Summary
Overview
Work History
Education
Skills
Languages
Timeline

Patricia Ball

Summary

Experienced account management professional with a proven track record of cultivating client relationships, increasing revenue, and managing complex accounts. Recognized for dedication to team synergy, flexibility, and achieving results. Proficient in strategic planning, client engagement, and problem-solving. Dependable and adaptable in meeting changing business needs.

Overview

19
19
years of professional experience

Work History

Account Manager

PDI BULK
09.2024 - 06.2025
  • Processed, scheduled and executed customer orders for established customers.
  • Liaised with dispatch to confirm bulk truck availability
  • attention to detail while inputting orders
  • Escalated issues to proper supervisors when standard processes were not effective.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.

ACCOUNT MANAGER, CUSTOMER LOYALTY

Rogers Communications Inc.
08.2013 - 02.2024
  • Company Overview: (Major telecom & media corp.)
  • Enhancing customer experience by building and nurturing positive relationships with them and by resolving their complaints and issues. Securing customer loyalty and assisting in business expansion across all major business areas of Rogers (phone, television, internet, and wireless communication) through the following actions:
  • COMMUNICATION, NEGOTIATION, AND SALES UPGRADE:
  • Demonstrating excellent multitasking ability and absolute diligence by successfully managing 20+ chat inquiries (with average duration of 20-30 minutes) and 10+ phone calls per day.
  • Evaluating customer needs through a consultative approach by building rapport with customers.
  • Upgrading existing subscriptions and performing new sales daily by thoughtfully suggesting new and better products, services, and deals to clients that best suit their needs and by making the customers accept those offers. On average, contributed to an increase of 30% in revenue growth over the last 8+ years.
  • DE-ESCALATION AND RESOLVING COMPLAINTS:
  • Resolving billing issues of irate customers with patience and composure by demonstrating excellent relationship management abilities.
  • Ensuring best-in-class customer service by addressing customers’ subscription-related problems and by offering useful solutions.
  • Proposing innovative solutions to prior unresolved issues with communication and collaboration.
  • PERSUASION AND CUSTOMER RETENTION:
  • Successfully retaining approximately 30% of customers per year over the last 8+ years by applying active listening skills and by demonstrating outstanding negotiation and persuasion abilities.
  • Assisting customers shifting residences by ensuring successful and smooth transition of services to their new location.
  • Addressing customer concerns satisfactorily and answering their general and complex queries related to relocation, billing, payment, and services thereby aiding in the retention of customers.

TRAINER & MENTOR, CUSTOMER EXPERIENCE LAB

Rogers Communications Inc.
10.2017 - 11.2019
  • Company Overview: (Major telecom & media corp.)
  • Selected as one of the chosen trainers and mentors for new hires as well as tenured employees through the corporate leadership development program amongst a significantly large pool of qualified applicants. Contributed to shaping the organization’s future by ensuring the competency of trainees in a one-on-one tutelage structure.
  • NEW HIRE TRAINING:
  • Successfully trained 10+ new hires in mostly one-on-one, and occasionally in small group settings over two years from several incoming batches of new hires by demonstrating in-depth knowledge of all services.
  • Educated new recruits on the usage of internal software and applications by an active hands-on approach.
  • Imparted key wisdom and knowledge to the trainees in the areas of de-escalation, customer care, and sales upgrades by implementing proper training plans and by coaching them on effective negotiation methods.
  • Tracked the learning progress of all trainees in an internal SharePoint platform and ensured their fulfilment of all key components for graduation from the training program.
  • CROSS TRAINING OF EXISTING EMPLOYEES:
  • Cross-trained several employees in newly launched services and products.
  • Facilitated employee learning for newly introduced technologies by ensuring the distribution of proper and adequate information.
  • Mentored junior-level employees for their overall improvement in all aspects of performance.

