Michael Hart Email & Phone Number

Toronto, Ontario, Canada

• 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.

• 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.
• 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.

• 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.

• 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.

• 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.
• 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.

• 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.

• 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.