Rob Cramer

Customer Retention & Success Leader

Building high-performing teams that deliver exceptional customer experiences and drive measurable business results.

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84%
Customer Save Rate
88%
Team CSAT Score
5+
Years Leadership Experience
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 over 5 years of experience driving customer success, reducing churn, and leading high-performing teams. 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

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Customer Retention & Churn Reduction

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Team Leadership & Development

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Objection Handling & Consultative Sales

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Data Analysis & Reporting

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Process Improvement & Optimization

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Cross-Functional Collaboration

Professional Experience

April 2024 - Present

Client Advocacy Specialist

LinkNow Media

Driving customer retention and win-back initiatives for digital marketing SaaS solutions, focusing on small business owners.

  • Retain and recover client accounts through consultative sales approach, handling objections and guiding customers through complex SEO and digital advertising decisions
  • Manage escalated customer situations to find mutually beneficial solutions aligned with business objectives
  • Spearheaded process improvements including new win-back email campaigns and improved call distribution systems
  • 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. 78% dept avg
82%
Retained Revenue
vs. 77% dept avg
88%
Team CSAT
vs. 85% 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

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?

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Location

Calgary, Alberta

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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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