior Business Process Analyst

Rogers Communications
03.2017 - 12.2022

Case Manager Specialist

Rogers Communications
11.2010 - 03.2017

BBA - Business Administration

Conestoga College Institute of Technology And Advanced Learning

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Kim Same