With 20+ years in the Call Centre industry, I am a well seasoned Professional. From starting on the phones 20 years ago, to managing a team, to developing and implementing new strategic processes within new sites, I have achieved success both financially and from a client satisfaction level. My proven track record of leadership and mentoring ability has allowed me to seed and expand teams across multiple sites within both Canada and the US as well as offshore. My extensive knowledge of the industry ensures increased revenues, reduced operational costs and outstanding performance and productivity. High-octane sales teams & innovative management are amongst my greatest achievements.Specialties: • Contact Center (In-House/Off/Near Shore) Outsourcing • CEM / CRM / BPO • Strategic & Business Development, Profitable Growth • Customer Life-Cycle Management• Performance Management, Coaching/ Development, Leadership Development • Operational Efficiency, Revenue Generation• Consultative Selling, Sales Forecasting • Relationship Building • Project Management, Change Management, Organizational Integration • Vendor Management, Account Management • ROI Analysis / Budget Administration • Process Establishment & Implementation • Contract Negotiation • Social Media, Networking • Emerging Markets • Business Technology• Merger and Acquisition • Six Sigma
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