Rob Cramer · Customer Care Leader Download Resume

Calgary, Alberta · Open to Team Lead & Manager roles · Calgary or remote

Rob Cramer

Customer Care Leader | Team Management & Coaching | Contact Centre Operations

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

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Portrait of Rob Cramer in a navy blazer and light blue shirt
Rob Cramer Calgary, Alberta

The numbers, against the average

Not percentages in a vacuum — every figure below is shown next to the benchmark it was measured against.

Shaw — Team Manager, Loyalty & Customer Care

My team's results vs. department average, teams of up to 30 agents, 2018–2022

Save Rate+10 pts vs. average
My team84%
Dept. average74%
Retained Revenue+9 pts vs. average
My team82%
Dept. average73%
CSAT+9 pts vs. average
My team88%
Dept. average79%
38% vs. 28% company avg

LinkNow Media client retention rate — the winback program I own end to end, retaining roughly $18,000/month in client revenue.

Recognition Employee of the Month — February 2026, company-wide at LinkNow Media. Led the Client Advocacy department in Save % and retained revenue, and went beyond the role on training and process improvements.

Save Rate — the share of customers who called to cancel and stayed. Retained Revenue — the share of at-risk monthly revenue the team kept on the books. Both are the core scoreboard for a loyalty / retention team.

Signature wins

Three roles, three different kinds of proof: leading people, building a function from zero, and owning a program end to end.

Shaw Communications
Team Manager, Loyalty & Customer Care
Oct 2018 – Nov 2022 · Remote & onsite

Led teams of up to 30 agents in a high-volume loyalty contact centre — and beat the department average on every core KPI.

Save 84% vs 74% Retained Rev. 82% vs 73% CSAT 88% vs 79%
  • Coached on live calls and chats plus QA feedback; held monthly 1:1s on metrics, goals and career plans
  • Ran the full performance cycle — coaching, corrective action, documentation, annual reviews
  • Helped establish QA protocols and created the QA documents used to evaluate interactions
  • Trained a new-hire class of 14 retention agents with a mapped 90-day mentorship and goal plan
  • Built schedules for 20 supervisors; interviewed and helped hire agents and supervisors
Rogers Communications
Attendance Manager
Nov 2022 – Feb 2024 · Created during the Shaw–Rogers integration

The role didn't exist. I built it from scratch — processes, documentation and stakeholder workflows — and made leave cases move faster for everyone involved.

Return to duties 4 days faster Ticketing 8 steps → 2 Saved Team Leads ~2 days / case
  • Cut return-to-full-duties timelines by an average of 4 business days
  • Saved Team Leads an average of 2 business days per leave case
  • Coordinated HR, Payroll, Scheduling and Team Leads off one process, without direct authority over any of them
  • Built SharePoint databases and disability-trend reporting in Excel, PowerBI and Tableau
  • Covered all of Shaw customer care as the go-between for agents, case workers and supervisors, and transitioned 200+ agents into the Rogers system

A solo specialist function — process design and cross-functional coordination, not a people-management role.

LinkNow Media
Client Advocacy Specialist
Apr 2024 – Present · Calgary

Sole owner of the client winback program for a marketing-services firm — the offers, the outreach and the root-cause analysis are all mine.

Retention 38% vs 28% avg ~$18K/mo retained revenue Employee of the Month · Feb 2026
  • Designed the winback offers and wrote the email sequences and voicemail scripts
  • Used retention reporting to find root causes of churn and shape the offers around them
  • Rebuilt the Client Advocacy training program from the ground up after spotting onboarding gaps
  • Streamlined the Retention form, Excel reporting, Teams channels and the call rotation
  • Department's point of contact for AI adoption: introduced ChatGPT for drafting scripts and speeding up summaries, then trained colleagues on the workflows

AI use is internal productivity only — no customer-facing deployment. Mentoring and training ownership; no formal direct reports in this role.

How I lead

Four habits, each one visible in the results above.

Coach live, not after the fact

Side-by-side on live calls and chats, plus QA feedback while the interaction is still fresh. That's how the Shaw team held Save, Retained Revenue and CSAT above the department average at the same time.

Monthly 1:1s tied to goals and careers

Every agent, every month: all the metrics, the goals, the accountability — and where they want to go next. New hires got the same structure from day one, with a mapped 90-day mentorship and goal plan.

Clear expectations, full performance cycle

People should never be surprised by where they stand. Coaching first, then corrective action, documentation and annual reviews when they're needed — the complete cycle, run consistently.

Turn feedback and metrics into process fixes

When the numbers or the floor point at a broken process, I fix the process: leave ticketing cut from 8 steps to 2 at Rogers, a rebuilt training program and a leaner retention form at LinkNow.

What that coaching looks like in practice

At Shaw, a retention agent on my team was well below the rest of the team on retained revenue. The tell was in the data: their handle time was very low — they were rushing calls and never finding out why customers wanted to cancel.

