Richard Cote Email & Phone Number

Calgary, AB, CA

Calgary, AB, CA

Calgary, Alberta, Canada

• Consult on customer experience and change management, driving a shift from a government-centric to a customer-centric approach and enhancing communication and service for over 550,000 assessments and tax notices.
• Spearheaded the creation and development of the Assessment & Tax 2024 – 2026 Transforming Customer Experience strategy to reimagine and transform the business unit’s service delivery.
• Developed and implemented a comprehensive contact centre strategy, using in-depth analysis and working cross functionally, that saved 6500+ hours of logged in phone time while maintaining phone service levels over 90%.
• Headed the Assessmentbot project that analyzed, redeveloped, and enhanced the Assessment automated chatbot and improved the customer experience resolution rate from 9% to over 80%.
• Facilitate Customer Strategy planning and processes including the establishment of key metrics, goals, objectives, key performance indicators, and benchmarks

Calgary, Alberta, Canada

• Strategized on change management and service improvement activities for a 52-person call center, including 3 Assistant Managers, supporting up to 2,000 patient appointment calls daily for a multi-site radiology medical.
• Developed and spearheaded project plan of 182 key initiatives grouped into 4 improvement areas (people, process, technology, and facility) that focused on enhancing the customer experience and call centre operations.
• Redesigned phone system & processes to increase phone service level from 31% to 80%, reduce abandonment rate from 17% to 2%, improved speed of answer from 67 seconds to 15 seconds and decreased dropped call rate 55%.
• Worked collaboratively with internal and external partners to ensure efficient and effective service delivery, and compliance with regulatory requirements, manage and mitigate significant financial, legal, and.

Calgary, Canada Area

• Championed transformational projects and optimized operations, significantly improving customer experience. Directed activities of 182 employees across 9 global sites in a $1 billion industrial and retail supply.
• Headed the Post-Acquisition Transformational Project that centralized Customer Support Operations into a consolidated site; increasing organizational efficiency and yielded $3.4 million in annual savings.
• Designed electronic order entry strategy that included the development of self-serve web store and electronic data interchange for touchless order acceptance; efforts yielded a zero increase in headcount, saving.
• Established customer experience standardization through rigorous procedures, detailed process knowledge, and baseline metrics, facilitating effective service analysis and improvement.

Calgary, Canada Area

• Spearheaded highly successful electronic order entry programs; expanded usage from 0% to 43% providing $1 million in cost avoidance, and increased service to major distributor customers.
• Drove return material authorization (RMA) process enhancements; efforts resulted in improved turnaround time and reduced corporate cost of poor quality by $5.5 million.
• Boosted time-to-customer requested delivery from 82% to 97% by executing multiple high impact cross-functional engagement projects.

Calgary, Alberta, Canada

• Directed 8 Medical Clinic Managers and 3 Administrative Staff in delivering business services to 80+ doctors across 6 clinics, optimizing operational efficiency and service quality.
• Managed profit & loss responsibilities, driving earnings growth from $150K to $750K through strategic contract negotiations and process standardization.

Calgary, Canada Area

• Strategically managed the international Customer Service Department and Technical Service Workshops, overseeing a global team of 45 across England, Singapore, China, Australia, the US/Canada, and Brazil.
• Implemented SalesLogix CRM, significantly enhancing customer experience and boosting corporate revenues.
• Developed a strategy to expand localized sales and service support in key global markets, delivering exceptional customer service.

Calgary, Canada Area

• Spearheaded the creation of a customer-focused culture, boosting sales and profitability with service-driven strategies, and excelled in managing team performance, operational efficiency, and compliance. Enhanced.
• Honored recipient of the Manager of the Year Award (2000) & Store of the Year Award (1996).
• Directed store profitability through strategic planning and execution of key priorities.

Calgary, Canada Area

Consistently met P&L and sales targets by executing strategic business plans and maintaining high operational standards. Led and motivated a team to enhance customer experiences, recruited top talent, adapted to competitive market conditions, and accomplished key head office business strategies while capitalizing on business assets.

Project Management Extension Certificate, A+

This program equipped me with the knowledge, skills, tools, and techniques to achieve project objectives and meet requirements. Courses.

Certification, Change Management

This program provided the knowledge, skills, tools, and techniques to achieve project objectives and meet project requirements. Courses.

W.P. Carey School Of Business, W. P. Carey Certificate In Customer Experience

This program provided the knowledge, skills, and techniques needed to enhance customer experience, covering the following areas: •How to.

Certificate, Photography

This certificate program covered the tools, techniques, and craft of photography. It included learning how to use aperture, shutter speed.

Green Belt

Lean Six Sigma Green Belt certified, with a focus on reducing waste, variability, and defects to improve processes and increase.

Bachelor'S Degree, Political Science