Summary
Overview
Work History
Education
Skills
Timeline
GeneralManager
Rob Cramer

Rob Cramer

Customer Care Supervisor
Surrey,BC

Summary

Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.

Overview

12
12
years of professional experience
1
1
year of post-secondary education

Work History

Customer Care Supervisor

Shaw
Vancouver, BC
10.2018 - Current
  • Managed a Team of 15 - 30 members.
  • Coached Chat and Phone Interactions - 25-50 per month
  • Increased Team Efficiency - In one months time, coached team to decrease average conversation link from 55 minutes to 35 minutes while maintaining revenue targets.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity. This includes several reporting on Revenue, efficiency, customer satisfaction, escalations and support inquiries.
  • Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
  • Created customer support strategies to increase customer retention.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Trained New Employees as well as up-skilling existing employees.
  • Handled Live Customer escalations. Issues such as cost, service, technical and general customer complaints.
  • Conducted interviews for new hires as well as internal interviews for promotions.

Loyalty Care Representative

Shaw
Vancouver, BC
08.2016 - 10.2018
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates. In charge of customer call backs for escalations and follow-ups for the team.
  • Developed a Support Team to support the other advisors on the floor with knowledge gaps and confidence checks.
  • Responded proactively and positively to rapid change.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Cross-trained and provided backup support for organizational leadership.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained Customer Save Rate of above 80%. Target was 70%
  • Exceeded efficiency metrics such as call times.

Technical Service Representative

Shaw
Edmonton/Vancouver, AB/BC
09.2014 - 08.2016
  • Monitored call queues, call volumes and other performance metrics to detect and rectify weaknesses in response times and measures.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Followed diagnostic and remediation policies, applying prescribed support methods to assigned tickets.
  • Diagnosed severity of customer issues, escalating tickets to appropriate personnel for intervention.
  • Translated complex technical issues into digestible language for non-technical users.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.

Service Request Coordinator

IBM
Edmonton, AB
03.2010 - 09.2014
  • Re-defined the role. Created Training documents for this role.
  • Built relationships within the role to help optimize its output.
  • Conducted research, gathered information from multiple sources and presented results.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Used coordination and planning skills to achieve results according to schedule.
  • Resolved problems, improved operations and provided exceptional service.
  • Identified issues, analyzed information and provided solutions to problems.

Education

Bachelor of Arts - Network And System Administration

CDI College
Edmonton, AB
09.2003 - 06.2004

Skills

Analytical and Critical Thinkingundefined

Timeline

Customer Care Supervisor

Shaw
10.2018 - Current

Loyalty Care Representative

Shaw
08.2016 - 10.2018

Technical Service Representative

Shaw
09.2014 - 08.2016

Service Request Coordinator

IBM
03.2010 - 09.2014

Bachelor of Arts - Network And System Administration

CDI College
09.2003 - 06.2004

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Rob CramerCustomer Care Supervisor