ACCOUNT MANAGER, ROGERS IPTV (PHASE I)

Rogers Communications Inc.
10.2016 - 05.2017
  • Company Overview: (Major telecom & media corp.)
  • Played a pivotal role in the experimental operations of Phase-1 of the newly launched Rogers IPTV platform in which senior directors and company executives functioned as the main customers instead of the general public.
  • PROCESS DEVELOPMENT AND POLICY IMPLEMENTATION:
  • Assisted in development of processes and application of procedures for this brand-new IPTV platform to evaluate its strengths and weaknesses before making it available to the public.
  • Implemented and assessed policies to deal with service inquiries, address quality-related issues, and to improve the overall appeal of IPTV keeping the potential need of future consumers in mind.
  • CROSS-FUNCTIONAL TEAM COLLABORATION:
  • Liaised with internal teams to develop customer-focused solutions for the technical and operational issues that emerged during this experimental launch of the IPTV project.

CUSTOMER SERVICE / CLIENT CARE REPRESENTATIVE

Rogers Communications Inc.
08.2013 - 10.2016
  • Company Overview: (Major telecom & media corp.)
  • Winner of the 2015 “Circle of Champions” award granted to the top 10 performers in customer service. Consistently received top ratings in customer satisfaction surveys.
  • Learned escalation, de-escalation, and handling of volatile customers quickly enough to be eligible to play a key role in the IPTV Phase-1 launch first, and later selected for the corporate leadership development program.

SENIOR CUSTOMER SERVICE REPRESENTATIVE

Accu-Link Call Centre’s Inc.
03.2008 - 08.2013
  • Company Overview: (Excavation-related assistance for utilities)
  • Accu-link provides damage prevention and emergency excavation-related assistance service through in-bound call centres operating nationwide. Homeowners, contractors, as well as provincial and city governments use this service by calling Accu-Link to locate underground utility lines before any planned or emergency excavation project.
  • ASSISTING PROVINCIAL GOVERNMENTS:
  • Received and processed high volume of emergency requests for excavations under tight deadlines from Ontario (ON1Call), Saskatchewan (SaskTel), British Columbia (BC1Call), and the maritime provinces.
  • Exercised judgment and critical thinking skills when notifying locators pre-excavation using mapping software.
  • ISSUING CLEARANCES FOR UTILITIES:
  • Issued prompt clearances for excavation on behalf of Bell Utilities based on the utility maps provided.
  • Applied discretion and adhered to protocols to guard sensitive information of nationwide utility companies.
  • TRAINING AND ADMINISTRATIVE ASSISTANCE:
  • Facilitated training for new agents and created schedules for existing employees to ensure efficiency.
  • Won the title of “Most Improved CSR” in 2011 for consistently demonstrating the ability to quick and efficient learning and its proper application.

PERSONAL SUPPORT WORKER

Multiple Employers
01.2006 - 01.2008
  • Company Overview: (Healthcare)
  • Provided personal care to developmentally delayed adults & children with autism, as well as clients with cerebral palsy, acquired brain injuries, quadriplegia, and paraplegia.
  • Applied non-violent crisis intervention skills and memory enhancement techniques on the patients as needed.
  • Maintained medical charts of patients with relevant updates for government’s future audits for fund-approval.

Education

Personal Support Worker Diploma -

New Skills Vocational School, Guelph, ON

Skills

  • Customer engagement

  • Client relationship management

  • Business communication skills

  • Negotiation skills

  • Mentoring and development

  • Cross-functional teamwork

  • Client relations

  • Issue resolution

Languages

English
Native or Bilingual

Timeline

Account Manager - PDI BULK
09.2024 - 06.2025
TRAINER & MENTOR, CUSTOMER EXPERIENCE LAB - Rogers Communications Inc.
10.2017 - 11.2019
ACCOUNT MANAGER, ROGERS IPTV (PHASE I) - Rogers Communications Inc.
10.2016 - 05.2017
ACCOUNT MANAGER, CUSTOMER LOYALTY - Rogers Communications Inc.
08.2013 - 02.2024
CUSTOMER SERVICE / CLIENT CARE REPRESENTATIVE - Rogers Communications Inc.
08.2013 - 10.2016
SENIOR CUSTOMER SERVICE REPRESENTATIVE - Accu-Link Call Centre’s Inc.
03.2008 - 08.2013
PERSONAL SUPPORT WORKER - Multiple Employers
01.2006 - 01.2008
New Skills Vocational School - Personal Support Worker Diploma,

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Patricia Ball