• Successfully and consistently handle from 10 to 20 onboarding portfolios simultaneously with a total contract value of over 25 million• Connect with every customer emotionally, understand their environment and needs, and validate the value of the services being implemented• Actively and passionately elevate the culture, processes and customer experience by applying the I AM Service behaviors, and recognizing that great service begins with me• Promote an environment of high customer intimacy, sensitivity to business performance, and a high degree of situational awareness for all accounts• Collaborate with Pricing Implementation team in weekly meetings to address and resolve custom billing issues• Skilled at maximizing Excel to analyze and review customer invoices to minimize errors and billing impact• Act as a subject matter expert for new Project Implementations that may impact the Customer Onboarding Team• Communicate and coordinate with cross-functional teams, including third party partners, to ensure business needs are being met through onboarding activities• Maintain deep expertise of Rogers’ products, services, pricing, and best practices to advocate for, and provide their value to customers• Proactively identify potential impacts to the customer or the business, devise contingency plans, and own and resolve any challenges or road blocks• Trusted in charge lead for my managers

• Responsible for on-site deployment for the Quebec government contract and Canadian Broadcasting Corporation• Gather, refine and deliver business requirements for each customer deployment• Act a subject matter expert in troubleshooting and explain devices on-site for over 70 different sites• Filled and reconciled deployment excel track sheets for project manager• Placed orders in the system on customer behalf• Total Contract valued at over 15 million

• Supported high volume queue for commercial clients• Took accountability to solve issues from beginning to end and proposing appropriate solutions

• Provided customer service on the phone and via email to 45 major accounts• Identified gaps through regular account audits• Attended On-site client meetings with sales when required• Assisted sales in renewing existing customer contract and account migrations

• Provided top notch quality customer service for the consumer segment