Ron Robichaud Email & Phone Number

Toronto, Ontario, Canada

Overseeing a great team that handles special discounts for the Rogers communications teams, in addition to many other responsibilities. A very busy, fun grout of individuals that I’m lucky to be working with.

Toronto, Canada Area

Managing the performance of outsource vendors.

333 Bloor St E

• Responsible for overseeing various projects that are running in the call centre with the intention of improving performance.•I am the subject matter expert for all call centre processes for the Maestro and EDW projects.•Work closely with our IT groups (EAI, SGI, V21 and ICM) to resolve system issues that are impacting our customers•Problem solve to understand why issues arise, such as billing issues and work to resolve these issues •Act as department lead on several ongoing projects; Project Blue, Project Walkin’ (Genesys project) •Develop a monthly coaching package that our Call centre Managers present to their teams that provides an overview of new processes, or products •Updating the business continuity plan, and pandemic planning for the Credit Operations call centre

333 Bloor St E

• Responsible for managing 10 Team Managers, and overseeing call centre employees responsible for over $1B in collections from multiple lines of business.• Overseeing the call centre service levels and department compliance to our call quality program • Manage the operating budget, monitoring key metrics to improve cost effectiveness• Ensuring a productive work environment by managing absenteeism, trainingand other key working conditions• Team development; Ensuring that our Managers coached our employees to our call centre metric targets including AHT (AWT + talk time), call quality results • I work with support teams to enhance collection strategy performance and ensure a positive customer experience through quality programs designed for the centre.• Implemented initiatives to achieve corporate objectives as outlined in the AR Operating plan• Responsible for the recruitment process for several positions within the department

333 Bloor St E

•I was responsible for the performance of 12 Non Pay Contracting companies (external vendors) located throughout Ontario and Eastern Canada.•Put together the Annual budget for the Nonpay contractors, including resolution rate targets, and operating expenses•Managed the vendor relationship with the 12 companies, responsible for $60M collections annually while balancing a positive customer experience.• Acted as the single point of contact to resolve technical issues, and coordinated access to our billing systems through the citrix mainframe•Was a part of the process to update our Nonpay contracts to align with the master service agreement• I performed regular audits, both over the phone and in person, and “ride along’s” to build a stronger relationship between Rogers and the vendor• Provided monthly summaries on contractor performance• Trained our contractors for our billing systems, and intro to new products and services• Resolved any customer issues with our vendors

777 Bay St

• I was the lead project manager in completing the call centre move from our 777 Bay St location to 333 Bloor St which involved over 300 employees• Leading and managing concurrent projects within the call centre to help improve performance• Worked closely with the Team Managers to create incentives within the call centre to drive performance

Toronto, Ontario, Canada

Hr Management Certificate, Human Resource Management

Activities and Societies: Human Resource Management certificate programHuman Resource Management.

Education record