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Career Spotlight: Claudia Mastan, Social Media Specialist / Community Moderator

Claudia Mastan

We sat down with Claudia Mastan, Social Media Specialist, as part of our monthly series that profiles unique jobs around Rogers.

What’s exciting about the work you do?

Everything! Social media servicing is new, so it’s exciting to be part of a team that’s still growing and developing. My colleagues and I have the opportunity to take part in shaping our department and always finding ways to be there for our customer in the best and most efficient way possible. Social media never sleeps, so it’s fast paced. You meet new challenges every day, so you always have to think and act fast.

How does your work impact the customer experience?

I believe social media is a critical component in the customer experience these days. We are constantly present for our customers. We reach out to them on Facebook, Twitter and on many external forums to let them know that they are heard, that we care and that we are always there to help. Addressing complaints in public also shows our customers that we are transparent, that we welcome feedback and that we want to improve in order to provide the best service. Often, we have contests through our social media channels, which allows us to further interact with our customers and build stronger relationships.

How do you look for ways to do things better?

In my team, we have very honest conversations about what’s going well and what needs improvement. I always share my opinions in a very constructive manner, and once I identify an area of opportunity, I come up with suggestions for improvement. I often consult with my colleagues and team managers; it really is a team effort.

Tell us about the people you work with – what makes them great?

My entire team is super awesome! We are all very different and have different strengths that just work very well when put together. We are also extremely mindful and considerate of each other. The team is supportive and encouraging, and everyone strives to create a positive vibe within the department. We show open-mindedness and despite the many changes our department has been through in the last few years, everyone keeps a positive attitude. When we go through busy times, we’re all in it together. It’s really nice to know that you can always count on your team.

What makes you proud to work for Rogers?

I’m proud of our values and our commitment towards society, the environment, and the positive influence we strive to have in our communities. We always put our customers first, which is so incredible. I’m also very proud of the amazing people that I’ve met at work who have helped me grow throughout my journey. At Rogers, I feel like I’m heard and my opinions are important and valued.

Connect with Claudia on LinkedIn to learn more about her career journey.