Steve is a 30+ year BPO industry leader with executive experience with leading BPO companies and on transformational client solutions. Steve has held executive positions at Convergys, SITEL, and UnitedHealth Group. His company SKWeston & Company, LLC, in Partnership with EPIC Connections, provides global consulting in developing Operational Strategic Plans. Steve is regularly interviewed by Wall Street Analysts, offering his insight into major market moves in the Contact Center Cloud and M&A world. Steve provides expertise to nations in the developing stages of providing outsourcing strategies. He has also been a healthcare strategic advisor to the Republic of Georgia and Singapore.
While at Convergys, Steve launched and led the company’s consulting group while supporting clients such as CIGNA, Walgreens and Cardinal Health. In addition, Steve led and implemented a Uniform Transformational strategy for Master Card, which included operational effectiveness, multi-level omni channel effectiveness and outsourcing strategies.
Steve led a vast array of strategic and operational optimization engagements with AirCanada, Baylor Scott & White Health, BJ’s Wholesale Club, Crescent Bank & Trust, DermOne, Dialog Direct, iQor, Jones Lang LaSalle, Lincoln Financial, Lutron Electronics, McKesson, NORC at University of Chicago and TELUS International. With each of these accounts, Steve led and implemented transformational strategies, with the goal of uniforming the customer experience across all Contact Centers around the globe as well as Omni Channel. Specifically, omni channel strategies included Speech IVR, Web, Email, SMS, Chat and most recently introduced the utilization of Avatars and AI for Emails, Web and Web Chat. The results in each of these transformation projects have led to higher NPS/CSAT scores, increased self-service utilization rates, and decreased handle time within each Omni Channel. Most importantly, these strategies have resulted in increased capacity at each Contact Center to address high value calls.
Steve has been a member of Whittier College Board of Trustees for 20+ years. In 2012 he was asked to head the Whittier College Alumni Association Board and over the course of 5 years the Board has been revitalized and now works to engage alumni all over the globe. Steve is a graduate of Whittier College with a BA in Political Science.