Winnipeg, Manitoba, Canada
Customer-focused and adaptable, with a proven ability to build trust, resolve issues thoughtfully, and deliver support that leaves a lasting positive impression.
Assisted customers with troubleshooting satellite signal issues, walking them through resets, equipment checks, and configuration steps, even in rural or remote areas where satellite service was more sensitive. Used tools like TechExpert and internal dashboards to check signal strength, connection quality, and backend system status to pinpoint and resolve problems as efficiently as possible. Helped customers set up and sync their set-top boxes, smart TVs, and online accounts, making sure their satellite plans and channel packages were active and properly linked. Coordinated with field technicians for more complex service calls, including dish realignments or hardware replacements, keeping customers updated and reassured throughout the process. Worked closely with other departments to sort out billing questions, package upgrades, and service plan changes, especially when satellite services were bundled with other Rogers products. Recorded detailed notes in Salesforce CRM to track every case, making it easy to follow up or provide context for other teams jumping in to help. Took pride in maintaining high customer satisfaction scores by staying patient, friendly, and clear, especially when guiding customers who weren’t tech-savvy or were feeling frustrated.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating a welcoming, positive experience. Promote the features, advantages and benefits of Shaw products and services to our customers while delivering an exceptional customer experience. Drives sales through the engagement of customers, suggestive selling, and sharing product knowledge. Cultivated customer loyalty, promoted repeat business and improved sales. Provided information regarding charge accounts and loyalty programs.
Supported a high volume of customer calls, often over 200 each week, helping with everything from billing questions and account updates to technical troubleshooting and service upgrades, all while maintaining a calm, helpful tone. Used tools like Salesforce CRM, CBS unified desktop, and Pipeline to keep track of customer details, update records, and follow through on requests efficiently. Collaborated closely with other teams to solve more complex issues, making sure customers received well-coordinated and timely support. Handled incoming queues and escalations using Cisco Jabber Contact Center and Cisco Finesse, keeping things moving smoothly even during peak periods. Walked customers through troubleshooting steps for internet, cable, or phone issues using TechExpert and ServiceNow, and escalated technical problems when needed to ensure fast resolutions. Helped users navigate digital tools like MyRogers and MyShaw, guiding them through payments, plan changes, and app features to encourage self-service confidence. Regularly met or exceeded service level targets by staying organized, focused, and committed to creating a positive customer experience. Provided real-time technical support for billing issues, calmly walking customers through solutions and resolving problems on the spot whenever possible. Kept thorough and accurate notes in the CRM system to make sure all customer interactions and outcomes were well documented.
Delivered personalized customer service across the sales floor, fitting room, and front end, always aiming to make each client feel valued and supported. Maintained and organized customer records to ensure smooth experience and better tailor recommendations based on client preferences. Helped customers select fabrics and finalized designs that met their expectations, ensuring satisfaction from consultation to finished product. Resolved the vast majority of customer inquiries about 96% on the spot, escalating only the more complex cases to the design consultant. Played a key role in launching a new women’s clothing line by bringing fresh design ideas and collaborating with the fashion designer, marketing, and production teams—leading to a boost in yearly sales. Partnered with the lead designer and creative teams to develop and produce fashion collections, ensuring consistency in quality and style across all product lines. Managed and mentored a team of five assistant designers, fostering a collaborative work culture and encouraging creativity and skill growth. Maintained a calm, professional presence during long shoots and handled challenging client interactions with patience and positivity.
Provided excellent customer service while on the selling floor, fitting room and front end. Maintained and organized databases of customer information to ensure personalized service. Ensured customer satisfaction through selected fabric designs and finished products. Resolved 96% of incoming customer requests and problems, referring only the most complex to a creative consultant. Identify innovative designs for a new line of women’s clothes and collaborate with the fashion designer, marketing team, and production team to launch the product, resulting in increased sales over the year.