Evan Hughes

Evan Hughes has extensive work experience in customer support and contact center management. Evan started their career in 2006 as a Teleconsultant at Bell, specializing in retention and local win-back campaigns. Evan consistently performed in the top 10 percent and received numerous awards and trips for their outstanding performance.

From 2007 to 2015, Evan worked as a Team Coordinator in Vendor Management at Bell, where they successfully managed cross-functional teams. In 2015, they transitioned to the role of Quality Assurance Manager for loyalty and retention at Bell's inbound sites, where they established a dashboard to share best practices and facilitated executive and operational deep dives.

In 2017, Evan became an Operations Manager for the Vendor team at Bell/Virgin, overseeing loyalty inbound mobility retention campaigns across multiple sites in Canada, Morocco, and the Philippines. Evan mentored operations managers and team leaders, guiding 600 agents in sales growth, KPI improvements, positive customer experience scores, and policy compliance. Evan also facilitated cross-functional teams and implemented process improvements.

In 2022, Evan joined Scene+ as a Senior Contact Center Manager for the Scene Rewards loyalty program. Evan contributed to the improvement of internal and external call center KPI performance, capacity planning, quality control, and process improvements. Evan also served as the main operations point of contact for digital, IT, security, and marketing teams.

Currently, Evan is the Director of Customer Support at The Vets, a leading at-home veterinary service provider. Their responsibilities include leading internal call center support teams, improving call center KPI performance, increasing client satisfaction scores, capacity planning, quality control, implementing new tools, and optimizing performance management. Evan also collaborates with different departments to ensure standard operating procedures align with company goals.

Evan Hughes completed their Bachelor's Degree in Psychology from Western University between 2000 and 2003. In 2005, they pursued a Graduate Course in HR certification at Seneca College of Applied Arts and Technology. Prior to that, between 1996 and 1998, Evan attended Upper Canada College, but there is no information available regarding their degree or field of study during that time.