Raphael Rambaj Email & Phone Number

Brampton, ON, CA

Ontario, Canada

• Manage end-to-end strategic communication programs for all Marketplace communications through emails, Salesforce CMS, Seller Center platform, newsletter, website, video, and YouTube and social media posts.
• Develop comprehensive communication plans considering the unique use of each communication channel.
• Create various graphic assets to accompany written communications while adhering to brand guidelines.
• Ensure up-to-date and accurate information on multiple knowledge management and sales portals to maintain a consistent version of the truth.
• Proactively monitor content throughout its lifecycle, leveraging feedback, surveys, discussion threads, focus groups, and policy guideline reviews for clarity and accuracy.
• Establish strong relationships with various channels, cross-functional stakeholders, product and pricing teams, and vendor partners to align communications, content, and methods for diverse audiences.

Brampton, Ontario

• Collaborated on the planning, development and execution of strategic communications initiatives for Rogers business, products and solutions programs as part of an integrated content strategy across digital and.
• Researched, wrote, edited and coordinated the approvals, translation and distribution of materials including playbook decks, news alerts, top stories, offer pages and other materials for internal and external audiences.
• Managed ongoing proactive and reactive communication engagement for Rogers during high-visibility moments including building milestone events, Black Friday, Boxing Week, quarterly launches, Rogers Bank and other.
• Provided strategic counsel to key stakeholders and leadership on projects, programs or on an ad-hoc basis, by reviewing and editing communications approaches and outputs to ensure consistent messaging.
• Coordinated the management of internal communications templates and evaluated, measured and improved communications effectiveness by making recommendations and executing strategies to evolve digital communications.

Brampton, Canada Area

• Managed a team of 20+ Care service agents to deliver best in class service and sales results.
• Performance Management – Performed various people management responsibilities such as yearly review discussions, coaching, attendance management and disciplinary discussions.
• Proven success in training, leading people and managing metrics, resulting in my team’s achievement of successfully meeting and exceeding all Key Performance Indicators (KPIs) consistently while under my leadership.
• Built strong relationships, fostered teamwork, encouraged growth and development, resulting in the career advancement of many direct reports.
• Coached and motivated my team to meet and exceed their Net Promoter Scores (NPS) on a consistent basis.
• Developed and coached customer service associates, specifically around call management, first-time-right quality and value-based selling.

Brampton, Canada Area

• Effectively managed multiple issues simultaneously while meeting expected deadlines.
• Provided first-time-right resolution including, billing, sales, other services related requirements for customers.
• Educated customers on new products and services and provided right size opportunities to enhance brand loyalty.
• Established a strong partnership with our business and residential customers and acted as the customer’s advocate during sales and service calls, ensuring a high degree of customer satisfaction through a strong verbal.
• Ensured that all customer interactions were thoroughly documented within the CRM system.
• Took accountability to effectively solve issues from beginning to end.