Eric Roberts, a veteran call center executive at Citigroup, has been hired to run the call centers at CitiStreet, which serves more than 11 million benefit plan participants.
"Eric brings a long track record of success to this critical area of our business and we are pleased to have him aboard," said Jim Murphy, CitiStreet president and head of Total Benefits Outsourcing. "The call centers are at the heart of our personal contact and services to benefit plan participants, and Eric's years of executive experience and commitment in this area will serve us well."
He added that Roberts' expertise includes multi-site management, strong telecommunications technical experience and success in developing innovative approaches to call center quality and efficiency.
CitiStreet has call centers in Quincy, Jacksonville, Fla., and Lewiston, Maine. Those centers handle about 10 percent, or nearly 5 million, of the 45 million yearly combined contacts handled by CitiStreet at the call centers, through its advanced self-service Web tool and through interactive voice response.
Roberts, has 13 years of call center leadership experience, eight of those years spent with Citigroup. His most recent assignment was as the vice president of call center operations for CitiCards Canada, based in Toronto. Prior to that he was site sales manager for CitiCards in Jacksonville, Fla.,
He built a record of improving service, satisfaction and efficiency, and in 2004 he won Citigroup's Chairman's Leadership Award for productivity improvements and sales leadership.
Roberts, who also has experience in sales in the insurance industry, is a graduate of Georgia College and State University.