Nicole Sawdon
Pickering
Summary
Proactive and goal-oriented individual with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
10
10
years of professional experience
Work History
Team Manager
Rogers Communications Inc
06.2019 - 02.2025
- Provided regular coaching/feedback on Chat Transcripts to help enhance specific metrics and improve the overall customer experience.
- Meet with each team member weekly to review previous customer interactions, agent metrics and create SMART goals to help drive results by month end.
- Boosted team's performance through targeted incentives for key priorities like Rogers Bank sales.
- Conducted weekly team meetings to provide team with updates within the organization.
- Provided assistance on active customer conversations by answering questions and taking customer escalations during critical selling season.
- Participated in weekly meetings with Senior Manager to evaluate team performance, priority areas and strategies for driving outcomes.
Customer Solution Specialist
Rogers Communications Inc
02.2015 - 06.2019
- Handled a high volume of inbound calls and chats, maintaining professionalism and efficiency under pressure.
- Top sales performer, consistently able to exceed monthly revenue targets by highlighting the value of Rogers products and services.
- Resolved customer complaints efficiently and professionally to restore customer confidence in Rogers
Education
Broadcasting - Television
Seneca College of Applied Arts And Technology
North York, None04.2013
Skills
- Customer relationship management
- Multitasking
- Problem Solving
- MS office
- Sales Force
Languages
English
Full Professional
Timeline
Team Manager
Rogers Communications Inc
06.2019 - 02.2025
Customer Solution Specialist
Rogers Communications Inc
02.2015 - 06.2019
Broadcasting - Television
Seneca College of Applied Arts And Technology
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