Natasha Roy
Brampton
Summary
Dynamic leader with extensive experience in customer relationship management and team mentoring. Skilled in designing workflows and implementing process improvements that enhance service quality and operational efficiency. Results-driven Customer Service Manager with a focus on conflict resolution, performance metrics analysis, and process improvement. Proven ability to enhance team collaboration and drive customer satisfaction. Dedicated professional with strong skills in conflict resolution and training. Known for developing customer support strategies that significantly enhance service delivery and team performance. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Reputable customer service professional brings strong phone speaking skills paired with in-depth knowledge of CRM systems. Offers vast experience connecting customers with products and services. Punctual and responsible individual polished in navigating multiple computer systems and applications. Motivated professional focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee, and company objectives. Driven customer service supervisor offers several years of expertise in sales management and office administration. Polished in strategic planning and employee relations. Adaptable and versatile professional equipped with sound judgment and performance-based management approach. Seasoned Customer Service Manager with deep understanding of customer relations and service operations. Strong problem-solving, leadership, and communication skills honed through management roles in diverse business settings. Proven track record in developing effective strategies that improve customer satisfaction rates and foster loyalty. Succeeded in transforming customer service departments into efficient, success-driven teams contributing to company growth. Results-driven Customer Service Manager adept at maintaining high productivity and efficiency in task completion. Specialize in conflict resolution, team leadership, and customer satisfaction strategies. Excel in communication, problem-solving, and adaptability to meet and exceed customer service goals. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Diligent professional with many years of experience maintaining seamless business operations. Smoothly administers budgets, trains staff and monitors procedures to maximize efficiency and balance objectives with operational requirements. Exceptional skills in inventory management, loss prevention, and vendor negotiation. Experienced and proactive professional offering many years of progressive warehouse settings serving industry needs. Talented in overseeing cost control, loss prevention, and labor management initiatives to streamline and enhance operations. Decisive planner with good communication and problem-solving abilities. Veteran Program manager bringing many years of business operations experience. Adept at leading projects from development to delivery. Effective people manager and big-picture thinker. Strategic leader in management field known for high productivity and efficient task completion. Possess specialized skills in operational strategy, team leadership, and conflict resolution. Excel in communication, adaptability, and problem-solving to achieve organizational goals. Versatile manager with background in coordinating diverse teams and managing complex projects. Skilled in strategic planning, operational improvement, and fostering collaborative environments. Demonstrated ability to enhance efficiency and productivity while maintaining high standards of quality. Successfully implemented innovative solutions that resulted in positive organizational changes. Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
18
18
years of professional experience
Work History
Customer Service Manager (Canada)
Rogers Communications
09.2017 - Current
- Develop and implement customer support strategies to enhance service delivery and customer satisfaction.
- Lead cross-department collaboration initiatives to streamline processes and improve service efficiency.
- Train and mentor team members in conflict resolution techniques, enhancing team performance and morale.
- Conduct performance metrics analysis to identify areas for improvement, and implement effective solutions.
- Facilitate regular training sessions to enhance team skills in customer service best practices, and product knowledge.
- Manage escalated customer complaints, ensuring timely resolution, and maintaining positive customer relationships.
- Create and maintain a comprehensive customer feedback management system to drive service improvements.
- Implement process improvement initiatives, reducing response times, and increasing overall service quality.
- Enhance team productivity by establishing clear performance expectations, and providing ongoing support.
- Design workflows that improve communication between departments, leading to quicker issue resolution.
- Monitor customer interactions to ensure adherence to company standards, and improve service quality.
- Evaluate customer service processes, identify inefficiencies, and recommend actionable solutions.
- Support staff in resolving complex customer issues, fostering a culture of teamwork and collaboration.
- Establish positive rapport with customers, managers, and customer service team members to maintain a positive and successful work environment.
- Deliver fast, friendly, and knowledgeable service for routine questions and service complaints.
- Demonstrate excellent communication skills in resolving product and consumer complaints.
- Assist staff with resolving complex customer issues, and implementing targeted solutions.
