Robert Stephens

Robert Stephens Email and Phone Number

Senior Manager Wireline Service Assurance: Elevating Service Excellence, Driving Exceptional Customer Experiences, and Fostering Employee Engagement @ Rogers Communications
toronto, ontario, canada
Robert Stephens's Location
Brampton, Ontario, Canada, Canada
Robert Stephens's Contact Details

Robert Stephens personal email

n/a
About Robert Stephens

Robert Stephens is a Senior Manager Wireline Service Assurance: Elevating Service Excellence, Driving Exceptional Customer Experiences, and Fostering Employee Engagement at Rogers Communications. He possess expertise in call centers, process improvement, management, project planning, customer service and 22 more skills.

Robert Stephens's Current Company Details
Rogers Communications

Rogers Communications

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Senior Manager Wireline Service Assurance: Elevating Service Excellence, Driving Exceptional Customer Experiences, and Fostering Employee Engagement
toronto, ontario, canada
Website:
rogers.com
Employees:
22143
Robert Stephens Work Experience Details
  • Rogers Communications
    Sr Manager, Wireline Assurance, Incident And Change Management
    Rogers Communications Aug 2023 - Present
    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
    View
  • Rogers Communications
    Sr. Manager Enterprise Service Management
    Rogers Communications Jun 2016 - Present
    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
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  • Rogers Communications
    Manager, Operations Support
    Rogers Communications May 2013 - Jun 2016
    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
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  • Rogers Communications
    Operations Manager Data Service Centre
    Rogers Communications Jun 2004 - May 2013
    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
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  • Rogers Communications
    Supervisor Enterprise Customer Care
    Rogers Communications Jan 2000 - Jan 2004
    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.
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  • Rogers Communications
    Senior Technical Analyst
    Rogers Communications Jan 1999 - Jan 2000
    View
  • Rogers Communications
    Customer Care Representative
    Rogers Communications Aug 1997 - Jan 1999
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Robert Stephens Skills

Call Centers Process Improvement Management Project Planning Customer Service Testing Quality Management Time Management Telecommunications Customer Experience Vendor Management Wireless Operations Management Team Leadership Contact Centers Mpls Service Delivery Wireless Technologies Voip Business Process Improvement Troubleshooting Ip Crm Internet Protocol Customer Satisfaction Voice Over Ip Multiprotocol Label Switching

Frequently Asked Questions about Robert Stephens

What company does Robert Stephens work for?

Robert Stephens works for Rogers Communications

What is Robert Stephens's role at the current company?

Robert Stephens's current role is Senior Manager Wireline Service Assurance: Elevating Service Excellence, Driving Exceptional Customer Experiences, and Fostering Employee Engagement.

What is Robert Stephens's email address?

Robert Stephens's email address is ro****@****ers.com

What are some of Robert Stephens's interests?

Robert Stephens has interest in Children.

What skills is Robert Stephens known for?

Robert Stephens has skills like Call Centers, Process Improvement, Management, Project Planning, Customer Service, Testing, Quality Management, Time Management, Telecommunications, Customer Experience, Vendor Management, Wireless.

Who are Robert Stephens's colleagues?

Robert Stephens's colleagues are Larry Petropoulos, Uma P., Kareen Smith, Ruby Rayhani, Rafael Osorio, Laura Howe, Kumaran Ramasamy.

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