Kevin P. Williams Email & Phone Number

Greater Toronto Area, Canada

Customer Experience Champion and Hearing Care Advocate

Toronto, Canada Area

This role is mandated to Champion the cause of Customer Experience through Voice of the Customer, Net Promoter Score and Employee Engagement on every level in order to increase Customer Satisfaction and Loyalty. Also includes leadership of the Customer Satisfaction, Customer Loyalty, Customer Welcome Teams and business ownership of the MyRicoh.ca customer self service portal.

Coached and mentored a newly appointed Director, Customer Care, Management team and Customer Care Professionals.Implemented “FISH” philosophy program within customer care to improve employee morale, increase accountability and provide recognition and rewards based on performance.Identified and documented, with subject matter experts, the top 25 standard operating procedures for process improvement.Provided recommendations for a unified contact center platform and future CRM platform.Wrote a detailed business plan aligning the customer care department to Brink’s corporate “PATH TO 2015”.Utilized DDI card sort to develop core competency profiles for all customer care positions to improve hiring and candidate selection process.

Globalstar is the world’s largest provider of mobile satellite voice and data services to commercial customers and recreational users.This role included integration of international operations, identifying cost savings and revenue generating opportunities through customer retention, negotiation of contracts and automation of process while ensuring customer satisfaction was increased.

Ensured the successful consolidation and operation of North American and European customer operations into customer operations department servicing both markets.

Specifically hired to develop end to end customer operations and technical support services to ensure successful commercial launch of start-up mobile satellite services company within the Canadian market.

Mobility Canada was a collaborative effort of regional mobility carriers with the mandate to increase national sales and provide competitive advantages against Cantel.This role focused on executing the strategic direction of National Sales and Customer Service through pricing initiatives, customer research, lead generation and the facilitation of Executive meetings amongst the mobility carriers.

Managed daily operation of the Corporate Activation team and Activation help desk.Communications prime with sales and marketing for all pricing, promotion, policy and procedural changes impacting the Activation team.Developed career, coaching and performance improvement plans as required for a staff of 25 activation representatives.

Business Administration - Marketing

Activities and Societies: President - George Brown American Marketing Association Collegiate Chapter.

Education record