Suzanne Doughty Email and Phone Number
Hi, I’m Suzanne 👋As a Senior Leader with over 10 years of experience, I specialize in driving customer loyalty, operational excellence, and team growth in high-performing environments. I’m passionate about using data-driven strategies to optimize customer experiences and streamline processes, helping businesses reduce churn, increase engagement, and achieve sustained growth.What sets me apart is my commitment to fostering cultures where teams feel empowered, valued, and inspired to deliver their best work. I’m a hands-on leader who thrives on solving complex challenges, whether it’s building successful customer retention programs or leading teams through transformation. With a proven track record of success, I’m excited to connect with others who share my passion for delivering exceptional results and creating positive, inclusive workplaces where both employees and customers can thrive.
Forge Technical Solutions
View- Website:
- forgetechnicalsolutions.ca
- Employees:
- 12
-
Director Of People And OperationsForge Technical SolutionsVictoria, Bc, Ca -
Senior Operational Manager: Customer Care (Consumer)Shaw Communications Mar 2020 - Jul 2023Motivated & led a Leadership team (~Upwards of 12 Direct Reports, 180 In-Direct Reports) responsible for handling incoming chat conversations (through the LiveEngage Platform) related to all life cycle stages a customer was in (billing, product, and retention conversations). Biggest focus in this role was improving our efficiency in the LiveEngage Platform (new tool) and, increase profitability while providing exceptional internal and external customer experiences. Swiftly moved all employees to a remote workforce (COVID) and ensuring a positive employee experience throughout was a priority. -
Operational Manager: Loyalty & Retentions (Consumer)Shaw Communications May 2018 - Mar 2020Victoria, British Columbia, CanadaMotivated & led a Leadership team (~Upwards of 8 Direct Reports, 120 In-Direct Reports) responsible for handling incoming calls (through Cisco Finese) where the sole focus was to retain that customers loyalty & business. The biggest focus in this role was to reduce churn, while providing world class customer service. -
Supervisor: Regional Sales (Business)Shaw Communications Aug 2017 - Jun 2018Victoria, British Columbia, CanadaMotivated & led a Sales Team of 15 advisors that were responsible for handling incoming calls/emails to generate Sales opportunities to hit Sales targets. Biggest focus in this role was to increase revenue, sale funnel activity, and referrals while right sizing Businesses. -
Supervisor: Loyalty Care (Consumer)Shaw Communications May 2016 - Aug 2017Victoria, British Columbia, CanadaMotivated & lead a team of 20 advisors that were responsible for handling incoming calls/emails to retain customers business and loyalty. Biggest focus in this role was to decrease our disconnection rates and increase customer loyalty while providing exceptional customer experiences. -
Human Resource Recruiter (Consumer & Business)Shaw Communications Jun 2015 - May 2016Victoria, British Columbia, CanadaResponsible for Screening/Interviewing and Hiring for multiple different disciplines across multiple different regions. Biggest focus in this role was to close the Time to Fill Rate (hire quality applicants quicker) and increase the Tenure of our Employees. -
Internal Customer Support (Consumer)Shaw Communications Nov 2013 - Jun 2015Victoria, British Columbia, Canada -
Customer Service Representative (Consumer)Shaw Communications Nov 2011 - Nov 2013Victoria, British Columbia, Canada
Frequently Asked Questions about Suzanne Doughty
What company does Suzanne Doughty work for?
Suzanne Doughty works for Forge Technical Solutions
What is Suzanne Doughty's role at the current company?
Suzanne Doughty's current role is Director of People and Operations.
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