Calgary, Alberta · Open to Team Lead & Manager roles

Rob Cramer

Customer Care Leader

I lead contact centre teams through hands-on coaching, clear expectations and honest numbers. Eight years in the seat, four of them running teams of up to 30.

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84%
Customer Save Rate
88%
Team CSAT Score
8+
Years in Contact Centre Operations
Portrait of Rob Cramer

About Me

My Mission

"To make a meaningful impact by using my strengths to create opportunities for others and promote positive change."

I'm a results-driven Customer Retention and Team Leadership professional with 8+ years in contact centre operations, including four years leading remote and onsite teams of up to 30 agents. My approach combines data-driven decision making with genuine empathy for both customers and team members.

Throughout my career, I've consistently exceeded retention KPIs by significant margins while maintaining exceptional customer satisfaction scores. But what drives me most is developing people – watching team members grow into confident, skilled professionals who deliver outstanding results.

I believe that great leadership isn't about having all the answers; it's about empowering others to find them. Whether I'm coaching a team member through a challenging customer situation or collaborating with senior management on process improvements, I bring strategic thinking, emotional intelligence, and a commitment to excellence.

Core Competencies

Competency

Customer Retention & Churn Reduction

$18K/month retained at a 38% rate, against a 28% company average.

Competency

Team Leadership & Development

Led up to 30 agents, with monthly 1:1s tied to career plans.

Competency

Objection Handling & Consultative Sales

Win-back conversations on SEO and ad products that keep clients.

Competency

Data Analysis & Reporting

PowerBI, Tableau and Excel reporting on case trends and churn causes.

Competency

Process Improvement & Optimization

Leave tickets cut from 8 steps to 2; return-to-work 4 days faster.

Competency

Cross-Functional Collaboration

HR, Payroll and Scheduling at Rogers; senior leadership monthly at Shaw.

Professional Experience

April 2024 - Present

Client Advocacy Specialist

LinkNow Media

Retention and win-back for small-business clients on SEO and ad products. Employee of the Month (company-wide), February 2026.

  • Averaged $18,000/month in retained revenue at a 38% retention rate, against a company average of 28%
  • Built the client winback program end to end as sole owner: offers, email sequences and voicemail scripts, shaped by churn root-cause reporting
  • Manage escalated customer situations to find mutually beneficial solutions aligned with business objectives
  • Rebuilt the team training program from scratch, and streamlined the retention form, reporting sheets and call rotation
  • Department point of contact for AI adoption: introduced ChatGPT workflows for scripts and call summaries, then trained colleagues to use them
  • Advised management on retention strategy changes and developed new pricing structures
November 2022 - February 2024

Attendance Manager

Rogers Communications

Led data-driven process transformation initiative, creating new role to streamline employee leave management across Shaw-Rogers integration.

  • Achieved 4-day reduction in average employee return-to-work time through process optimization
  • Saved Team Leads average of 2 business days per leave case by streamlining ticketing from 8 tickets to 2
  • Leveraged PowerBI, Tableau, and Excel for comprehensive reporting and trend identification
  • Created SharePoint database for centralized document management
October 2018 - November 2022

Team Manager

Shaw Communications

Led remote and onsite customer retention teams of up to 30 agents, consistently exceeding department KPIs.

84%
Customer Save Rate
vs. 74% dept avg
82%
Retained Revenue
vs. 73% dept avg
88%
Team CSAT
vs. 79% dept avg
  • Trained and developed team members on customer service excellence, emotional intelligence, and objection handling
  • Conducted monthly 1:1 coaching sessions with agent-specific goals and personalized development plans
  • Managed performance across multiple CRM systems (Salesforce, Zoho, ServiceNow)
  • Collaborated with senior management on operational optimization initiatives

Technical Skills & Tools

CRM Platforms

Salesforce Zoho ServiceNow

Data Analytics

PowerBI Tableau Excel

AI & Design Tools

ChatGPT Claude.AI Gemini Canva OpenArt Kittl Muse

Productivity

Office 365 Google Suite SharePoint

Leadership

Team Management Performance Coaching Change Management

Leadership Insights

Thoughts on leadership, team development, and creating exceptional customer experiences

Let's Connect

Interested in discussing leadership opportunities or connecting professionally?

Location

Calgary, Alberta

Ready to discuss opportunities?

I'm always open to connecting with fellow leaders, discussing customer success strategies, or exploring new opportunities where I can make a meaningful impact.

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