Ken Stephens Email & Phone Number

Saskatoon, Sk, Ca

Saskatoon, Saskatchewan, Canada

Saskatoon, Saskatchewan, Canada

Saskatoon, Saskatchewan, Canada

Saskatoon, Saskatchewan

Saskatoon, Saskatchewan

Sudbury, Canada

Overall site responsibility for Call Centre Operations and Client Performance for TMS Canada. Partnering with Financial Institutions in Canada to provide a variety of 1st Party services to their card products including Full Customer Service, Card Application processing, Card Activations, Reward Redemptions, Risk Call Center Dispute processing, Collections, Outbound Upsell campaigns, Credit functions & Back Office services.

Montreal, Quebec

Sr. General Manager of Outsourcing Operations responsible for the performance of 5 different departments for Capital One US, including 1st party collections (both English and Spanish departments), 3rd party late stage collections and Customer Fraud protection, with a high over over 600 employees and 5 direct reports. Primary Liason with external Client Relationship Managers. Also assisted other departments with predictive dialer intergration as well as new client program startup.

Overall responsibility for up to 5 different 1st party client programs ranging from 1st party collections to 1st party customer service with a high of over 800 employees. Clients included American Express US, Securus, Discover Card, Sprint & Rogers Canada. Responsible for Program Management of numerous new client program startups. Coordinated activities with both local & Corporate IT. Coordinated 4 local facility expansions to increase available floor space for new client opportunities.… Show more Overall responsibility for up to 5 different 1st party client programs ranging from 1st party collections to 1st party customer service with a high of over 800 employees. Clients included American Express US, Securus, Discover Card, Sprint & Rogers Canada. Responsible for Program Management of numerous new client program startups. Coordinated activities with both local & Corporate IT. Coordinated 4 local facility expansions to increase available floor space for new client opportunities. Also coordinated the expansion to Belleville and Toronto, Ontario. Show less

Direct responsibility for overseeing performance in 1st party & 3rd party collection and client service environnments, spanning 5 separate departments with up to 800 employees.

Branch Manager of the largest office in Canada, responsible for 3rd party contingency collection performance for a variety of clients including government, retail and commercial. Increased staffing and revenues by over 700% through performance results and client expansion.Discovered client reporting error resulting in over $800k in additional revenues.Coordinated 3 separate expansions of office floor space spanning 3 floors and one separate building to meet business growth… Show more Branch Manager of the largest office in Canada, responsible for 3rd party contingency collection performance for a variety of clients including government, retail and commercial. Increased staffing and revenues by over 700% through performance results and client expansion.Discovered client reporting error resulting in over $800k in additional revenues.Coordinated 3 separate expansions of office floor space spanning 3 floors and one separate building to meet business growth requirements. Show less

Branch Manager of the largest office in Canada, responsible for 3rd party contingency collection performance for a variety of clients including government, retail and commercial. Coordinated 3 office expansions to meet the needs of increased business opportunities.

Branch Manager overseeing collection and client service performance for the Alberta Heathcare portfolio. Client liason for local client contacts. Coordinated the installation of the first predictive dialer at FCA.

Direct liason between remote Branch offices and Montreal Head Office. Responsible for the operations team converting all collection staff and client setup for all North American offices from a manual collection environment to an online collection platform. Managed corporate mailroom. Managed the processing of all client new business tapes. Direct liason between Corporate programming department and all branch offices. Setup process to review new collection system applications fromm an operations… Show more Direct liason between remote Branch offices and Montreal Head Office. Responsible for the operations team converting all collection staff and client setup for all North American offices from a manual collection environment to an online collection platform. Managed corporate mailroom. Managed the processing of all client new business tapes. Direct liason between Corporate programming department and all branch offices. Setup process to review new collection system applications fromm an operations perspective before being released to production. Show less