Customer Service Manager

George M Rocha

** ***** ***** ********, ** L*V *W5 H: 905-***-**** C: 647-***-****

E-mail: ******.*****@*********.**

PROFILE

An accomplished multi-facetted Senior Manager with over 10 years’ experience in operational risk, business continuity and crisis management. Expertise in developing high value partnerships between stakeholder groups to achieve organizational objectives within a complex national environment. A proven track record of tangible, strategic results accompanied by continuous improvement via Six Sigma, project management and business analysis proficiency.

Highlights of Key Accomplishments

Developed and managed enterprise wide Business Continuity and Emergency Management (BCM) programs

Managed the event and the business recovery with multiple business partners (internal and external) during the following critical events: 2013 Alberta floods, 2013 Ice Storm, 2010 G8/G20 summits, and 2009 H1N1 resulting in minimized financial losses, developed key components for awareness and coordinated response

Numerous customer commendations for creating memorable and impactful customer experiences, solidifying business relationships

PROFESSIONAL EXPERIENCE

Rogers – Brampton, ON (2015 – present) rogers.com

Business Service Consultant

Connect and build rapport with a variety of customers by actively listening to our customers, asking the right questions and offering solutions (products and services) which cater to customer needs; Employ a needs-based sales approach and provide service solutions delivering reliable solutions to our customers with a sense of urgency and sound judgment

Proactively identify business development opportunities; known for impeccable customer service and expert level of product and industry knowledge

Accomplishments

Member of the NPS (Net promoter Score)75 club

Numerous commendations from clients for exceptional service

Soiree 2016 - VIP guest for customer service recognition

CIBC – Toronto, ON (2004 – 2014) cibc.com

Senior Manager – Business Continuity/Operational Risk Management/Strategic Programs/Emergency Preparedness

Developed and managed a robust Business Continuity/Incident Management/Disaster Recovery processes (based on ISO 22301 and Canadian Standards Association Z1600 programs) that included accountabilities, contact information and tools used to ensure prompt and effective incident management/business continuity/disaster recovery

Administered and facilitated linkages between Business and Technology, Business Solutioning and coordinated internal and external communications by developing both collaborative relationships and communication materials that address the problem, impact and temporary solutions (as needed)

Directed Incident Management mitigation, and post incident reviews and implementation of learnings by identifying and focusing on key issues and findings including communicating viable solutions

Advised and provided consultative support to address non-routine, potentially high impact/risk incidents that focused on business needs of the impacted market, department or line of business

Applied a comprehensive, conceptual and practical understanding of Operations from problem identification to measuring the effectiveness of implemented solutions.

Provided guidance, technical and consultative support with analysis and/or perspective in the form of comments, recommendations, opinions and procedures

Accomplishments

As a project manager, maintained communication with up to 15 team members daily (or as needed) and implemented step by step troubleshooting process

Actively participated in the evolving design of the BCP plans including table top exercises

Led teams across broad technical, financial and business disciplines. Focused teams on business objectives and tracked progress to ensure project milestones were completed on time, on budget and with the desired results

Monitored trends within Business Incident/Business Continuity Management and delivered highly sound and specialized advice and guidance, typically of a high-level tactical nature, to management/senior management and client groups, when dealing with organizational and business issues (both controllable and non-controllable incidents).

CIBC – Toronto, ON (1996 – 2003)

Senior Business Consultant (National Support Line – Call Centre)

Provided consultative subject matter expertise to all business groups/technology groups

Participated in the interviewing and hiring for positions within National Support Line (up to the level of Senior Business Consultant) and insight on root cause and solutions

Accomplishments

Developed, participated and delivered in house training for the Service Representatives

Coached/mentored Customer Service Representatives as needed

Collaborated with Team Leaders/Senior Management to analyze and respond to events that impacted metrics such as: call volumes/complexity of subject matter

Prior To 1996

Held positions of increasing responsibility in the banking sector

AWARDS AND RECOGNITION

NPS achievement (Net Promoter Score) – 2016 - Rogers Communications Inc

Team (2x), Quarterly & Annual Achiever – 2013 - CIBC

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EDUCATION AND DEVELOPMENT

Diploma, Business Administration (SAIT – Calgary, AB)

Business Continuity Management (Disaster Recovery Institute – Calgary, AB)

CIBC courses: People Manager Essential Program, Influencing Skills, Six Sigma- Green Belt, Situational Leadership, Strategic Messaging for Better Results

Interests: travel, continual improvement, lifelong supporter of the United Way

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