SHAUN EMERY
Victoria,BC
Summary
Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 16 years of extensive leadership experience in telecommunications. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Team Manager
Rogers Communications
04.2023 - 02.2024
- Lead a high volume, customer facing eCare team (30 direct reports)
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
Supervisor, Customer Account Specialists - eCare
Shaw Communications
01.2021 - 04.2023
- Lead a high volume, customer facing eCare team (22 direct reports)
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
Customer Success Supervisor
Shaw Communications
11.2018 - 12.2020
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Conducted ongoing training sessions for collections staff, ensuring they remained up-to-date on industry best practices and relevant regulations.
- Collaborated with other departments to resolve account discrepancies and improve overall cash flow management.
Supervisor - Base Management and Retention
Shaw Communications
06.2008 - 11.2018
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
Manager - Healthy Living
Planet Organic Markets
06.2003 - 03.2007
- Created and led a sales team, having a direct and immediate impact on margins
- Duties included customer service, hiring and training, shipping and receiving, creating sales targets, negotiating with sales reps, approving new products, eliminating slow inventory, and day-to-day operations.
Advisor
Sun Life
03.2007 - 10.2007
- Commissioned employee, responsible for obtaining and retaining clients, preparing illustrations, selling and following up on application status, servicing existing clients, attending personal training sessions, and networking.
Skills
- Customer Focus
- Motivational Abilities
- Employee Scheduling
- Influencing skills
- Performance Coaching
Websites
Certification
- Licensed Karate Teacher - since 1999
Martial Arts
Over three decades of teaching, learning and exploring martial arts with a focus on karate
Timeline
Team Manager
Rogers Communications
04.2023 - 02.2024
Supervisor, Customer Account Specialists - eCare
Shaw Communications
01.2021 - 04.2023
Customer Success Supervisor
Shaw Communications
11.2018 - 12.2020
Supervisor - Base Management and Retention
Shaw Communications
06.2008 - 11.2018
Advisor
Sun Life
03.2007 - 10.2007
Manager - Healthy Living
Planet Organic Markets
06.2003 - 03.2007
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