Jess Brady

Empathetic and results driven Customer Service and Operations Professional dedicated to elevating customer satisfaction and personal/team performance within fast paced, metrics driven organizations. Demonstrates expertise in case management, de-escalation, and conflict resolution across complex service environments. Skilled in managing power of attorney, estate, and deceased client accounts with professionalism and compassion.

Customer Operations & Support Specialist at ROGERS TELECOMMUNICATIONS, FORMERLY SHAW COMMUNICATIONS (2017-12 – 2026-07)

Provided Residential home, front line customer service and back office support to countless clients within a fast-paced national call centre environment across all provinces in a telecommunications network via email and chat programs, ensuring high-quality service.

• Managed 100+ per week, high stakes escalations and handled sensitive legal and personal information with compassion, discretion, and professionalism to complete account requests.
• Maintained and communicated strict confidentiality when vetting Power of Attorney, Estate Accounts, Last Wills and Testaments, Court, Public Guardian and Trustee documents using employee created, leader approved templates.
• Supported compliance efforts across 2-4 departments, including Legal and Privacy, by reviewing and enhancing procedures.
• Handled account changes, updates and creation for major accounts Rogers Together with Shaw Bulk Residential Services.
• Executed weekly 15-20 service requests and back office support for Shaw Direct, performing manual account adjustments and updates when automated processes fail.

Customer Service at SKYNET (ROGERS/FIDO RETAIL) (2016-11 – 2017-12)

Connected with customers to in store to match them with the best wireless plan available.

• Supported 10+ customers per day with cellular phone set up and plan management.
• Handled invoice clarifications for 20+ customer accounts each week, addressing cost and contract concerns on monthly invoices.
• Demonstrated features across multiple cell phone product models with confidence.

Service Concierge Account Manager at ROGERS COMMUNICATION INC. (2009-04 – 2016-11)

Provided dedicated, high level customer service to key accounts within a fast paced, customer facing telecom environment.

• Served as a one-stop resource for customers, resolving service issues across 1000+ consolidated customer accounts per month efficiently and professionally.
• Handled high-stakes escalations for 1000+ per month customers with empathy, discretion, and sound judgment to maintain customer trust and satisfaction.
• Deliver exceptional service through proactive relationship building, customer relations, and retention initiatives.
• Demonstrate interpersonal skills, including empathy, communication, discretion, and problem resolution.

Radio Broadcasting Communications, General Arts and Sciences – Fanshawe College

OSSD – South Secondary