Donna Carson Email & Phone Number

New Brunswick, Canada

At MESH/diversity we leverage Diversity Intelligence™ to produce metrics and actionable insights to shape healthy and productive workplaces.Unlike traditional diversity initiatives that concentrate on differences alone, MESH's Diversity Intelligence™ approach uses the powerful science of Emotional Intelligence (EQ) to build on similarities, so our clients can better leverage differences. Leveraging Diversity Intelligence™ allows our clients to maximize their personnel by developing a common language, common understanding and most important metrics for change and growth.MESH's metrics allow organizations to:- Drive out unconscious bias from hiring, promotions and professional development processes.- Increase Innovation. Foster innovation through the creation of healthier, more inclusive workplaces - Reduce Turnover and Increase Engagement. "Blueprint" high performing teams and individuals within the organization. Utilize these blueprints to create hiring models to ensure "true fit," heighten employee engagement and reduce turnover.

New Brunswick, Canada

Concentra Solutions maximizes Contact Center performance through Quality Assurance, specializing in compliance adherence and customer experience service delivery. Clients include leaders in financial services, insurance, utilities, healthcare, hospitality, telecommunications and more..VP - Managed two quality assurance-monitoring sites with footprints in Woodstock, NB and Americus, Georgia. Lead operations quality team to evaluate front line and leadership performance for in-house and outsourced Contact Centers; specialized in mitigating risk and lifting customer experience. Lead client account team fostering a sincere desire to provide excellent customer care to each member of the client base. Responsible for driving business growth and capitalize on new revenue potential. Designed and implemented ‘Trend Based' unique QA model that empowered center leader's ability to effectively coach behaviors based on trends versus ‘one-offs', while increasing agent level of engagement and ownership. Lead and implemented customized design and delivery of dynamic online business reporting tools serving all audiences from agent to executive levels. Lead by inspiration, fairness, fun.

Woodstock, New Brunswick

Successfully managed/owned Business Services and catalog fulfillment center for inbound/outbound 800 services for major NB international clients; Pharmaceutical and US Organic Food order and catalog fulfillment clients.

Woodstock, New Brunswick

BDC Direct was an outsourced Contact Centre providing inbound and outbound 800 services as well as fulfillment services, for Tourism NB. These services included primary or overflow resources for incoming calls or assistance with outbound calling services.Operations/Sales Manager - Provided leadership for Operation and fulfillment center for inbound/outbound 800 services as well as new acquisitions. Responsible for driving business growth, capitalize on new revenue potential, and manage all aspects of daily business operations through highly motivated and engaged employees.

St. Stephen, New Brunswick

Connect North America is an outsourced Contact Centre for both inbound and outbound 800 services. These services can include primary or overflow resources for incoming calls or assist with outbound calling services.Sourced and built out first New Brunswick outsourced international footprint. Responsible for driving business growth, capitalize on new revenue potential, and manage all aspects of daily business operations with a highly motivated, skilled and fully engaged team.

Saint John, New Brunswick

Operations Team Lead/Manager - Developed, coached, inspired and empowered team members to provide customers with exemplary service meeting center key performance metrics.Advertising and Marketing Manager - Developed and executed point-of-purchase store promotions; lead development and execution of media campaigns; lead and launched cellular mobile services in New Brunswick, including the negotiations for establishing the first cellular dealer network; lead and executed customized successful incentive programs for inside and outside work forces.National Sales Manager - Responsible for managing and directing voice and data sales team designated to major international NB client. Human Resource Manager - Responsible for processes and execution for recruiting and screening new talent as potential new hires or internal transfers. Managed front-line and executive employee relations. Identified and assisted with resolve, employee concerns as they developed, creating a safe work environment for operational and leadership teams. Developed and implemented ‘on-boarding' processes, allowing new hires to quickly acclimate to the business environment and culture while fostering new relationships. Developed and executed corporate-wide, ‘Performance Management' processes; ensuring fairness and protection for both employee and leadership in a healthy and sustainable culture.