Glen Lovas

Background

About Glen Lovas

Throughout my 15+-year career in the telecommunications industry, I have been recognized for driving exceptional customer service delivery. I rapidly progressed within industry-leader TELUS by transforming service delivery and customer solutions operations, accelerating achievement of critical KPIs, enhancing efficiency, and generating superior customer feedback results. With successful tenures as Director, Customer Solutions Delivery and Field Manager, I drove unprecedented results for TELUS. Some of my most notable achievements include: • Sparked KPI improvement and lifted efficiency results from lowest in BC and Alberta to among the highest. • Achieved high 5-Star customer feedback ratings and the best loading factor (118%) among any team director in Western Canada. • Generated $700k in savings within 2 months. • Resolved a call center system error that grossly misallocated time to technicians for installations I’m a financially astute manager with adept P&L control of budgets of up to $27M and a history of implementing process changes and cost-savings measures. My solid background in customer service and sales training has enabled me to cultivate high-performance teams with employee engagement scores of up to 92%. Additionally, I’m a polished communicator with a record of facilitating training sessions for up to 750 people, and garnering consensus among cross-functional groups. I’m always happy to connect with other Customer Service/Experience leaders, so please contact me here or by email at: glen.lovas@telus.net. Specialties: Customer Service Delivery, Contact Center Operations, Regional Field Service Delivery, Sales Training, Project Management, and P&L Management.