Dolly Konzelmann Email and Phone Number
As a leader and advocate for customer-centric strategy, design, training, and implementation for 20+ years, my experience started and continues to be centred around helping organizations be amazing at building & sustaining great customer relationships. From my early days at Canada Post, to the Director of Client Services at the Law Society of Upper Canada, I lived through the transition of the service industry into the CX industry. During this time, I drove large-scale, meaningful customer service and CX initiatives across several different organizations and industries that drive tangible results – revenue uplift, process efficiencies, change embracement.Because I have always been so passionate about helping organizations and people to be successful, I founded CSPN - a leading provider of CX/CS/EX consulting services, L&D solutions, and networking opportunities designed to empower organizations and employees to harness the competitive advantage of delivering an exceptional CX. CSPN works with organizations to create EX, CS & CX strategies, build customer journey maps, assess and optimize contact centers, as well as create/analyze customer, employee, and industry benchmark surveys. To help guide employees, CSPN designed a Learning Journey that has over 50+ courses on CX/CS, sales, management, leadership, and personal excellence.Passionate about CX, Leadership, Coaching, Mentoring or looking for advice? Please reach out: dolly@mycspn.com
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AdvisoryThe Experience Advisors Apr 2014 - PresentTorontoThe 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.
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PresidentCutting Edjj Consulting Aug 2000 - Sep 2023I 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.
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PresidentInternational Customer Service Association - Toronto Chapter 1990 - Mar 201425 Royal Crest Court Markham Ontario Canada L6R 9X4During 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. -
Director Of Client ServiceThe Law Society Of Upper Canada Sep 1999 - 2000Toronto CanadaAs 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. -
Customer Service ManagerCanada Post Corporation 1993 - 1999As 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. -
Engineering Services, ComptrollerCanada Post 1988 - 1993Toronto, London, Ottawa, ScarboroughAs 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.
Dolly Konzelmann Education Details
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Engineering, Business
Frequently Asked Questions about Dolly Konzelmann
What company does Dolly Konzelmann work for?
Dolly Konzelmann works for The Experience Advisors
What is Dolly Konzelmann's role at the current company?
Dolly Konzelmann's current role is Senior Advisor to the Experience Advisors.
What schools did Dolly Konzelmann attend?
Dolly Konzelmann attended University Of Toronto.
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Dolly Konzelmann
Markham, On1aps-prg.com
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