So we changed the behaviour, not just the target: three open-ended questions on every call, live coaching side-by-side, and call reviews together. I also set the expectation that not every customer can be saved — which took the pressure off and made the conversations better. Their retained revenue improved markedly, and kept improving with practice.

Experience

Twelve years in customer care — telecom support and loyalty, disability case management, and B2B client retention.

Apr 2024 – PresentCalgary, AB

Client Advocacy Specialist — LinkNow Media

  • Sole owner of the client winback program: offers, email sequences, voicemail scripts, churn root-cause reporting
  • 38% retention rate vs. 28% company average, roughly $18,000/month in retained revenue
  • Employee of the Month, February 2026 (company-wide)
  • Rebuilt the Client Advocacy training program; streamlined the Retention form, reporting and call rotation
  • Department point of contact for AI adoption — ChatGPT for internal drafting and summaries; trained colleagues
Nov 2022 – Feb 2024Integration role

Attendance Manager — Rogers Communications

  • Built a brand-new function during the Shaw–Rogers integration: processes, documentation, stakeholder workflows
  • Return-to-full-duties timelines cut by an average of 4 business days; Team Leads saved ~2 days per leave case
  • Leave-case ticketing simplified from 8 steps to 2
  • Go-between for agents, case workers and supervisors across Shaw customer care; transitioned 200+ agents into the Rogers system
  • SharePoint databases; weekly/monthly reporting in Excel, PowerBI and Tableau; Disability Management training content
Oct 2018 – Nov 2022Remote & onsite

Team Manager, Loyalty & Customer Care — Shaw Communications

  • Led teams of up to 30 agents; beat department averages on Save Rate (84% vs 74%), Retained Revenue (82% vs 73%) and CSAT (88% vs 79%)
  • Live coaching, monthly 1:1s, full performance cycle, escalations by phone and live chat
  • Helped establish QA protocols; created QA evaluation documents; tracked First Call Resolution alongside CSAT
  • Trained a new-hire class of 14 with a 90-day plan; built schedules for 20 supervisors; interviewed and helped hire
  • Acted as temporary lead for a team of 8 Workforce Analysts, tying metric patterns back to floor operations
2014 – 2018Shaw Communications

Technical Support Representative, then Loyalty Representative — Shaw

  • Internet, phone and TV technical support (2014–2016), then Loyalty Representative (2016–2018); mentored fellow agents while working as an agent.

Skills & tools

Leadership & people

  • Team management (up to 30 agents)
  • Coaching & mentoring, live and QA-based
  • 1:1 development & career planning
  • Performance management — coaching, corrective action, documentation, reviews
  • Interviewing & hiring support
  • Scheduling & new-hire onboarding
  • Change management

Contact centre operations

  • Save Rate / Retained Revenue / CSAT management
  • Retention & winback strategy
  • Escalation handling — phone, live chat, email, social DMs
  • QA scoring & QA document creation
  • Queue monitoring & adherence reporting
  • Process improvement & SOP documentation
  • Training program development

Systems & reporting

  • CRM / ticketing: Zoho CRM, Salesforce, ServiceNow
  • Reporting: Excel (incl. self-built tools), PowerBI, Tableau
  • Collaboration: Microsoft 365, SharePoint, Teams, Google Workspace
  • AI at work: ChatGPT — internal drafting, scripts and summaries
  • IT foundation: Network & Systems Administration diploma

Education & certifications

  • Network & Systems Administration Diploma — CDI College, Edmonton, AB
  • Microsoft Office certification
  • Computer repair, troubleshooting & network administration coursework

Leadership Notes

Short, plain-spoken posts on leading people in a contact centre — what I’ve learned in the seat, not theory.

View all posts →
Leadership

Leader vs. Supervisor: The Difference Isn’t the Title

A supervisor keeps the shift running. A leader develops the people on it. Here’s where I draw the line.

3 min readRead → Coaching

Leading People Is Coaching, Not Checking Up

Dashboards tell you what happened. Sitting beside someone on a live call is how you change what happens next.

3 min readRead → Leadership

Great Leadership Isn’t Having All the Answers

It’s empowering people to find them — and fixing the process when the numbers point at a broken one.

3 min readRead → Leadership

What the Numbers Can and Can’t Tell You

Metrics tell you where to look, not what to do. How I read Save Rate, CSAT and handle time together.

3 min readRead → Team Development

A 1:1 Is Not a Metrics Review

What belongs in a monthly 1:1 besides the numbers: goals, accountability and where the person wants to go next.

2 min readRead → Process Improvement

The 80/20 of Process Fixes: Start With the Workaround

How I find the one or two steps that cause most of the drag — with real fixes from Rogers and LinkNow.

3 min readRead →

Let's talk about your team

I'm looking for Team Lead and Manager roles in contact centre and customer care leadership — based in Calgary, open to remote. The fastest way to reach me is email.

Download Resume (PDF)