Canada
20+ years of experience in the Telecommunications industry spanning Channel Marketing, Retail Enablement, Agile Marketing, Inbound & Outbound Operations, and Customer Excellence. Proven track record of leading cross-functional teams, driving strategic programs, and delivering business growth through strong stakeholder management, operational excellence, and customer-focused initiatives. Recognized for excellent organizational, communication, and interpersonal skills, with the ability to influence diverse teams, manage expectations, and consistently exceed program objectives and financial targets. Currently working as a Channel enablement Marketing Manager at Rogers Communications, leading the launch and execution of new retail programs supporting all RCI brands, including Rogers, Fido, and chatr.
Responsible for a CRM outreach platform (Statflo) that drives significant sales volumes for the retail channel across all three brands- Rogers, Fido & chatr Aligning with cross-functional partners such as product, CRM, channel, content and legal to ensure campaign deliverables are met Working closely with the data & BI team to ensure accurate measurement on the performance of campaign activities
Ensured maximum productivity & profitability of Retail stores by overseeing all Sales activations, financial operations, like invoicing, inventory control and cash flow Responsible for developing and retaining a high-performing sales team in GTA that is passionate about the customers Ensured that the team shares the organization's vision to deliver a superior and consistent customer experience
Defined and executed the go-to-market strategy for 800 plus Branded & dealer locations across 6 zones Responsible for all marketing materials and tools for the Channel Sales department, including all marketing collateral, contact database management, and market research Drove the introduction of new products, product categories, and services within multiple channels and markets to maximize market share and customer acquisition
Managed Contact Centre operations for Inbound, Outbound & Technical skills support contact Centre with a team of 400 associates, 20 team leaders, 4 team managers and 2 operation managers. 15K plus calls per month with a service level of 94% Managed Vendors like Serco and Tech Mahindra to ensure all aspects of service center operations and internal/external customer are met as per the established standards & organizational goals Created and analyzed sales and service metrics and revised workforce management, training, or operations as needed to meet production and QA goals Developed and implemented service and sales strategies to maximize sales and retention levels
Led Customer Complaint Backend operations with a team of 5 direct reportees, ensuring First Time Resolution of the customer complaints, minimize customer churn and standard policy implementation across various channels Worked constantly towards automating processes and empowering channels, frontliners and customers Implemented processes and initiatives to enhance cross-enterprise integration and led business process improvement through the implementation of various best practices Developed and maintained the process & policy documentation used by frontline agents at Retail locations and Customer Care.