Goal-oriented and engaging Team Manager dedicated to meeting team performance objectives. Offering 10 years of extensive leadership experience in the Telecommunications Industry. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb leadership skills combined with the overall development of people. Proven highly successful leading in a remote environment. Recently transitioned from Canada back to Ohio and seeking new opportunities.
Hi, I’m
Susan Steele
Team Manager
Mansfield,OH
Summary
Overview
3
Business Excellence Awards
1
LEAD Coaching Certification
1
Reconciliation Certification
1
1 HERO Coaching Program Certification
20
Years of Professional Experience
2
years of post-secondary education
1
Cybersecurity Foundations Certification
1
Becoming an Ally to All Certification
Work History
Rogers Communications PartnershipToronto, Canada
Team Manager
02.2014 - 03.2024
Job overview
- Effectively led 15-20 employees with clear communication, coaching, training, and development. Established and maintained performance, quality and service standards for professional customer care. Set clear performance priorities, maintained schedules and monitored performance. Facilitated regular team meetings for alignment of goals and efforts required. Identified areas for improvement. Administered progress reports and set clear and measurable goals. Leveraged data and analytics to make informed decisions and drive business improvements. Created and delivered clear action plans with follow-up expectations well outlined. Identified and communicated customer needs to back end and quality teams to drive improvement in our processes and procedures.
- Overhauled the leadership development program, the CoPilot program, and the Return to Work program to promote positive growth and engagement. Recruited, interviewed, and trained high-performing team members to lead and mentor while increasing development and overall potential. Coordinated team collaboration to share ideas and build best practices. Implemented training programs to maximize team member development and potential.
- During critical selling periods, assisted with handling 5+ customer chat escalations daily along with providing team support using trained expertise, customer service skills and analytical thinking to resolve customer concerns and promote loyalty.
Rogers Communications
Customer Escalations Consultant
01.2012 - 02.2014
Job overview
- Resolved escalated phone calls by applying conflict resolutions skills, negotiation, and extensive knowledge of the products, services, benefits, and policies. Investigated and resolved concerns in a timely manner. Developed and maintained strong customer relationships by providing exceptional service and advice. Offered informed suggestions to provide customers with the best value. Collaborated with internal teams to escalate urgent matters to maintain confidence and loyalty.
- Met or exceeded monthly KPIs by maintaining strong knowledge of the multiple products and systems while building upon my communication skills to effectively present to customers with confidence. Met with leadership team weekly to understand goals and gain additional feedback.
Rogers Communications Partnership
Customer Service and Relations
01.2009 - 01.2012
Job overview
- Assisted 10+ customers daily with professionalism. Clarified customer needs and determined root cause of problems by effectively communicating, researching, analyzing, and utilizing resources. Maintained customer satisfaction with forward-thinking strategies focused on resolution and building value. Evaluated account and service histories to identify trends, using data to mitigate future issues. Used soft skills, negotiation, and strategic thinking to retain customers and build brand loyalty. Completed account changes and updated information where required to maintain customer records.
- Built revenue growth using effective sales strategies, product knowledge, communication, solution funnel, etc. Processed sale orders and necessary transactions promptly to increase customer satisfaction, and reduce wait time. Improved sales abilities and product knowledge through dedicated research on a continuous basis to provide top notch service and meet KPIs.
- Actively participated in team meetings and training sessions to stay informed about product updates and changes.
Homeworks Landscaping
Office Administrator
05.2004 - 01.2009
Job overview
- Assisted customers by phone or email. Maintained office filing systems. Managed and properly accounted for petty cash issued to facilitate general office activities. Completed written communications where required. Edited documents to improve accuracy of language, flow, and readability. Completed financial transactions, new customer onboarding, recordkeeping, and other administrative functions. Assisted in preparation and processing of payroll to facilitate prompt staff payments.
- Recruited, interviewed and hired employees. Created employee schedules and managed absenteeism. Trained employees in equipment maintenance and encouraged participation in exercises focused on developing key skills. Oversaw maintenance of office facilities and equipment by collaborating with and inspecting work of repair contractors. Established performance goals for employees and provided weekly feedback. Tracked office supplies and restocked low items to keep team members on-task and productive.
Education
Humber CollegeToronto, Ontario
Associates Degree from Business Marketing
06.2001 - 05.2003
University Overview
- Extracurricular Activities: Humber Student Faculty Chairperson
Skills
- Recruitment & Training Support
- Coaching and Mentoring
- Strategic Thinking
- Project Management
- Customer Service
- Sales Activities & Strategies
- Verbal and Written Communication
- Behavioral analysis
- Analyze and Identify trends
- Operational Efficiency
- Administrative Support
- Process Improvement Initiatives
- Cybersecurity
- Quality Standards
- Performance Management
- Professional Relationships
- Team Management Understanding
- Information Confidentiality
- Train Employees
- Human Resource Management
Accomplishments
Accomplishments
- Successfully managed team of 15+ employees towards our organizational goals as well as guiding in their overall development as a mentor.
- Achieved 3 Business Impact Awards for making significant contributions to the team and the business.
- Leadership Development Program Prime responsible for the the recruitment and development of the future leaders of the company. Overhauled the Leadership development Program, new practices are now in place across Canada.
- Return to Work Prime responsible for easing agents back to work by creating tailored learning programs while meeting specific needs.
- Subject Matter Expert Prime (Training Team) responsible for arranging experts for training classes, managing schedules, problem solving, strategic solutions, coaching and development, and measuring overall success of support and growth.
- Achievement of various customer retention incentives.
- Met or exceeded all scorecard targets consistently each year.
Certification
Hero Coaching Program Certified.
LEAD Coaching Program Certified.
Reconciliation Education Certification.
Cybersecurity Foundations - Project Management Institute
Minitab - Project Management Institute
Becoming an Ally to All - Project Management Institute
Quote
"Do one thing every day that scares you"
Timeline
Team Manager
Rogers Communications Partnership
02.2014 - 03.2024
Customer Escalations Consultant
Rogers Communications
01.2012 - 02.2014
Customer Service and Relations
Rogers Communications Partnership
01.2009 - 01.2012
Office Administrator
Homeworks Landscaping
05.2004 - 01.2009
Humber College
Associates Degree from Business Marketing
06.2001 - 05.2003
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