Steven Hutcheon
Delivering world-class customer experience by helping customers get what they need, before they need to talk to someone.
- Role
- Director of Client Services at FedPoint
- Location
- Portsmouth, NH, US
- LinkedIn followers
- 500 followers
About Steven Hutcheon
Experienced executive and leader with a background in business strategy and accelerating execution and a strong focus on customer service. Consistent success implementing transformation initiatives, improving customer-centric experience, and delivering strong results. Focus on developing high-performing, agile teams, and creating a culture of excellence, innovation, and learning.I enjoy improving customer experience, by understanding what customers want, then making their interactions simpler by improving automation and digitization.Over the course of my career, I have had the opportunity to work in a variety of different businesses and roles, including: developing and executing business strategy; delivering large scale projects and programs; and leading digitization and automation improvements. I have gained knowledge of emerging technologies, digital capabilities, data enablement, and scaled agile framework. I am a proactive, self-directed, and experienced leader of innovation, transformation, and change. I analyze data and information, then use the results to recommend and drive improvements. I have strong financial acumen, and I have proven success in developing strategy, creating roadmaps, and using KPIs to measure success.Feel free to connect with me on LinkedIn.
Experience
Director of Client Services
Jan 2021 — Present · Portsmouth, NH, US
Responsible for omni-channel contact centers supporting Federal employees, retirees, and uniformed services, and Retail Insurance customers. Accountable for transforming and improving customer experience.Scalable 20x annual increase of contact center headcount to support voluntary benefits annual enrollment- Work with contact center vendors to ensure workers receive fair wages and benefits under Service Contract Act (SCA)- Designated Responsible Licensed Producer (DRLP) for Property & Casualty (P&C) lines of business.
Education
Robert Gordon University
BA (Hons), Business Administration
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