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Stephen Pervan is listed as SERVICE DESK MANAGER **Free Agent** based in Abbotsford, British Columbia, Canada. AeroLeads shows phone signal with area code 289 and a matched LinkedIn profile for Stephen Pervan.
Stephen Pervan previously worked as American Express Centurion Concierge at Aspire Lifestyles (American Express) and Cogeco Cable Technical Support Analyst at Dependableit (Cogeco Cable). Stephen Pervan holds Bachelor Of Arts (B.A.), Psychology from The University Of British Columbia / Ubc.
20 years of successful solution experience to verticals including Hospitality, Retail, Automotive, Banking & Telecommunications. Excelled in progressive roles from Service Desk Support, Corporate Training, Operations, Account & Vendor management, Project management, Solutions Architect, Consulting to Service Desk Expert.A proven leader and team builder who focuses on delivering value solutions through a hands on, strategic, metrics driven, humanistic approach. Extensive industry knowledge and understanding of how to leverage people, processes and technology to achieve desired business outcomes.Using strong communication skills and pragmatic techniques to drive profitable and sustainable growth in small, mid-sized and large Contact Center Operations.
Listed skills include Training, Management, Customer Satisfaction, Team Leadership, and 27 others.
A career timeline built from the work history available for this profile.
Greater Toronto Area
Provided world-class, white-glove concierge service for US Centurion & Platinum Business, Corporate & Consumer Cards.
Hamilton Ontario
Provided technical support (Cable, Phone, Internet & TIVO) in a fast-paced service desk for residential cliental.
Oakville Ontario
Managed three 24/7/365 bilingual, technical, mission critical Service Desk's (Corporate, Distribution & Restaurant) across multiple sites throughout North American. Successfully facilitated seamless transition of outsourced restaurant technical support to corporate office. Oversaw incident, problem, and service-level management. Demonstrated change and asset management expertise. Modeled, built and maintained call flow in a multi-queue, skills-based environment. Recruited, hired, trained, scheduled, and coached staff. Managed escalations, budget, quality assurance, SLA's, KPI's and SOP's. Monitored and managed escalated clients and issues related to Restaurants, Distribution, Corporate users and Stakeholders, ensuring all service-related or product issues were successfully resolved. Provided technical support based on budget, forecasting, and FTE requirements. Communicated sensitive and timely IT-related information to all corporate staff. Key Accomplishments:• Led and implemented ITIL Incident, Problem & Service Level Management.• Restructured outsourced service desk operations to in-house Canadian-based support to ensure support staff operated successfully within the Tim Hortons environment, culture and adhered to all policies and procedures. This resulted in improved customer service quality and decreased support staff operating cost.• Decreased Help Desk wait time for in-bound clients 90% by implementing a reporting structure to keep staff informed of wait times and successfully enforced standards and goals through training, continued career development and leadership skills.• Provided employee cross-training to expand overall knowledge-base and increase production.• Established and maintained Quality Assurance program for support staff.• Increased functionality of ticket support system, maximizing efficiency of managing incidents and client issues.
Hamilton Ontario
Led large, technical and customer support tri-lingual lines of business consisting of 150 staff and 7 direct reports in an outsourcing role for Nissan. Maintained FTE financial targets across all business lines. Enhanced Team Supervisors’ overall performance through coaching and development of effective program management strategies, including formal performance evaluations, real-time scheduling, adherence and quality management. Key Accomplishments:• Executed successful move of Nissan Canada customer service and technical support from Nissan Canada to Aditya Birla Minacs.• Achieved 30% profit margin by optimizing schedule and ensuring maximum support efficiency, utilizing analytical skills to monitor in-bound call volume, required staffing, revenue and FTE cost.
Vancouver, Canada Area
Spearheaded team of technical support staff in a 24/7/365 'Always Open' environment and managed 9 Supervisors. Developed, measured and improved all standards and processes for successful department operations. Coached, mentored, evaluated and improved skill set of department senior staff. Liaised and managed relationships with corporate clients and 50+ business partners across North America and offices world-wide. Performed project and budget management, forecasting and departmental PnL.Key Accomplishments:• Provided conflict management to maintain control of escalated in-bound calls with increased customer service.• Consistently achieved wait time, handle time, open call, call quality, CSAT, and budget metric goals.• Increased tenure length of staff from an average of 6 months to 36 months. This was done by creating a healthy, learning-focused, can-do, respectful and positive culture.
North Vancouver, Canada
Managed high-end English Restaurant Style Pub in upscale neighbourhood at the top of the North ShoreDeveloped highly successful Marketing, Sales, Charity and Service campaigns
Vancouver, Canada
• Managed 250 seat upscale night club on Robson Street in downtown Vancouver• Hosted VIP section to upscale international clientele• Liaise with Concierge Manager providing hotel and club guests with every need
Vancouver, Canada
Head bartender at very exclusive 5 STAR hotelProvided VIP and White Glove Service for guests which included Hollywood Elite and World Leaders
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Stephen Pervan is listed as SERVICE DESK MANAGER **Free Agent**.
AeroLeads has found 2 phone signal(s) with area code 289 for Stephen Pervan.
Stephen Pervan is based in Abbotsford, British Columbia, Canada.
Stephen Pervan has worked for Aspire Lifestyles (American Express), Dependableit (Cogeco Cable), Tdl Group Corp. (Tim Hortons Corporate), Aditya Birla Minacs (Nissan Usa / Nissan Canada), and Squirrel Systems.
You can use AeroLeads to view verified contact signals for Stephen Pervan, including work email, phone, and LinkedIn data when available.
Stephen Pervan holds Bachelor Of Arts (B.A.), Psychology from The University Of British Columbia / Ubc.
Stephen Pervan is listed with skills including Training, Management, Customer Satisfaction, Team Leadership, Itil, Team Building, Call Centers, and Project Management.
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