Steven Wickens

Supervisor – Special Services

542 followers

Canada

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Timeline
About me
Director, Customer Success
Education
- Humber College
  -
  Ontario Management Development Program (OMDP Diploma
- Sheridan College
  -
  CITT Logistics, Materials, and Supply Chain Management
Experience
- Brinks Canada
  Jan 1996 - Jan 1999
  Supervisor – Special Services
- HUNTER DOUGLAS
  Jan 1999 - Jan 2000
  Production Supervisor
- Enbridge
  Jan 2000 - Jan 2002
  Manager – Delivery Administration and Customer Care
- Direct Energy
  Jan 2003 - Mar 2009
  Help Tool Development TeamPromoted to Project lead developing a Direct Energy owned intranet Help Tool for distribution across multiple Call Centre vendors and internal business units. Successfully developed and implemented the Help Tool within budget and time lines.Process Reengineering TeamLed a team responsible for engineering the processes and KPI’s required to outsource our call centre operations. Managed the implementation team and delivered the desired results on time and on the targeted KPI’s. Show less
  - Sr. Manager Executive Customer Care
    Jan 2006 - Mar 2009
  - Manager Customer Solutions
    Jan 2005 - Jan 2006
  - Business Analyst
    Jan 2004 - Jan 2005
  - Manager, Sales Operations
    Jan 2003 - Jan 2004
- Rogers Communications Inc.
  Mar 2009 - Dec 2010
  - Sr. Manager Consumer Care
    Nov 2009 - Dec 2010
  - Sr. Manager Operations Customer Care
    Mar 2009 - Nov 2009
- Rogers Communications
  Dec 2010 - May 2022
  - Scrum Master
    Feb 2022 - May 2022
  - Sr. Manager Outlier Management
    Dec 2010 - Feb 2022
- Manulife
  Sept 2022 - now
  Director of Customer Success
Licenses & Certifications
- Scrum Master Certified (SMC)
  Scrum Alliance
  Feb 2022
  View certificate
- Lean Six Sigma Green Belt Certification
  Rogers Communications
  Oct 2016