Steve is an experienced operations leader who oversees FedPoint’s contact centers for government contracts, Property & Casualty Insurance licensed agents supporting retail contracts, Contact Center Support Services (IVR admin, data analysis & reporting, and training), and external small-business vendor relationships that support these functions. Steve is accountable for leading an engaged client service team, which delivers world-class Customer Satisfaction and support to our valued customers. In 2024, Steve led the 2024 Customer Experience Transformation (CXT) which improved Customer Satisfaction (CSAT) to 98.35% (40% of callers responded to the survey), and IVR containment from 28.5% to 33.9%.In 2022 his team successfully migrated telephony platform to NICE CXOne FedRAMP Cloud in 5 month sprint.
Prior to joining FedPoint, Steve was Vice President of Operations for John Hancock’s retirement business. Steve’s breadth of experience is wide. During his 20+ years in financial services and insurance industries, he has led successful teams in operations, project delivery, IT, and contact center transformation. He transformed John Hancock RPS Operations from a paper-based to a digital, customer-centric organization, using robotics, digital documents, and e-signature, and led the M&A Integration of the New York Life Retirement Plan business into John Hancock: Successfully on-boarded 450+ employees; created a new trust company; established a new office location in NJ; migrated IT infrastructure to Azure cloud; and retained 98% of customer assets during 18-month timeframe. Due to successful NYL RPS integration, JH RPS was recognized for “Deal of the Year” in 2016 by Mutual Fund Industry Awards.
Steve received his bachelor’s degree with honors in business studies from Robert Gordon University in Aberdeen, Scotland. He was FINRA series 6, 63, 65 licensed for 18 years, and is currently licensed for Property and Casualty insurance.