Michael Hart work email
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Michael Hart personal email
Michael is a seasoned leader in the Call Center and Global Business Process Outsourcing industry. His goals are to work in partnership with leading edge organizations that wish to leverage his diverse and in-depth experience in customer acquisition, retention, care, as well as marketing and business management leadership spanning 15 years, 7 countries and 4 continents.Michael...•Has proven to be a highly accomplished business leader and relationship builder.•Is a “hands on” leader and demonstrates a “top to bottom” working knowledge of business management in the areas of, Human Resources, Instructional Design, Training Delivery, Quality Assurance, Client Care, Finance and Business Development.•Is cross-culturally astute. (Canada, US, Latin America, Middle East, and South Asia)•Takes an entrepreneurial approach, is goal focused and owns results.•Demonstrates excellent communication, facilitation and interpersonal skills.•Possesses highly developed knowledge of practices and procedures as they relate to the management of dynamic contact centre and “end to end” business process environments on a global scale.•Initiates, applies, and delivers effective analysis and solutions that lead people to meet and exceed objectives.•Creates and executes successful Global strategies considering far reaching impacts across cultures, business units and functional areas.•Leverages working knowledge of contact centre technologies including multiple CTI, IVR, ACD, Predictive Dialing, Contact Management, CRM, Web and Database environments.•Demonstrates the ability to lead people in the provision of long-term solutions to challenges through the application of practical ingenuity.Specialties: Michael's specialties include:BPO due diligence and selectionProgram Migration and ongoing management of BPO suppliersInstructional Design and Training specifically for Call Centers with a focus on Sales, Customer Service/Support, Development and implementation of quality driven incentive programs that drive extraordinary results.Scripting and positioning for outbound business to consumer and business to business telemarketing acquisition, cross sell, loyalty and recovery.
Laffnet
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Co-FounderLaffnet Mar 2020 - PresentToronto, Ontario, Canada
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PresidentContact Intelligence Group Jan 2000 - Present•Deliver unparalleled outsourcing results by being passionate about customers, providing long term profitable solutions, and adding value through practical ingenuity.•Lead the assessment of client business requirements as they specifically relate to the acquisition, retention, loyalty, value and recovery of customer base in both business to business and consumer markets.•Provide strategic marketing consultation•Develop and implement Direct Marketing and Direct Response programs.•Audit, select, and provide ongoing management of call center outsourcing groups in on-shore, near-shore, and off-shore markets.•Provide human resources services.•Provide instructional design and training services.•Provide third party quality assurance services.•Provide reporting services.• Lead the development of program operations guides, training materials, scripting, positioning, contact management requirements, reporting, knowledge base, and quality assurance procedures.•Lead the provision of ongoing analysis to uncover gaps, determine root causes, provide solutions, and implement solutions to reduce costs and drive profitable revenue growth.
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Vice President, Global OperationsSmt Direct Jan 2000 - Jun 2008•Contribute as a member of the executive team to provide strategic and organizational leadership•Provide leadership in the daily operations with an annual OPEX budget of 10 MM+ for BPO client operations in Toronto, Montreal, Dubai U.A.E., Mumbai India. Pune India, Islamabad Pakistan, Mexico City, and Guayaquil Ecuador ensuring maximum shareholder profitability.•Ensure that controls are in place to right size direct costs and ensure revenue forecasts and margins were achieved.•Lead the development, implementation and ongoing management of SMT’s Global expansion into the offshore and near-shore arenas.•Develop and execute new business acquisition strategies across several verticals•Plan and execute strategies for relationship building and organic revenue growth through New Business Development activities.•Evaluate and select strategic partners to broaden the scope of SMT services and expand our core competencies.•Provide leadership to Directors and Senior Managers with a focus on leading edge practices and unparalleled service delivery
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Senior Partner (Co-Founder)Ppt Connect Mar 1999 - Jan 2000•Provide leadership to the partners in the area of sales and marketing and strategic planning.•Assess the needs of clients and propose strategies in alignment with client and corporate objectives.•Construct business solutions considering cross-functional impacts and R.O.I.•Implement customer communications solutions to improve new customer acquisition, retention, and customer “spend” results.•Develop, and prepare RFI and RFP responses.•Provide leadership in the areas of human resources, training, and call centre operations management.Clients served include: Minacs Worldwide, Phase 4 Health, and Monarch Marking Systems, SMT Direct, Sears Business Solutions.Major accomplishments included providing leadership to the senior management and executive team at Minacs in order to achieve the successful reverse takeover of Phonettix Intellicom. The acquisition of Phonettix drove Minacs, a private corporation to a publicly traded entity on the TSX. In addition PPT played a major role in the acquisition of General Motors Canada, Contact Centre Operations contract, on behalf of Minacs Worldwide.
