Laura Lanzetta
Disability Case Manager at Sun Life | Canada
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Laura Lanzetta is a seasoned professional with over 20 years of experience in the telecommunications industry, currently serving as the Senior Manager for Fido Retention and Operations at Rogers Communications. In this pivotal role, Laura is responsible for leading a diverse team of 8-12 managers and over 150 customer service consultants, focusing on enhancing employee engagement and driving strategic change to achieve exceptional business outcomes. Her expertise in coaching and talent management is instrumental in developing high-performing teams that consistently meet and exceed departmental objectives.
At Rogers Care and Cityfone, Laura spearheads key projects aimed at improving customer retention rates through innovative coaching methodologies and performance management strategies. She is adept at establishing clear targets and driving operational efficiencies, ensuring that her teams not only meet but surpass key performance indicators. Her collaborative leadership style fosters an environment of continuous improvement, where employee recognition and development are prioritized, leading to a motivated workforce that is committed to delivering outstanding customer service.
Laura’s strategic vision is complemented by her ability to implement effective sales management plans that align with organizational goals. By leveraging her skills in client relations and operational efficiency, she has successfully transformed business strategies that enhance customer satisfaction and loyalty. As a leader, Laura is dedicated to cultivating a culture of excellence, where every team member feels empowered to contribute to the success of Rogers Communications. Her commitment to driving transformative change and building engaged teams underscores her reputation as a key player in the telecommunications sector.
Disability Case Manager at Sun Life in September 2024 to Present
Senior Manager, Fido Retention and Operations, Rogers Care, Cityfone at Rogers Communications in October 1999 to November 2024
Customer Service Team Manager (Commercial, Quality and Retention teams) at Rogers Communications in October 2005 to March 2014
Customer Service Representative at Fido Solutions in November 1999 to October 2005
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Policies & Procedures
Mobilizing
Emotional Intelligence
Hitting Targets
Customer Base
Data Interpretation
Business Units
Business Process Improvement
Operations Support
Decisiveness
Multitasking
Support Services
Service of Process
Coordination Skills
Reporting Systems
Key Metrics
Driving Performance
Supervisory Skills
Driving Results
Decision Quality
Building Trust
Active Listening
Analytical Skills
Root Cause Problem Solving
Financial Goals
Staffing Processes
Customer Data
Strategic Thinking
Constructive Feedback
Resource Allocation
Reliability
Business Coaching
Negotiation
Avant-garde
Voice of the Customer
Attention to Detail
Speaking French
Stakeholder Management
Executive Visibility
Conflict Resolution
Bilingualism
Persuasion
Critical Thinking
Operations
Commercial Projects
Technical Requirements
Executive Team
Managing Accounts (Accounting)
Project Management Software
Time Efficiency
Generative AI
Team Performance
Build Strong Relationships
Presentations
Spoken English
Qualtrics
Analytics
Leadership Development
Collaborative Leadership
Project Management
Strategic Planning
Coaching & Mentoring
Cross-functional Team Leadership
KPI Reporting
Talent Management
Relationship Development
Customer Success
Problem Solving
Customer Relationship Management (CRM)
Teamwork
Contact Center Management
Call Center Development
Organization Skills
Customer Loyalty
Communication
Customer Satisfaction
Client Relations
Microsoft Office
Microsoft Excel
Microsoft Word
PowerPoint
Key Performance Indicators
Change Management
Customer Service
Leadership
Team Building
Performance Management
Customer Retention
Customer Experience
Coaching
Team Motivation
Employee Engagement
Operational Efficiency
Employee Recognition
Employee Learning & Development
Public Relations
Performance Motivation
Team Leadership
Contact Centers
Team Management
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Discover more about Sun LifeWhat is Laura Lanzetta email address?
Email Laura Lanzetta at [email protected]. This email is the most updated Laura Lanzetta email found in 2026.
What is Laura Lanzetta phone number?
Laura Lanzetta phone number is +15146922636.
How to contact Laura Lanzetta?
To contact Laura Lanzetta send an email to [email protected]. If you want to call Laura Lanzetta try calling on +15146922636. (updated on November 04, 2024)
What company does Laura Lanzetta work for?
Laura Lanzetta works for Sun Life
What is Laura Lanzetta's role at Sun Life?
Laura Lanzetta is Disability Case Manager
What industry does Laura Lanzetta work in?
Laura Lanzetta works in the Consumer Services industry.
Laura Lanzetta Email Addresses
Laura Lanzetta Phone Numbers
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