Mohammad Ebadi

I am excited to apply for the Manager, Customer Support position with EverPro. With 10 years of progressive customer service experience, including seven years in leadership and more than five years directly managing customer support teams at Rogers Communications, I bring a strong background in people development, customer experience, complex escalations, and operational improvement.

• Ability to stay calm in difficult situations
• Ability to work under pressure
• Account Management
• adaptability
• Souci du détail
• Capable of working independently
• Coaching
• Communication
• Conflict Resolution
• Critical Thinking
• Cross-Functional Collaboration
• Service à la clientèle
• Analyse de données
• Escalation Handling
• interpersonal skills
• Leadership
• Microsoft Excel
• Operational Excellence
• Résolution de problèmes
• Process Improvement
• Assurance qualité
• SLA Management
• Tableau
• Team Leadership
• Technical Support
• Gestion du temps

1. Manager, 'Resolve Your Concern' Team

   Office of the President, Rogers Communications Inc.

   janv. 2026 to juill. 2026

   • Served as a senior escalation point for 15-20 high-impact customer cases daily, personally leading cross-functional investigations and driving timely resolution of complex customer issues while meeting same-day and 3-day SLA targets — a player-coach role balancing individual case ownership with cross-team coordination. • Achieved an 85-90% resolution rate on complex executive-level and regulatory-risk escalations, applying sound judgment and balancing customer outcomes with policy, regulatory, and financial risk. • Exercised dollar authority for customer compensation, credits, and fee waivers while managing sensitive customer communications and high-impact resolution decisions. • Tracked recurring customer issues and escalation trends, identified root causes and risks, and partnered cross-functionally to improve workflows and reduce repeat escalations.

2. Operations Manager, Contact Centre Efficiency

   Rogers Communications Inc.

   juill. 2025 to déc. 2025

   • Led a cross-functional operational improvement initiative across a 560-agent customer service organization, using Tableau and performance data to identify trends, diagnose AHT drivers, and achieve an average 16% reduction in AHT. • Translated support performance insights into targeted coaching and operational action plans addressing gaps in tool usage, knowledge, policy alignment, and workflow execution in partnership with frontline and escalation leaders.

3. Team Manager, Customer Support

   Rogers Communications Inc.

   mai 2020 to juin 2025

   • Led a high-performing distributed and remote customer support team of 16-23 agents, establishing clear performance expectations and driving service quality, productivity, engagement, and accountability through weekly 1:1s, behaviour-based coaching, real-time feedback, and individualized development plans. • Managed weekly quality assurance and performance reviews by auditing customer interactions per agent against company quality standards and combining findings with Tableau scorecard data to identify trends, knowledge gaps, service risks, and targeted coaching opportunities. • Ranked #1 Customer Support Team Manager nationally for three consecutive years (2022-2024) across combined CSAT, First Call Resolution, Revenue, and AHT performance metrics. • Managed individual and team performance through documented development and improvement plans, corrective and positive feedback, quality assurance, formal mid-year and year-end performance reviews, and conduct or compliance actions in partnership with HR. • Built a culture of continuous learning and career development, coaching and developing 6-8 employees annually into specialized, leadership-development, escalation, and training roles. • Exceeded CSAT benchmarks by 14% (2021), 9% (2022), and 16% (2024) by designing behavioural coaching framework to strengthen empathy, confidence, ownership, and positive reinforcement and reduce customer friction. • Evaluated procedures and drove process, tool, and workflow improvements through cross-functional partnerships with Knowledge Base, Marketing, Tool Development, and third-party vendors, using frontline and customer feedback to identify system failures, recurring issues, and customer and agent friction points. • Led teams through major operational change during the transition to fully virtual support, communicating changes with context, translating requirements into frontline actions, gathering employee feedback, and maintaining engagement and performance stability. • Participated in Customer Support hiring with HR through a rotating manager interview process, assessing candidates and contributing to hiring decisions while supporting onboarding, training, engagement, recognition, and career development. • Designed Project 16 to standardize coaching practices at scale during the Rogers-Shaw merger and Project Open Door to strengthen virtual team connection, knowledge sharing, and employee engagement.

4. Leadership Development Program (LDP)

   Rogers Communications Inc.

   mars 2018 to avr. 2020

   • Provided knowledge-based support to frontline agents, reduced invalid ticket submissions, delivered coaching on behalf of Team Managers, and launched three employee development and engagement programs.

5. Customer Service Specialist

   Rogers Communications Inc.

   nov. 2016 to févr. 2018

   • Managed high-volume inbound customer support, resolving product inquiries, troubleshooting technical issues, and supporting customers with service subscriptions.

1. Tehran Azad University

   Bachelor of Arts, Business Administration