Stephen Rivers Email & Phone Number

Ontario, Canada

Ottawa, Ontario, Canada

Overall responsibility for the Operational Experience of all of Central 1's clients. Develop and expand partnerships with Central 1 clients to better understand their needs and implement their business plans to better serve their Members and Customers. Empower the Delivery & Support teams at Central 1 to provide next level service for our Credit Union and.

Mississauga, Ontario; Vancouver BC

Directing the overall service and support processes, workflow, developing and overseeing quality assurance standards, ensuring technology is integrated to work at optimum efficiency, establishing and ensuring compliance with policies and procedures and security standards for the Client & Product Support contact center.Corporate Incident Manager.

Joined the team in August of 2008, and successfully improved the customer interaction process by merging the departmentalized in house model into a cohesive Contact Centre Unit required to properly engage the modern consumer. Overhead costs were reduced by 35%, with a significant improvement in efficiencies and customer satisfaction.

Responsible for all facets of a 228 Seat, 24x7 Facility with annual revenues of $12 Million+ 350 Agents, 35 Support Staff; 8% Monthly Attrition, 100 Staff with tenure in excess of 5 years; 67% O/B, 33% I/B, 6 Clients on 12 different projects 9 years experience managing in Unionized Facility Negotiated Collective Agreements for 2004 and 2006. Managed.