Summary
Overview
Work History
Education
Languages
Timeline
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Rosemary Shaheed

Scarborough,ON

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

16
16
years of professional experience
2
2
years of post-secondary education

Work History

Escalations Specialist, Compliance

Telus Mobility
01.2023 - 05.2024
  • Maintained compliance with company policies and regulatory requirements through careful monitoring of escalations processes.
  • Resolved complex customer complaints by thoroughly investigating issues and implementing effective solutions.
  • Provided coaching and guidance to team members on handling difficult customer situations, leading to increased resolution rates.
  • Played an integral role in updating procedures and guidelines related to handling escalations, resulting in clearer expectations for team members and improved overall performance.
  • Collaborated with cross-functional teams to address systemic issues and develop process improvements for escalation management.
  • Served as a key point of contact between customers, internal departments, and external partners during escalations processes.
  • Led efforts to ensure proper follow-up actions were taken after resolving escalated cases, safeguarding against future recurrences of similar issues.
  • Managed high-priority escalations effectively, resulting in reduced time-to-resolution and improved customer experience.

Escalations Management Team

Telus Mobility
01.2016 - 01.2022
  • Optimized resource allocation by monitoring project progress against key milestones and reallocating resources as needed to meet deadlines.
  • Championed diversity and inclusion initiatives within the workplace, promoting a more inclusive workforce culture.
  • Streamlined project workflows for increased efficiency and improved project completion rates.
  • Reduced employee turnover by fostering a supportive work environment that encouraged open communication and collaboration among team members.

Customer Loyalty Representative

Telus Mobility
01.2011 - 01.2015
  • Identified opportunities for upselling relevant products or services, increasing sales revenue.
  • Conducted thorough research into account history when resolving complex issues, ensuring a comprehensive solution was provided.
  • Maintained detailed records of customer interactions, capturing valuable data used for future reference.
  • Processed customer transactions efficiently, ensuring accuracy and maintaining company standards.

Client Care Representative

Telus Mobility
02.2008 - 01.2010
  • Enhanced customer satisfaction by addressing and resolving concerns in a timely manner.
  • Trained new team members on company policies, procedures, and best practices for delivering top-notch client care.
  • Maintained accurate records of all client interactions, ensuring seamless communication across departments.
  • Adapted quickly to changing circumstances or updated processes while remaining focused on providing excellent service.

Education

Centennial College of Applied Arts And Technology
Scarborough, ON
09.1998 - 05.2000

Languages

English
Professional Working

Timeline

Escalations Specialist, Compliance

Telus Mobility
01.2023 - 05.2024

Escalations Management Team

Telus Mobility
01.2016 - 01.2022

Customer Loyalty Representative

Telus Mobility
01.2011 - 01.2015

Client Care Representative

Telus Mobility
02.2008 - 01.2010

Centennial College of Applied Arts And Technology
09.1998 - 05.2000

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Rosemary Shaheed