Kevin Liu

Director of Operations

MoveSmart Rentals

• Overall operational performance of the leasing division (speed, quality, consistency, client experience)
• Execution discipline across teams and handoffs (nothing falls through the cracks)
• SOPs, QA, training reinforcement, and escalation systems that prevent repeat issues
• KPI tracking, performance coaching, and accountability at the leadership level
• Continuous improvement of our CRM pipeline, workflows, automations, and system reliability in partnership with tech
• Budgeting, forecasting, and capacity planning to scale volume without breaking quality

Senior Operations Consultant

Embark Student Corp.

• Reported directly to the Chief Customer Officer
• Led tech-stack integration and transformation: unified desktop, Salesforce + Genesys connector, appointment-booking software integration
• Sourced and deployed AI enhancements for telephony and CRM (co-pilots, bots, auto-attendants, auto-summarisation, predictive routing)
• Built new Power BI dashboards at the department and employee level to track performance against targets
• Built 2025 sales capacity plans to forecast staffing needs against the sales budget
• Built out the sales and service leaders coaching guild (coaching models, disciplinary management, PIP templates)

Director of Operations

Element Fleet Management

• Led a geographically dispersed team of customer-service professionals across a multi-channel contact-centre environment
• Drove improvements to service delivery using Verint, data-driven methods, and Lean Six Sigma
• Owned the annual budget, expenditure scheduling, variance analysis, and corrective actions
• Led 100+ FTE managers and supervisors in a fast-paced, metric-driven remote workforce

Director of Operations

Embark Student Corp.

• Promoted to Director of Operations, adding back-office processing, knowledge base & learning, document management, grants, and a brand-new customer success team to accountabilities
• Implemented new workflows that improved transfer-in onboarding turnaround by 15 days
• Implemented quality controls that improved processing errors by 50%
• Sourced a vendor and rolled out a new knowledgebase system for the company
• Created campaign initiatives across the customer journey, including NPS indicators by stage

Director, Customer Experience

Embark Student Corp.

• Introduced client experience measures: service-level expectations, quality programme, abandon rates, speed of answer, and email turnaround times
• Introduced WFM concepts for forecasting and staffing; delivered company-best SVLs in 2019
• Brought in two new telephony systems, enabling live chat, screen sharing, and co-browsing
• Closed a 25-year outsourcing relationship and insourced all contact centres for $600K annual savings and a CSAT lift
• Introduced NPS to the company: 29% in year one (#2 in RESP industry, 2018) and 53% by 2020
• Created a retention team and delivered $3.1M in first-year retained savings

Manager of Operations – The Shopping Channel

Rogers Communications

• Managed 6 team supervisors and 160 employees across 8 departments
• Redesigned the upsell program, driving YoY revenue from $1.6M (2013) to a $5.1M run-rate (2015)
• Moved 90% of order queues to vendor, reducing OPEX by an average of $2 per call
• Created scorecards across the business aligned to OPEX targets

Associate Director – Retention Operations

Bell

• Led Ontario call-centre teams of 10 team leaders and 200+ non-management employees for Bell Mobility’s Consumer, Small Business, and Corporate Care segments
• Delivered 6% YoY improvement in deact rates and 10% productivity lift
• Improved Virgin Mobile reactive churn by 33% in the first 3 weeks of operations
• Accountable for yearly labour and expense budget of over $14M

Associate Director – Consumer Direct Sales

Bell

• Managed 4 team managers and 200 agents in Consumer direct sales
• Partnered with marketing on pre-sales strategy that delivered a 35% increase in sales
• Led the "hot leads" project to recover dropped calls in the transfer process
• Built and executed the annual direct-channel budget