Robert Stephens Email & Phone Number

Brampton, Ontario, Canada

As a Senior Manager at Rogers, I am responsible for leading a team of professionals dedicated to managing Wireline and Data Service Centre operations for our Enterprise Customers. My central focus is on strategic direction and operational excellence. Collaborating closely with my team, I offer guidance and leadership to the management team, strongly emphasizing implementing best practices and optimizing processes. This approach aims to enhance the efficiency and reliability of a broad spectrum… Show more As a Senior Manager at Rogers, I am responsible for leading a team of professionals dedicated to managing Wireline and Data Service Centre operations for our Enterprise Customers. My central focus is on strategic direction and operational excellence. Collaborating closely with my team, I offer guidance and leadership to the management team, strongly emphasizing implementing best practices and optimizing processes. This approach aims to enhance the efficiency and reliability of a broad spectrum of services, including Fibre, Internet, Cable, Cloud, WIFI, and Voice Services, encompassing Tier 1 and Tier 2 support, Incident Management and Change Management. Show less

Brampton

Partner and build relationships with Sales Executives and Strategic C Suite customers generating more than 300M in annual revenueLead and participate in strategic RFP discussionsResponsible for escalation management for EBU most valued customersLead and manage a team of Service Managers locally and virtually to drive positive NPS results, customers satisfaction and revenueResponsible for providing managerial related functions such as setting high-level priorities, communicating… Show more Partner and build relationships with Sales Executives and Strategic C Suite customers generating more than 300M in annual revenueLead and participate in strategic RFP discussionsResponsible for escalation management for EBU most valued customersLead and manage a team of Service Managers locally and virtually to drive positive NPS results, customers satisfaction and revenueResponsible for providing managerial related functions such as setting high-level priorities, communicating vision, conducting and approving performance reviews, build budget and manage to targets Show less

Brampton

Responsible for the service management experience for RBS Customers.Manage a Team of National Service Managers who primary responsibility is maintaining the relationship of strategic business customers from a operational and customer experience.Manage a Team of Incident Managers who main function is to manage the Major Incident process. In addition to this critical task the Incident Management Team ensures all Incidents progress and help drive escalation and… Show more Responsible for the service management experience for RBS Customers.Manage a Team of National Service Managers who primary responsibility is maintaining the relationship of strategic business customers from a operational and customer experience.Manage a Team of Incident Managers who main function is to manage the Major Incident process. In addition to this critical task the Incident Management Team ensures all Incidents progress and help drive escalation and resolution.Represent Operations in all key projects and initiatives acting as the subject matter expert for the service assurance teams. Show less

Repeatedly promoted during 14-year tenure with Rogers Communications, culminating in currentresponsibility for the day to day operations of the Data Service Centre as well as the planning the futuremode of operations.Implemented process improvements which accommodated increasing responsibilities necessitated bystaff reductions.Manage escalated issues from internal and external customers as well as vendors 24/7.Worked with vendors to ensure processes were efficient and… Show more Repeatedly promoted during 14-year tenure with Rogers Communications, culminating in currentresponsibility for the day to day operations of the Data Service Centre as well as the planning the futuremode of operations.Implemented process improvements which accommodated increasing responsibilities necessitated bystaff reductions.Manage escalated issues from internal and external customers as well as vendors 24/7.Worked with vendors to ensure processes were efficient and that the MTTR (mean time to repair) was attained.Attend customer meetings and implement service improvement plans to ensure that all customertargets were achieved.Ensure that the technical knowledge of the team remains current with the evolving technologies. Show less

Manage day to day call centre operations.Monitor the call quality for call centre representatives.Implement quality enhancement processes and procedures within the call centre, using employee testingand up-training as required.Deliver employee reviews and develop career development with the employee.