- Provide exceptional customer service to ensure customer satisfaction.
- Create training materials focused on customer engagement techniques to improve frontline staff performance.
- Provide outstanding service to new and long-standing customers by attending closely to concerns, and developing solutions.
- Monitor staff performance to ensure adherence to customer service standards.
- Review customer feedback and complaints to identify areas for improvement in customer service processes.
- Develop and implement strategies for providing an excellent customer service experience.
- Serve as the point of contact between customers and internal teams regarding escalated issues requiring special attention.
- Evaluate employee job performance, and motivate staff to improve productivity.
- Set clear expectations, and help employees pursue optimal paths for achieving each target.
- Manage the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Lead team engagement to assist cross-functional departments, and achieve goals.
- Liaise with other departments, such as marketing, sales, and IT, to ensure the smooth functioning of all activities related to customer service operations.
- Develop policies and procedures related to customer service operations.
- Analyze call center data to identify trends in customer issues, and recommend solutions accordingly.
- Perform quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
Recruter
DRG INC.
01.2008 - 05.2015
- Conducted thorough market research to identify trends and opportunities in candidate sourcing.
- Managed applicant tracking system to streamline recruitment processes and improve data accuracy.
- Collaborated with hiring managers to define job requirements and develop effective job postings.
- Facilitated interview coordination to ensure timely scheduling and communication with candidates.
- Sourced candidates through multiple channels, including job boards, social media, and networking events.
- Enhanced onboarding support by developing training materials and resources for new hires.
- Developed recruitment metrics analysis to assess the effectiveness of sourcing strategies and candidate quality.
- Conducted reference checks and maintained candidate confidentiality throughout the recruitment process.
- Organized and participated in job fairs to promote company culture and attract top talent.
- Streamlined the candidate experience by providing timely updates and feedback during the hiring process.
- Assisted in creating a comprehensive recruitment strategy aligned with company goals and values.
- Engaged in stakeholder collaboration to ensure alignment between departmental needs and recruitment efforts.
- Trained junior recruiters on best practices in candidate sourcing and interview techniques.
- Prepared and presented recruitment reports to senior management to inform strategic decision-making.
- Reviewed resumes, conducted phone screens, and managed candidate pipelines.
- Sourced and screened potential candidates for open positions.
- Explained job duties, compensation and benefits to potential candidates.
- Reviewed employment applications, candidate backgrounds, skills, compensation needs and other qualifications.
- Collaborated with hiring managers to understand position requirements.
- Coordinated background checks on successful candidates prior to offer acceptance.
- Negotiated salaries and other employment terms with successful applicants.
- Provided ongoing support throughout the entire recruitment life cycle processes.
- Developed job descriptions and postings to attract qualified applicants.
- Maintained Applicant Tracking System records of all applicants.
- Developed recruitment strategies to achieve required staffing levels for assigned requisitions.
- Advertised and promoted open positions using social media and digital marketing procedures.
- Identified best practices for recruiting process improvement.
- Worked with senior leadership to develop comprehensive recruitment strategies for long-term implementation.
- Provided hiring status updates to HR and managers for comprehensive oversight.
- Assisted in onboarding of new hires by providing orientation materials and training sessions.
- Conducted in-depth interviews with top candidates to assess skills and fit.
- Trained and mentored newer recruiters in successful strategies for interviewing and qualifying candidates.
- Monitored applicant tracking system actions to support hiring deadlines and streamline candidate experiences.
- Managed candidate activity within Applicant Tracking System (ATS).
- Organized recruitment activities such as career fairs, campus visits.
- Created and maintained positive relationships with hiring managers and HR business partners.
- Built relationships with universities, colleges, alumni associations.
- Provided feedback to unsuccessful applicants on the status of their applications.
- Facilitated job application processes for qualified candidates.
- Ensured compliance with applicable laws and regulations regarding recruitment activities.
- Referred suitable candidates to relevant departments for additional assessment.
- Participated in industry networking events to build talent pipeline.
- Read, analyzed, and interpreted various internal and external documents and reports.
