Daniel Stephens Email & Phone Number

Montreal, Quebec, Canada

Montreal, Quebec, Canada

• Create executive strategy presentations, communicate results, forecasts, and strategy plans• Conduct deep dive analysis on customer segments to identify opportunities• Provide insights and recommendations to increase online adoption• Regular reporting and data analysis to understand the customer behavior and explain drivers for those customer interactions• Manage short-term and longer-term roadmaps to improve online capabilities• Provide regular updates on roadmaps, obtain funding and manage timelines and budget• Develop forecasts and business cases and be able to back up numbers • Work cross-functionally with internal partners (IT, Operations, Marketing, Legal, Communications, etc.) to implement projects to increase self-serve transactions• Conduct post-mortems on projects and propose actions to improve performance• Conduct occasional competitive benchmarking analysis

Montreal, Canada Area

•Led project teams and activities required to successfully deliver and implement Fibe TV, Satellite TV and Internet Product & Marketing initiatives within the contact centers for areas such as Ordering, Billing, Programming and Technical•Plan the design and delivery of large scale and cross functional projects involving change management and systems implementation from concept to execution. •Effectively engage, lead and influence cross functional teams to deliver highest level of quality on all projects within committed timeline and scope, and meeting all project requirements and deliverables. •Create and manage project plans and related documentation in accordance with established project management methodology (Project Charter, Scope, WBS, Budget, Action Registers, etc.). •Actively participate in the creation of business cases and financial forecasts to prove the viability of new initiatives, including data collection and analysis, process mapping and redesign, and potential operational efficiencies. •Engage and build strong relationships with project sponsors and stakeholders to incorporate their goals, and instill confidence to ensure alignment to and adoption of solutions. •Provide regular updates on project status, including risks and risk management approach to senior management. •Identification of new opportunities and related solutions to deliver benefits above committed project deliverables. •Build Analytics to show business issues and propose solution based on data findings

Montreal, Canada Area

•Evaluated agent performance and coached members of the team to reach their objectives (quality, productivity, revenue, etc.)•Fostered team and individual growth through coaching, mentoring, and served as a resource person by encouraging collaboration among team members•Coordinated and submitted team reports, such as weekly and monthly reports specific on key call center performance indicators•Created weekly and monthly progressive growth plans to meet and exceed company’s targets•Perform various administrative and operational tasks to ensure the proper management of resources•Handled customer escalation calls

Montreal, Canada Area

•Kept abreast of the differences between SFU, MDU and Commercial products and services•Received inbound calls from clients across Canada regarding the Express Vu products and services•Provided service in a “customer friendly” manner while responding to customer inquiries and concerns•Programmed activations and educate clients on technical and billing aspects of our services/products•Answered queries pertaining to invoices and recommends billing adjustments to customer accounts•Modified customer programming selections and promotes new programs and services•Handle overdue accounts and negotiates payment arrangements•Handle customer complaints and requests and implements proper procedures and resolutions•Troubleshoot system and telecommunication problems

Bachelor Of Science (B.S.), Social Sciences

Collegiate Diploma

High School Diploma