CitiStreet Names Veteran Call Center Executive to Head Service
August 22 2006 - 10:00AM
Business Wire
Eric Roberts Brings Extensive Experience from Parent Citigroup 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. About CitiStreet CitiStreet, one of the largest global
benefits delivery firms in the United States, is headquartered in
Quincy, Mass. CitiStreet, with 3,000 employees, has offices in
Somerset, N.J., Jacksonville, Fla., Lewiston, Maine, Boston and
field offices around the nation. It also has a division, CitiStreet
Australia, with offices in Sydney, Brisbane and Melbourne.
CitiStreet serves more than 11 million participants and administers
approximately $200 billion in assets in the United States for
defined contribution, defined benefit and health and welfare plans
of corporate, government, health care, Taft-Hartley and
not-for-profit organizations. It also serves more than 1 million
participants and administers about $15 billion in assets outside
the United States. CitiStreet is a 50/50 joint venture between
State Street Corp. (NYSE:STT) and Citigroup (NYSE:C). For more
CitiStreet information, visit the Web site at
www.citistreetonline.com.
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