Rob Cramer

I am a Collaborative Leader and Manager with a comprehensive skill set in leave management, training coordination, and team leadership. With a proven track record of optimizing processes, enhancing employee support, and driving organizational success, I am eager to bring my expertise to new challenges and opportunities. I am committed to continuous improvement so that I can positively impact my team's success.

Attendance Manager | Rogers Communications | June 2023 – Feb 2024

• Supported Employee Transitions to and from “Medical Leave of Absence”
• Communicated via MS Teams, video calls, and Outlook emails to Case Workers, Scheduling, HR, Team Leads, and Payroll. 
• Created and maintained weekly and monthly reporting on reliability.
• Analyzed reliability data to find trends and reduce absenteeism.
• Organized equipment pick-up, ID Creation, and return-to-work schedules.
• Main point of contact from the transition of Shaw to Rogers Disability Management process.
• Weekly meetings with the Senior Director to discuss reliability and disability trends.

Project Manager | Shaw Communications | November 2022 – May 2023

• Created an Attendance Manager role within Shaw. 
• Managed over 300 Employees with up to 100 active cases.
• Reduced time of Employee returning to full duties by up to 5 Business days.
• Saved Team Leads more than 2 business days of time, per employee on Leave of Absence.
• Streamlined Communication with HR, Payroll, Scheduling, Case Workers and Team Leads
• Streamlined Ticketing process to return employees to work. (8 tickets down to 2)
• Created and delivered training content to returning employees.
• Created Disability Management Training for Team Leads
• Created a SharePoint database to house and manage all Disability Management files.

Team Manager | Shaw Communications | October 2018 – November 2022

• Led teams of up to 30 people in Loyalty Care and Customer Care (Chat and Phone)
• Trained new and existing employees.
• Planned and Hosted Team Meetings
• Customer Save Rate of 84% (Department avg 78%)
• Retained Revenue @ 82% (Department avg 77%)
• Team average of 3.4 Chats per hour (Department avg 2.8)
• Content Creation for training, reporting, and monthly employee reviews – Videos, blogs, MS Teams posts, Outlook Emails, Excel Spreadsheets, and PowerPoint presentations. 
• Reviewed up to 60 Chats or 30 Calls per month for coaching purposes. 
• Held monthly 1x1 coaching/mentoring sessions with my Team.

High School
CDI Technology College - Computer Repair and Networking Specialist