Summary
Overview
Work History
Education
Skills
Languages
Writing, hiking and reading
Timeline
Generic

Tanya Becker

Calgary,AB

Summary

I am a results driven leader and contributor in the telecommunications industry. With over 25 years of experience in the industry, I have strong leadership skills, mentoring, coaching and managing people by developing KPI's to measure performance. I am recognized for creative solutions to complex challenges while collaboration with cross functional teams; operations, sales, and strategy planning. I am adaptive and results driving within a fast-paced ambiguous environments. I have excellent communications skills, with the ability to distill problems and ideas into easily digestible pieces.

Overview

29
29
years of professional experience

Work History

Large Business Billing - Manager

Rogers Communications
10.2022 - 04.2024
  • Reviewed billing problems, researched issues, and resolved concerns.
  • Conducted performance reviews and implemented improvement plans.
  • Analyzed business processes to identify cost savings and operational efficiencies.
  • Created a transparent work environment that fostered open communication between team members, promoting collaboration and problem-solving skills development.
  • Collaborated with cross-functional teams to resolve billing-related issues swiftly, minimizing negative impacts on overall operations.
  • Boosted team productivity through effective delegation of tasks, setting performance targets, and providing constructive feedback.

Large Business Billing Support

Shaw Communications Inc
01.2017 - 10.2022
  • Responded to customer concerns and questions on daily basis.
  • Generated monthly invoices for customers in multiple formats to provide transparency.
  • Identified, researched, and resolved billing variances to maintain system accuracy and currency.
  • Worked with multiple departments to check proper billing information.
  • Provided excellent customer service, developing and maintaining client relationships.
  • Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
  • Researched and resolved billing discrepancies to enable accurate billing.
  • Implemented process improvements for more efficient invoicing practices, reducing errors in the system.
  • Managed multiple billing projects simultaneously, prioritizing tasks effectively to ensure timely completion and delivery of accurate invoices.
  • Increased billing accuracy by reviewing and validating invoices before submission.
  • Streamlined billing processes for improved efficiency and faster invoice generation.

Enterprise Business, Project Coordinator

Shaw Communications Inc
08.2013 - 12.2017
  • Kept projects on schedule by managing deadlines and adjusting workflows.
  • Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
  • Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
  • Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
  • Improved client satisfaction with timely updates and transparent communication throughout the project lifecycle.
  • Responded to requests for information on materials to inquiring parties.
  • Developed comprehensive project plans, outlining scopes, timelines, deliverables, and milestones.

Inside Sales Coordinator

Waste Management Of Canada
06.2010 - 09.2012
  • Prepared and submitted reports to keep management informed of sales activities and progress.
  • Managed friendly and professional customer interactions.
  • Answered customers' questions regarding products, prices, and availability.
  • Handled complex client issues expertly by liaising between various internal departments such as finance or production teams when necessary.
  • Supported outside and inside sales representatives with daily tasks in an administrative role.
  • Provided accurate provisioning of sales requests, credits, debits, creating and amending contracts.

National Business Client Care Representative

Telus Communications
02.1998 - 04.2010
  • Developed and updated databases to handle customer data.
  • Promptly responded to inquiries and requests from prospective customers.
  • Responded proactively and positively to rapid change.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Maintained up-to-date knowledge of product and service changes.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Answered customer questions via telephone and email.

Small Business Care Representative

Telus Communications
06.1998 - 02.2008
  • Researched issues and took appropriate action to resolve issues within turnaround time requirements and quality standards.
  • Resolved billing issues promptly, leading to a higher level of customer satisfaction.

Residential Customer Service Representative

Telus Communications
03.1995 - 03.1997
  • Assisted in the implementation of new policies and procedures for improved efficiency in customer service tasks.
  • Handled complex customer complaints, working towards mutually beneficial resolutions while maintaining professionalism.
  • Provided exceptional support for billing and service-related questions, increasing customer retention rates.
  • Developed strong rapport with customers through active listening skills and empathetic problem-solving approaches.
  • Increased first-call resolution rates by effectively troubleshooting common service issues over the phone.
  • Implemented efficient time management skills to balance multiple responsibilities, ensuring all tasks were completed accurately and ontime.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Education

High School Diploma -

Lord Beaver Brook High School
Calgary, AB
06.1994

Skills

  • Training and mentoring
  • Staff Training and Development
  • Project Management
  • Staff Training
  • Process Improvements
  • Team Building Leadership
  • Staff Recruitment and Hiring
  • Attention to Detail
  • Critical Thinking
  • Decision-Making
  • Planning and coordination
  • Relationship building and management
  • Prioritizing and Planning
  • Goal Setting
  • Process Implementation
  • Quality Assurance
  • Internal Controls and Reporting Systems
  • Proficient in Outlook, Powerpoint, Excel

Languages

English
Full Professional

Writing, hiking and reading

Creative writing is my passion along with my new found love for hiking. Reading is a past time I enjoy to unwind and get lost in pages. 

Timeline

Large Business Billing - Manager

Rogers Communications
10.2022 - 04.2024

Large Business Billing Support

Shaw Communications Inc
01.2017 - 10.2022

Enterprise Business, Project Coordinator

Shaw Communications Inc
08.2013 - 12.2017

Inside Sales Coordinator

Waste Management Of Canada
06.2010 - 09.2012

Small Business Care Representative

Telus Communications
06.1998 - 02.2008

National Business Client Care Representative

Telus Communications
02.1998 - 04.2010

Residential Customer Service Representative

Telus Communications
03.1995 - 03.1997

High School Diploma -

Lord Beaver Brook High School

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Tanya Becker