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Rory Stennett

@rorystennett

Customer experience leader at Rebel.com who raised voice service levels from 19% to 89% and launched AI-enabled quality assurance.

Canada

Message

At Rebel.com, I defined the company’s first enterprise-wide customer experience strategy across voice, chat, email, and AI self-service. I raised voice service levels from 19% to 89%, lifted CSAT above its 80% target, and took a new AI-enabled contact centre platform through migration and go-live without a break in service.

At Remedy Brands Inc. (Riversol), I transformed customer experience into a revenue and profit driver. I deployed AI-powered self-service that automated 30% of email ticket volume and cut response times by 75% while maintaining a 4.7 out of 5 CSAT score.

At the Ministry of Finance and the Public Service, I established its first dedicated Customer Service Branch and introduced new digital service channels. I also designed the Ministry’s front office, which won the national award for Best Front-Office in Government.

At eGov Jamaica Limited, I developed an ITIL-standard major incident process that shortened average incident duration by 40%. Earlier, at Cable and Wireless (LIME), I worked across customer journeys and service standards, including a program that trimmed average customer wait times by 30%.

Experience

Work history, roles, and key accomplishments

Director, Customer Experience

Rebel.com

Dec 2025 - Sep 2026 (9 months)

Led the customer experience function across voice, chat, AI self-service, knowledge, and quality for three brands. Drove an operational turnaround, improving voice service level from 19% to 89% and reducing chat average speed of answer from 16 minutes to 6 seconds.

Customer Experience Strategy Omnichannel Customer Engagement Zendesk Zoom Contact Center AI Powered Self Service Quality Assurance CSAT NPS Workforce Management Vendor Management Change Management ITIL

Customer Experience Manager

Remedy Brands Inc. (Riversol)

Aug 2024 - May 2025 (9 months)

Transformed CX into a revenue driver, with contact centre sales growth outpacing the company. Deployed AI-powered self-service that automated 30% of email ticket volume and cut response times by 75% while sustaining high CSAT.

Customer Experience AI Powered Self Service Email Automation CSAT Training Standard Operating Procedures Strategic Planning

Director, Customer Service

Ministry of Finance and the Public Service

Jul 2020 - Jun 2024 (3 years 11 months)

Established the Ministry's first dedicated Customer Service Branch from scratch, scaling it into a nationally recognized centre of excellence. Implemented technology for all channels and launched new digital service channels, achieving 80% CSAT and reducing call abandonment by 50%.

Customer Service Contact Centres Qmatic ManageEngine Avaya Digital Channels CSAT Service Catalogue ITIL Prosci Methodology Change Management

Manager, Technical Support and Service Delivery

eGov Jamaica Limited

Dec 2017 - Jun 2020 (2 years 6 months)

Developed major incident process to ITIL standards, shortening average major-incident duration by 40%. Managed a USD $900,000 annual budget and championed ITIL adoption, including selecting and standing up an on-premise Cisco contact centre platform.

ITIL Incident Management ITSM Budget Management Vendor Management Cisco Contact Center Change Management

Manager, Program Results and Product Owner

Medullan, Inc. (now ZS Medullan)

Aug 2015 - Nov 2017 (2 years 3 months)

Delivered a USD $1M Agile Scrum software project on time and on budget for a major insurance provider. Served as Product Owner for a North American home-healthcare provider, managing backlog, MVP delivery, and vendor relationships.

Agile Scrum Product Ownership Backlog Management Vendor Management Content Management Systems Digital Strategy

Customer Journey Manager

Cable and Wireless (LIME)

Jan 2011 - Jun 2014 (3 years 5 months)

Promoted four times over a decade, from Customer Care Agent to Customer Journey Manager. Led CX measurement transition to NPS, deployed CX Simplification program, and trimmed average customer wait times by 30% through journey mapping.

Customer Journey Mapping NPS CSAT Voice Of Customer Mystery Shopper Quality Assurance Telecommunications

Customer Journey Programme Coordinator

Cable and Wireless (LIME)

Jan 2010 - Dec 2010 (11 months)

Set up Voice of the Customer studies, started the regional move from CSAT to NPS, and relaunched the regional Mystery Shopper quality program across 12 business units, lowering program cost by over 50%.

Voice Of Customer NPS CSAT Mystery Shopper Quality Assurance Program Management

Product Specialist

Cable and Wireless (LIME)

Jul 2006 - Dec 2010 (4 years 5 months)

Owned CSAT and First Call Resolution analysis for an Internet line of business serving 150,000+ customers across 13 countries.

CSAT First Call Resolution Product Analysis Telecommunications

Internet, Voice and Data Specialist

Cable and Wireless (LIME)

Jul 2006 - Dec 2010 (4 years 5 months)

Held outsourced contact-centre partners to service-level targets and owned CSAT and First Call Resolution analysis for an Internet line of business serving 150,000+ customers across 13 countries.

Contact Centre Management Service Level Management CSAT First Call Resolution Telecommunications