Dolly Konzelmann Email & Phone Number

Toronto

The Experience Advisors is a Customer Experience("CX") and Employee Experience ("EX") focused advisory firm. We partner with clients to analyze and improve how customers and employees interact with their organization, and we use human-centered design in creating and customizing impactful experiences for the people who matter most.

I started Cutting Edjj Consulting to provide customized training and consulting services to help organizations deliver superior customer service, always. Our team has created, tested and delivered over 100 unique training programs to Fortune 500 organizations and small to mid-size companies across all industries. Our consulting services have helped companies create service and experience strategies, assess contact centers to optimize performance, journey map the customer experience and benchmark and conduct staff and customer surveys.I have been the acting President of Cutting Edjj Consulting for over 17 years, and have worked to train, educate, and grow team members to provide the best services for businesses and organizations from every sector. Cutting Edjj Consulting works in collaboration with CSPN.

25 Royal Crest Court Markham Ontario Canada L6R 9X4

During my time as President of the International Customer Service Association, I transformed the Toronto Chapter to become recognized as the most progressive and largest customer service association in Canada with over 2,500 members. To enhance the brand, growth, and strategy, we instituted two councils to oversee these specific areas. As a customer service expert, I worked to develop customer service, coaching, leadership, service centre assessment and numerous other certification programs, which have been delivered to organizations with measurable results in service, employee engagement, and ROI.I created and hosted over 30 successful conferences, and implemented surveys to stay member-driven, ensuring we were providing exactly what our members needed. As a keynote speaker, I also engaged with audiences across North America on customer service strategies and tactics. Through overseeing the redesign of ICSA website and the implementation of targeted marketing programs, ICSA continued to be a hub of customer service excellence.

Toronto Canada

As part of the senior management team, I introduced and implemented the 1-900 Lawyer Referral Service program, generating revenue and increased client satisfaction.I also implemented technology and systems, and promoted a cultural shift of service culture. Through implementing a strong team of key players, we were able to further assist clients in their specific needs.

As the Customer Service Manager, I managed three customer service centres and was the recipient of the Leadership Award of Excellence, twice. I initiated projects that led to productivity enhancements, increased communication, increased customer satisfaction, increased performance and employee engagement. I also initiated the Women In Networking program, Customer Service Week and a host of other programs and events, fuelling my passion for making customer service an industry-wide priority.

Toronto, London, Ottawa, Scarborough

As the Engineering Services and Comptroller at Canada Post, I worked on various engineering projects in multiple sights, optimizing equipment performance. I led three facilities financial departments and revenue protection and was responsible for the production, planning, and scheduling of operations.