Richard is the Senior Vice President of Operations for Citi Retail Services. In this role, Richard is responsible for driving increased customer self-service and engagement. Focusing strongly on Citi’s Interactive Voice Response (IVR) application, Richard has driven new digital technologies, application redesign and cutting edge features for Citi Retail Services’ 30 million customers.
Having joined Citi in 2006 Richard has held a number of progressively senior roles, including those in which he has been responsible for the customer care contact centre as well as the development and implementation for global wealth management servicing strategies. Prior to his current role, Richard managed the Citi Retail Services offshore strategy and team.
Before coming to Citi, Richard was the Director of Small and Medium Business call centers for Bell Canada. In that position, his focus was on the company’s inbound and outbound business sales & servicing activity. In addition he was also responsible for the collections call centers and developing and implementing an inside sales & relationship management team for larger market businesses.
Previously, Richard worked in operations for a diversity of companies including Teleperformance Canada, Fidelity Investments and ClientLogic.
Richard holds a Bachelors of Arts degree from York University in Toronto and a Masters of Business Administration from Queen’s University in Kingston, Ontario. He lives in Vaughan, Ontario, with his wife and three children.
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