Rachel Evans
Scarborough,Ontario
Summary
Dynamic, service-oriented Team Manager with 12+ years of combined experience in customer engagement and cultivating employee development. Leverages strong leadership and communication skills to set a standard for premier customer service in a fast-paced and performance-driven environment. Demonstrates a commitment to excellence by applying best practice, empowering a platform for successful interactions both internally and externally.
Overview
13
13
years of professional experience
Work History
Team Manager
Rogers Communications
08.2018 - Current
- Manage a team of 18 personnel by assigning tasks and coordinating resources to ensure the completion of routine obligations and facilitate a premier customer service program
- Drive continuous process improvement by analyzing performance metrics and customer feedback, providing impactful recommendations and initiatives that address organizational challenges
- Lead professional development by coaching and mentoring staff on both individual and group levels, directing tailored feedback to motivate and improve performance metrics by an average of 20%
- Foster a productive and positive work environment by collaboration cross-functionally with teams to coordinate resources and workflows effectively, balancing efforts and increasing efficiency by 25%
- Handle customer service escalations through by proactively and intentionally finding common ground with customers, providing solutions with subject-matter expertise to increase customer satisfaction by
Customer Relations Specialist
Rogers Communications
05.2011 - 08.2018
- Delivered exceptional service through effective communication and engagement strategies, identifying needs and providing solutions to an average of 30 customers a day
- Created positive experiences for customers through first-call resolutions, improving customer satisfaction metrics by 15% and retention by 70%
- Enhanced rendered service through familiarization with provided toolkits and internal knowledge sharing, supporting solutions in a timely manner to meet and exceed performance metrics
- Participated in the Leadership Development Program by guiding and mentoring consultants on various projects, dynamically filling a leadership role to help build robust teams capable of delivering the highest quality service the first time, every time
- Core Competencies
- Leadership, Training, Communication, Customer Service, Process Improvement, Administration, Adaptability
- Problem-Solving, Data Analysis, Professional Development
Education
High School -
Skills
- Technical Skills
- Microsoft Office Suite, Oracle HCM
- Morale Improvements
- Behavior Identification
- Administration and Reporting
- Escalation Management
- Managing Operations and Efficiency
- Negotiation and Conflict Resolution
- Employee Performance Reviews
- Employee Engagement
- Team-Building Exercises
- Customer Care
- Key Performance Indicators (KPIs)
- Corrective Actions
- Performance Improvement
- Employee Coaching and Mentoring
- Constructive Feedback
- Team Coaching
- Scheduling and Coordinating
- KPI Tracking
- Employee Motivation
- Report Preparation
- Customer Feedback
- Call Center Software
- Quality Control
Certification
- First Aid/CPR Certified
- LEAD Coaching Certified
- HERO Coaching Cetified
Timeline
Team Manager - Rogers Communications
08.2018 - Current
Customer Relations Specialist - Rogers Communications
05.2011 - 08.2018
Bryan Adams High School - High School,
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