- Created reports on key recruitment metrics such as time-to-fill and cost-per-hire.
- Participated in local job fairs and recruitment events for prospective hiring.
- Conducted reference and background checks on prospective employees.
- Conducted initial phone screens and coordinated interview schedules with hiring managers.
- Managed employee referrals program including tracking progress and awarding incentives.
- Developed and maintained a network of contacts to help identify and source qualified candidates.
- Updated and maintained candidate records in the recruitment database.
- Developed and implemented innovative recruiting strategies to attract diverse talent.
- Acted as a brand ambassador, promoting the company's values and culture to potential candidates.
- Provided a positive candidate experience throughout the recruitment process.
- Managed full-cycle recruiting process, from sourcing candidates to extending offers.
- Fostered relationships with hiring managers to understand departmental hiring needs.
- Implemented diversity recruiting strategies to promote an inclusive workplace.
- Coordinated and attended career fairs and recruitment events to source candidates.
- Advised hiring managers on interview techniques and selection criteria.
- Tracked and analyzed recruitment metrics to identify areas for improvement.
- Utilized various sourcing methods including social media, job boards, and networking events.
- Sourced, qualified and conducted screening interviews with job candidates.
- Hired employees and processed hiring-related paperwork.
- Maintained candidate pipelines for high-volume roles, ensuring a constant flow of talent.
- Scheduled or conducted new employee orientations.
- Interviewed job applicants to obtain information on work history, education or job skills.
- Searched for qualified job candidates using computer databases, media advertisements or employee referrals.
- Selected qualified job applicants or referred to managers to make hiring recommendations.
- Developed or implemented recruiting strategies to meet current or anticipated staffing needs.
- Maintained current knowledge of equal employment opportunity and affirmative action guidelines and laws.
- Conducted exit interviews and completed employment termination paperwork.
- Maintained and updated organizational charts, employee handbooks or performance evaluation forms.
- Interpreted and explained human resources policies, procedures or regulations.
- Addressed harassment allegations, work complaints or other employee concerns.
- Analyzed employment-related data and prepared reports.
Education
Master of Arts - Fine Arts
LONDON COLLAGE OF ARTS
ENGLAND, UNITED KINGDOM03-1997
Bachelor of Arts - SOCIOLOGY
DELHI UNVERSITY
03-1993
Skills
- Customer relationship management
- Conflict resolution
- Process improvement
- Performance metrics analysis
- Training and mentoring
- Team collaboration
- Customer feedback management
- Communication skills
- Problem solving
- Staff evaluation
- Time management
- Escalation management
- Service quality enhancement
- Handling escalations
- Billing and filing
- Call monitoring
- Quality assurance controls
- Focused on customer satisfaction
- One call resolution
- Research
- Social media monitoring
- Employee scheduling
- Staff education and training
- Budgeting and reporting
- Account management
- Administrative support
- Problem-solving
- Schedule management
- Deadline oriented
- Verbal and written communication
- Service delivery optimization
- Sales promotion
- Workforce management
- Skilled trainer
- Product and service solutions
- Complaint resolution
- Call center management
- Information security
- Skilled multi-tasker
- Team building and leadership
- Quality assurance
- Customer service
- Workflow management
- Account resolution
- Negotiation expert
- Conflict management
- Call center operations
- Talent development
- Microsoft outlook, word, and Excel
- Process improvement specialist
- Cash handling
- Account authorizations
- Research and due diligence
- Exceptional interpersonal communication
- Staffing coordination
- Customer focused
- Excellent time management skills
- Policy enforcement
- Work prioritization
- Account updates
- Training and coaching
- Budgeting and finance
- Sales expertise
- Client relations and retention
- Staff management
- Regulatory compliance
- Decision-making
- Cross-functional collaboration
Languages
English
Full Professional
Timeline
Customer Service Manager (Canada)
Rogers Communications
09.2017 - Current
Recruter
DRG INC.
01.2008 - 05.2015
Master of Arts - Fine Arts
LONDON COLLAGE OF ARTS
Bachelor of Arts - SOCIOLOGY
DELHI UNVERSITY