Ryan Chong Email and Phone Number
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I am a seasoned digital professional who is driven by the pursuit of combining business objectives &customer needs with technology to create the ultimate customer experience. Geek that moves mountains to innovate and drive results.
Rogers Communications
View- Website:
- rogers.com
- Employees:
- 28543
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Sr. Director Digital Service And SupportRogers CommunicationsMarkham, On, Ca
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Sr. Director Digital Service & SupportRogers Communications Mar 2023 - PresentToronto, Ontario, Ca• Lead Virtual Assistant program to build performance of chat, messaging, voice bots & agent assistive technology. • Manage the Digital Channels for Self Service & Support across the Digital eco-system of web, mobile apps and 3rd party platforms
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Director, Digital Support & Va (Virtual Assistants)Rogers Communications Oct 2019 - Mar 2023Toronto, Ontario, Ca•Improved performance of the Virtual Assistant (Chat Bot) program to exceed operational efficiency targets•Defined a new digital support strategy and executed transformation to significantly reduce operational costs•Lead creation of new value model to translate efforts across Digital to impact to budget
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Director, Digital Self ServiceRogers Communications Jul 2017 - Oct 2019Toronto, Ontario, Ca•Lead high performing Digital Product Managers across multiple cities and teams into a collaborative and highly engaged department•Worked across company divisions to create and execute a joint digital road-map for self-service that spans across multiple platforms and supports multiple lines of business•Successfully blended work-streams operating in different methodologies (agile, waterfall & hybrid)•Improved MyRogers & Fido My Account apps from 1.5 to 4+ star ratings across iOS & Android stores•Lead Digital component of key projects across the company and how they come to life across website, app and digital eco-system•Evolved Digital Service products into highest volume touch-points with leading customer satisfaction•Lead in-flight chat bot program to market launch and operations
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Senior Manager, Mobile Consumer Digital ChannelsRogers Communications Sep 2014 - Jul 2017Toronto, Ontario, Ca•Lead rebuild of My Rogers and Fido My Account Apps from project inception, business case development, technology selection, design, development through to deployment and maintenance.•Managed Digital Product owners and responsible for team with over 30 Technology Professionals •Coached direct & non-direct report team members into a collaborative unit.•Responsible for the launch of Roam Like Home product’s mobile optimized website, which encompasses the full customer enrollment experience and real-time customer support. Emerged as the Travel category’s top digital conversion channel.•Lead a continuous improvement by agile work stream with a focus on adding customer-centric features.•Spear headed transition of the product development from Waterfall methodology to Agile.•Partnered with UXD teams to create best in class user experiences across iOS & Android devices.
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Manager, Mobile StrategyRogers Communications Sep 2013 - Sep 2014Toronto, Ontario, Ca•Transformed My Rogers app from early days of serving a single product into the go-to digital channel for support on Rogers full suite of products & services.•Built the strategy for Rogers mobile optimized website. Evolved from a restrictive platform to responsive web/mobile design for improved customer experience across all screens.•Managed the road map for the My Rogers app.
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Experience Manager, Strategy - Self ServeRogers Communications Oct 2010 - Sep 2013Toronto, Ontario, Ca•Lead multiple projects to build self-service functionality & increase adoption•Accountable for wireless self-service portfolio. •Transformed e-mail confirmation portfolio to be mobile friendly and consistent across service channels.
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Senior Process AnalystRogers Communications Oct 2007 - Nov 2010Toronto, Ontario, Ca•Reported on metrics to an executive audience•Deep analysis of factors impacting company KPIs•Ran continuous improvement projects to reduce operational costs
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Rogers Business Solutions Technical Support ConsultantRogers Communications Oct 2001 - Oct 2007Toronto, Ontario, Ca
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Canon Canada RepresentativeThe Alea Group Inc 1998 - 2001•Demonstrated Canon Products at a retail level to increase sales•Trained and evaluated store employees
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Data Entry ClerkThe Karom Group 1999 - 2000
Ryan Chong Skills
Ryan Chong Education Details
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Mcmaster UniversityDigital Transformation -
George Brown CollegeInformation Systems
Frequently Asked Questions about Ryan Chong
What company does Ryan Chong work for?
Ryan Chong works for Rogers Communications
What is Ryan Chong's role at the current company?
Ryan Chong's current role is Sr. Director Digital Service and Support.
What is Ryan Chong's email address?
Ryan Chong's email address is ry****@****ers.com
What is Ryan Chong's direct phone number?
Ryan Chong's direct phone number is +141693*****
What schools did Ryan Chong attend?
Ryan Chong attended Mcmaster University, George Brown College.
What skills is Ryan Chong known for?
Ryan Chong has skills like Telecommunications, Cross Functional Team Leadership, Customer Experience, Mobile Devices, Strategy, Vendor Management, Product Management, Business Analysis, Leadership, Digital Transformation, Management, Wireless.
Who are Ryan Chong's colleagues?
Ryan Chong's colleagues are Jarlaxle Dodman, Sean Newton, Whit Huang, Zeerak Sajid, Himja Ray, Gurwinder S., Brandan Dietrich.
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