Steve is a customer experience and service operations executive who knows how to empower customer facing functions across multiple channels to successfully leverage the full value of their customer interactions. With over 25 years of senior leadership experience in running call centre operations, customer service, and customer experience functions for major national organizations, Steve understands how to develop and align departmental strategies in support of company business objectives, in order to achieve exceptional results.
Steve’s experience spans a range of industries, from telecommunications to package delivery to financial services. He most recently served as VP of Canadian Contact Centres for Manulife Canada, where he provided leadership and guidance in development of a detailed transition plan for a large-scale business transformation project. Prior to that he was VP Customer Service for Canada Post, where he led a multi-year departmental transformation to dramatically increase competitive performance through the introduction of new business structures, upgraded system capabilities, and operational enhancements. He also held a number of executive roles with Rogers Communications in support of contact centres, customer service, sales support, and customer experience functions, as well as senior management operational roles at Bell Canada.
Steve believes that truly engaged employees are the foundation for building great customer experiences, and he has worked closely with operational teams in multiple scenarios to develop and support the employee engagement required to deliver effective change management and high-performance output.
He lives in Thornhill with his wife and family.