Scott Forrester
People Leader
Calgary
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
11
11
years of professional experience
Work History
Customer Care Manager
Shaw Communications Inc
03.2021 - 06.2023
- Managed 5 different teams (96 people reporting under me) responsible for resolving and reducing all customer escalations, mentoring and coaching our customer service agents to reduce their need for support, and managed Shaw's brand imagine via social media
- Delegated tasks to existing support team members and used cloud-based tools (ServiceNow, Salesforce) to help solve complex business issues
- Developed new employees and on-going performance assessment of current employees.
Customer Care Supervisor
Shaw Communications Inc
03.2020 - 03.2021
- Managed a team of 15 who were responsible for escalations received by senior leadership, Regulatory complaints, Better Business Bureau
- Organized daily workflow and assessed appropriate staffing to provide optimal service
- Worked proactively with business partners to evaluate customer pains and reason for common escalations
- This work resulted in a drop in senior level and government reported escalations by 75% (300>65 per month).
Business Project Advisor
Shaw Business
07.2019 - 03.2020
Real Time Support
Shaw Business
06.2017 - 06.2019
- Leveraged on-site observation and personal interviews to identify team and individual strengths
- Reviewed internal systems and organized training plans to address areas in need of improvement
- Assisted our Customer Support staff with all customer escalations via phone or email
- Assisted leadership team with hiring, performance management up to dismissal.
Customer Support
Shaw Business
05.2015 - 06.2017
Customer Service Specialist (Retail)
Shaw Communications Inc
04.2012 - 05.2015
Education
HR Management Diploma -
University of Calgary
Calgary, AB02.2026
High School Diploma -
SIAST - Regina
Regina, SK 04.2010 - 3 2011
High School Diploma - undefined
Thom Collegiate
Regina, SK 09.2002 - 6 2005
Skills
Training and mentoringundefined
Timeline
Customer Care Manager
Shaw Communications Inc
03.2021 - 06.2023
Customer Care Supervisor
Shaw Communications Inc
03.2020 - 03.2021
Business Project Advisor
Shaw Business
07.2019 - 03.2020
Real Time Support
Shaw Business
06.2017 - 06.2019
Customer Support
Shaw Business
05.2015 - 06.2017
Customer Service Specialist (Retail)
Shaw Communications Inc
04.2012 - 05.2015
High School Diploma -
SIAST - Regina
04.2010 - 3 2011
High School Diploma - undefined
Thom Collegiate
09.2002 - 6 2005
HR Management Diploma -
University of Calgary
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