ROB
CRAMER
LEADER

Retain and win back high-value client accounts across SEO, Google Ads, LSA, and Facebook Ads packages. Average $18,000/month in retained revenue at a 38% retention rate. Named company-wide Employee of the Month for February 2026 — led all reps in Save %, revenue, and innovation. Rebuilt the entire Client Advocacy training program, integrated AI tools into team workflows, redesigned call rotation for equitable distribution, and drove multiple operational improvements in collaboration with management. Handle escalated client calls and emails daily — complex, high-stakes conversations where the goal is to solve the problem without losing the relationship.

Built the Attendance Manager function from scratch during the Shaw-to-Rogers integration — no template, no predecessor. Created all processes, reporting, and cross-functional workflows connecting HR, Payroll, Scheduling, Caseworkers, and Team Leads. Reduced average return-to-work timelines by 4 business days. Cut leave management ticketing from 8 steps to 2. Produced weekly and monthly reporting using PowerBI, Tableau, and Excel to track disability trends and surface early claim indicators. Built and maintained the SharePoint database housing all disability files.

Led remote and onsite Loyalty and Customer Care teams of up to 30 reps in a high-volume contact centre. Owned the full performance cycle — hiring, onboarding, monthly 1:1 coaching, corrective action, PIPs, and terminations. Consistently outperformed department benchmarks across all key KPIs. Reviewed call recordings regularly to identify coaching opportunities. Trained reps on emotional intelligence, objection handling, closing techniques, and CRM platforms. Produced multi-format training content and collaborated monthly with senior leadership to improve contact centre operations.