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Cafu B

@cafub

Technical Support Team Manager at Rogers Communications, improving CSAT, Quality, Reliability, and operational KPIs through coaching and continuous improvement.

Canada

Message

At Rogers Communications, I lead a technical support team focused on customer experience and performance across multiple metrics. I coach advisors through biweekly sessions and monthly performance reviews.

I drive continuous improvement across CSAT, Quality, Reliability, and operational KPIs. I also partner with Tier 2 teams on complex customer escalations and first-contact resolution.

Earlier at Rogers Communications, I diagnosed internet and PC issues as an Advanced Internet Technical Support Consultant and handled complex escalations as Tier 2 Backup Support. My background also includes customer support by phone, chat, and remote channels, along with coaching support for peers.

Experience

Work history, roles, and key accomplishments

Technical Support Team Manager

Rogers Communications

Jan 2009 - Jul 2026 (17 years 6 months)

- Lead a technical support team responsible for delivering exceptional customer experiences across multiple - performance metrics.
- Coach and develop advisors through structured biweekly coaching sessions and monthly performance reviews.
- Drive continuous improvement across CSAT, Quality, Reliability, and operational KPIs.
- Partner with Tier 2 teams to resolve complex customer escalations and i

Advanced Internet Technical Support Consultant

Rogers Communications

Jan 2009 - Jan 2016 (7 years)

• Diagnosed, troubleshot and resolved technical issues with Rogers internet services
• Proactively developed solutions to address reoccurring issues
• Assisted Managers with peer coaching and handling escalations
• Consistently met and exceeded metrics while maintaining a balance between efficiency and quality
• Provided customer support via phone, chat and remote
• Handled customer escalations r

Tier 2 Backup Support

Rogers Communications

Jan 2010 - Jan 2011 (1 year)

Handled complex escalations that required advance troubleshooting
•Answered technical inquiries and provided support to first line Agents
•Handled customer request for technical supervisor escalations

Education

Degrees, certifications, and relevant coursework

Toronto School of Business

Diploma, Network Communication , Computer Repair and Maintenance, Network Communication

• A+ course, Windows XP, Windows server administration, Active Directory, Cisco Networking
• Installation and Testing of Hardware and Software, Troubleshooting, Refurbishing Computers