Mark Venditello
Hamilton,On
Summary
Dynamic and results-oriented Customer Service Expert with 18 years of experience working with high-performing teams, consistently delivering exceptional customer service. Proven track record of driving operational excellence working with a continuous improvement mindset to optimize processes and innovative solutions resulting in enhanced customer satisfaction and retention. Passionate about the development of others demonstrated through skilled coaching and mentoring while fostering an inclusive and diverse culture.
Overview
15
15
years of professional experience
Work History
Premium Support Business Wireless/Wireline
Rogers Communication Inc.
01.2014 - Current
- Dedicated Consultant accountable for servicing over 1500 clients as a seasoned representative with a sales target of 30 units per month
- Accountable to sell all lines of wireless and cable products through building strong client partnerships solidified with personal attention, integrity and attention to detail
- Responsible for retaining existing clients by being available and providing White Glove Treatment to the 1500 customer base
- Accomplishments: Attained Top Sales on 11 of 12 months as a result of gaining the customers trust through suggestive sales
- Exceeding my targets by 25% on average month over month
- Recognized for hitting 100% for Customer Satisfaction Surveys as a result of my Connecting Emotionally with every customer interaction.
Business Customer Relations Wireless/Wireline
Rogers Communication Inc.
01.2013 - 01.2014
- Successfully managed customer support requests via telephone and email while focusing on First Call Resolution
- Frequently assists Team Managers by providing support to fellow colleagues by being available over Chat and In Person to answer operational questions
- Accomplishments: Successive promotions within Business Care exposed to Retention Departments for both Wireless and Wireline
- Promoted as a Dedicated Representative in the Premium Support Team.
Consumer Care Service Representative
Rogers Communication Inc.
01.2011 - 01.2013
- Recommended customized sales/service solutions (all product lines)
- Accomplishments: Numerous sales rewards and incentives for exceptional productivity
- Promoted to Business Care Service.
Technical Support Representative
Logitech Inc.
01.2009 - 01.2011
- Effectively handled inbound customer support requests via telephone, e-mail and online chat channels for customer concerns through systematically listening, collecting customer data, analysis and testing
- Accomplishments: Appointed as Team Leader monitoring employees at contact centre
- Acknowledged for adapting to a fast paced, dynamic environment with frequent product and firmware releases.
Education
Advanced Diploma, Business Resources Management -
Sheridan College
Oakville, ONThe Path Program Rogers -
06.2024
Rogers e-Learning courses -
06.2024
Skills
- Communication abilities
- Remote Support
- Mobile Device Management
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Microsoft Windows and Office
- Friendly and Patient
- Customer service expert
- Customer Needs Assessments
- Customer Accounts Management
- Team Support
- Access Management Software
Languages
English
Native or Bilingual
Awards
- Employee of the Year (2013-2014)
- Customer First Award (2013)
- Business Impact Award (2013)
- Rogers Diamond Award (2015-2024)
Volunteer Experience
Wilson Blanchard WB44 Board of Directors
Timeline
Premium Support Business Wireless/Wireline
Rogers Communication Inc.
01.2014 - Current
Business Customer Relations Wireless/Wireline
Rogers Communication Inc.
01.2013 - 01.2014
Consumer Care Service Representative
Rogers Communication Inc.
01.2011 - 01.2013
Technical Support Representative
Logitech Inc.
01.2009 - 01.2011
Advanced Diploma, Business Resources Management -
Sheridan College
The Path Program Rogers -
Rogers e-Learning courses -
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