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Director Of OperationsSuperior Marketing Telesystems Mar 1998 - Mar 1999•Creation of a dynamic organizational structure built for rapid growth.•Assume a key role in the acquisition of new clients and new business development with existing clients.•Manage the recruitment and selection processes for all positions and in all functional areas.•Manage the instructional design and training initiatives.•Design and manage Quality Assurance processes and procedures.•Create, manage and support a “Coaching” environment with a focus on the front line.•Develop and execute Performance Management and Measurement Processes for all positions and functional areas.•Manage Information Technologies components and Information Management Systems components including the integration of internal and external technologies for reporting and remote order entry. •Execute new program initiatives on behalf of our client/partners and act as the primary contact for ongoing program management.•Accountable for the execution of client contracts and to exceed key performance indicators which included hours, orders per hour, connects per hour, conversion ratio, customer complaint ratios, churn ratios, recovery ratios, affinity ratios, up-sell ratios and long term customer spend (lifetime value).•Work closely with client/partner marketing groups providing both qualitative and quantitative feedback in order to consult in the development of new marketing initiatives.•Manage internal budgets and implement controls.
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Director Of Training And Human ResourcesNorth Direct Response (Merged With Client Logic, Merged With Sitel) Feb 1997 - Mar 1998•Play an integral role on the senior management team in order to consult, design, implement and manage all facets of Direct Marketing and Direct Response initiatives.•Develop and direct the recruitment cycle for a 350-position inbound/outbound multilingual call centre undergoing explosive growth. This included the development of competency-based profiles for all positions and implementation of appropriate selection methods and criteria.•Design and direct new employee training, customer service and sales training, and job specific training programs for all new employees and positions.•Develop, implement and direct internal certificate programs for employee development•Work directly with Clients in order to manage projects and new initiatives while demonstrating the ability to manage multiple projects and priorities under extremely aggressive time lines.•Participate in ISO 9000 steering committee.•Continually analyze quality assurance and call observation procedures and criteria in order to ensure World-Class customer service and sales practices.•Develop and implement the Performance Appraisal and Development Planning Process for all employees across position levels.•Develop, and implement all corporate policies and procedures as they relate to Human Resources Management. This included investigation procedures, exit procedures, disciplinary procedures and the authoring of the Code of Business Ethics and the Employee Handbook.•Manage and provide leadership in the area of Information and Communications Management Company wide. This included the management of four primary communications vehicles as follows: Internal Television Network, standardized e-mail and voice mail communications, and North Net (Internal web site and resource tool for employees). -
Training Specialist (Operations, Card Training)American Express Aug 1996 - Feb 1997•Design and manage the delivery of induction training, cross training and up training components for 350 position front line telephone service centre.•Consult on the re-engineering of quality assurance processes and procedures for quality assessments of telephone service representatives.•Exclusively manage training components for all the new Amex Revolve Card Products.•Coach and Manage line instructors and subject matter experts to deliver effective training.After completing this 6 month contract with American Express I returned for several years as an independent consultant under Contact Intelligence Group to assist with several product launches and to lead the implementation of "Customer Focused Sales" training for American Express Canada's 350 position Telephone Service Centre. -
Manager Of TrainingMarket Usa Sep 1993 - Aug 1996•Development, implementation and management of training components and procedures for new associate training in sales and customer service.•Product training for licensed insurance agents.•Development and implementation of strategies for the continual training, coaching and motivation of employees.•Act as the primary contact with corporate and client quality assurance.•Implementation of strategies for quality and production control of a 260-position call centre (Toronto, ON) and 76 positions (Welland, ON).•Manage the selection process for Telephone Service Representatives.•Training of U.S. facilities in Houston Texas, and Beloit Wisconsin for the implementation of Canadian programs for Sears Canada.
Michael Hart Skills
Frequently Asked Questions about Michael Hart
What company does Michael Hart work for?
Michael Hart works for Laffnet
What is Michael Hart's role at the current company?
Michael Hart's current role is President, Contact Intelligence Group.
What is Michael Hart's email address?
Michael Hart's email address is mi****@****ell.com
What skills is Michael Hart known for?
Michael Hart has skills like Strategy, Cross Functional Team Leadership, Crm, Cross Selling, Program Management, Call Centers, Business Development, Outsourcing, Bpo, Performance Management, Operations Management, Vendor Management.
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