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Pam Canfield began her career at MTS in April 1986 working part-time while still attending the University of Manitoba. She has worked in numerous areas within the company gaining invaluable telephony knowledge. During her 22 years at MTS she worked in Retail – Telemarketing and Phone Centre, Customer Payment Services, Customer Service (business office) and finally over 8 ½ years in her current position of Customer Relations Manager (Advocate). Pam has made a significant difference with our customers. In her role as Advocate, she addresses customer concerns on behalf of the President and CEO, the Executive Offices, as well as customer issues escalated from all areas of the company, both oral and written. As the Customer Relations Manager, she provides the final internal escalation point for consumer issues, from a regulated perspective. She has managed over 50,000 customer concerns in her position as Advocate. She has incredible patience with customers and turns unhappy customers into happy loyal customers again. She deals often with very politically sensitive issues and mitigates any negative publicity for the company. Pam’s customer management skill, ability to show empathy for the customer, and commitment to good customer service is evident everyday in her ability to bring final resolution to customer issues. In addition she provides support to Corporate Security, Corporate Communications, Advertising, and Marketing by providing recommendations, based on customer feedback, for improving products, processes and the customer experience. Pam is always looking for ways the company can improve the customer experience. She leads a team of two Liaison representatives whom she coaches and mentors to assist in dealing with these complex customer complaints. |