Tannis Purchase
Kitchener,ON
Summary
Dynamic Team Leader at Rogers Communications Inc. with a proven track record in employee coaching and data analysis. Successfully enhanced customer satisfaction metrics through performance evaluations and innovative team strategies. Committed to fostering an inclusive culture while driving revenue growth and engagement among team members.
Overview
20
20
years of professional experience
Work History
Team Leader Manager
Rogers Communications Inc
Kitchener, Ontario
06.2005 - 02.2025
- Coached and mentored a team of 15-20 Loyalty specialists, promoting professional development.
- Conducted evaluations of call performance to enhance customer satisfaction metrics.
- Analyzed team performance data to identify areas for improvement and implement corrective actions.
- Evaluated employee performance, issuing commendations or corrective actions based on outcomes.
- Encouraged team members to surpass established benchmarks.
- Facilitated weekly team meetings to foster collaboration and share vital business objectives.
- Collaborated with senior management and HR to devise solutions for employee relations concerns.
- Fostered an inclusive team culture, promoting diversity and encouraging innovative ideas.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Managed the recruitment, onboarding, and training of new team members, ensuring a quick adaptation to company standards.
Education
Some College (No Degree) - Tourism And Travel Management
Ontario Business College
Kitchener, ON06-1990
Skills
- Team building
- Employee coaching and mentoring
- Data analysis
- Performance coaching
- Revenue growth
- Performance evaluation
- Teamwork and collaboration
- Employee engagement
- Customer focus
- Work Planning and Prioritization
- Meeting facilitation
- Conflict resolution
Timeline
Team Leader Manager
Rogers Communications Inc
06.2005 - 02.2025
Some College (No Degree) - Tourism And Travel Management
Ontario Business College