Steven Tu
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Steven Tu Email & Phone Number

Customer Experience | Customer Success | Issue Management | Project Management | Business Analysis
Location: Greater Toronto Area, Canada, Canada 3 work roles 2 schools
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Role
Customer Experience | Customer Success | Issue Management | Project Management | Business Analysis
Location
Greater Toronto Area, Canada, Canada

Who is Steven Tu? Overview

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Steven Tu is listed as Customer Experience | Customer Success | Issue Management | Project Management | Business Analysis based in Greater Toronto Area, Canada, Canada. AeroLeads shows a matched LinkedIn profile for Steven Tu.

Steven Tu previously worked as Business Analyst at Rogers Communications and Call Centre Quality Assurance Analyst at Rogers Communications. Steven Tu holds Bachelor Of Arts - Ba, Hospitality Administration/Management from Bournemouth University.

Profile bio

About Steven Tu

A highly dynamic specialist with experience in customer experience, issue management, and project management. Successfully delivering customer satisfaction for internal and external customers. An efficient intermediary between customers, stakeholders, and technology delivery in a cross-functional setting. Highly skilled at adjusting to new systems and processes while maintaining a high level of accuracy. A tenacious problem-solver adept at conducting in-depth business research, assessing current trends, and developing strategic reports identifying gaps and creative recommendations to meet future business growth.

3 roles · 17 years

Steven Tu work experience

A career timeline built from the work history available for this profile.

Business Analyst

Rogers Communications

Toronto, Ontario, Canada

  • Developed a SaaS platform with billing, provisioning, and purchasing capabilities for frontline specialists which resulted in lower AHT (Average Handle Time) by 3 minutes on average, higher frontline satisfaction by.
  • Supported the digital transformation of a SaaS platform for frontline specialists in an agile environment, bridging the gap between technical and business partners such as developers, fraud, products, billing, customer.
  • Redesigned the issue management process to simplify the issue reporting process, reducing issue report time by 50% and resolution cycle time by 40%.
2014 - 2022 ~8 yrs

Call Centre Quality Assurance Analyst

Rogers Communications

North York, Ontario, Canada

  • Evaluated call performance of customer service specialists, and documented quality issues and performance measures for management review.
  • Analyzed data, observations, and wrote result summaries to validate deviations from existing standards, recognized call trends, and shared insight with all managers.
2011 - 2014 ~3 yrs

Customer Service Specialist

Rogers Communications

North York, Ontario, Canada

  • Provided excellent customer service for each interaction, resulting in having a compliance score of 100%; increased sales (125%) and customer service experience (100-117%).
2009 - 2011 ~2 yrs
2 education records

Steven Tu education

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What is Steven Tu's role at their current company?

Steven Tu is listed as Customer Experience | Customer Success | Issue Management | Project Management | Business Analysis.

Where is Steven Tu based?

Steven Tu is based in Greater Toronto Area, Canada, Canada.

What companies has Steven Tu worked for?

Steven Tu has worked for Rogers Communications.

How can I contact Steven Tu?

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What schools did Steven Tu attend?

Steven Tu holds Bachelor Of Arts - Ba, Hospitality Administration/Management from Bournemouth University.

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