John Cockerill work email
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Experienced sales, marketing and management professional with more than 40+ years working with the Call Centre and Customer Experience industry throughout North and South America, the Caribbean and the Middle East. Expertise includes assessments, audits, strategic planning, and operational management that is both efficient and effective. I am proficient in improving customer service levels and financial, personnel, and operational management. Knowledgeable about telephony and technical equipment, tools and systems specific to the contact centre industry. Skilled at developing and executing sales and marketing programs. Client groups serviced include technology firms, financial services, telecommunications, publishing, industrial/utility services and non-profit organizations.Specialties: Developing a clear, concise strategic view of the demands and capacity of the organization. This enables accurate forecasting, staffing resources, financial operations, budgeting, quality assurance, and recruiting. Infrastructure and equipment requirements, acquisition and operation. Outsourcing, in-sourcing (in-house) or co-sourcing requirements, methods and decisions. Process identification, analysis, synthesis, monitoring and re-engineering. All this increases Annual revenue growth within the client organization.
The International Foundation For Customer Experience In Government
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FellowThe International Foundation For Customer Experience In Government Jun 2024 - PresentThe International Foundation for Customer Experience in Government is a non-profit organization headquartered in Canada. The Foundation is supported by an International Consortium that forms an assembly of customer experience thought leaders worldwide. The Foundation’s main mission is to build a community of thinkers, practitioners, and academics who collaborate to advance a public sector's customer experience body of knowledge and practice.The Foundation aims to define the conceptual framework for CX in the public sector and create and disseminate practical transformation tools that suit the public sector. It also creates networking opportunities for passionate public sector customer experience executives, practitioners, and researchers worldwide.
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Principal OwnerSelf-Employed Nov 2023 - Present
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PresidentThe Taylor Reach Group, Inc. 2004 - Dec 2023The Taylor Reach Group, Inc. (Taylor Reach) was established in 2003 and provides consulting and advisory services to Call Centers, Contact Centers and customer focused organizations related to their Customer Experience interactions (Contact Centers, Technical Support & help desks, revenue generation etc.). We are vendor agnostic and assist our clients to overcome their Customer Experience challenges; Alignment, Strategic Planning, Customer Experience, Customer Journey, Contact Center Design, Technology Acquisition, Outsourcing Assessments, Call Center Assessments, Quality & Customer Satisfaction, Employee Satisfaction, Culture, Engagement, Process Improvement, Cost reduction, Revenue Generation etc.Serving customers across all verticals, with centers of 6 agents to more than 10,000, Taylor Reach has completed numerous projects on three continents, won more than 30 awards for operational excellence and today there are more than 14,000 agent desktops globally that employ Taylor Reach designed Customer Experience Contact Center models.
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Country And General Manager - GrenadaUnique Vacations, Ltd. Aug 2019 - Nov 2019Nassau, New Providence, BsManaging the sales and service contact center. -
Contact Centre, Interim ManagementFibernetics Jan 2011 - May 2012Cambridge, Ontario, CaBuilding and improving centres in Cambridge and Dominican Republic. -
Vice PresidentTelepoll Inc. Feb 2007 - Jan 2010Executive management of a market research data gathering firm. Establishing a sales program, client retention, new pricing model, new offerings for 3rd party quality assurance. February 2007 – November 2009 (2 years 10 months) Telepoll provides market research, data gathering, Customer satisfaction surveys, Mystery shopping calls and outsourced Quality Monitoring from aCall Center located in Toronto, Ontario Canada. The company was established in 1990 and has developed a reputation for responsiveness to client needs and high quality work. www.telepoll.net
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PresidentCockerill & Associates Mar 2002 - Apr 2004Provided operational and sales management consulting to the call centre industry, including feasibility studies, operational assessments, operational and sales management, and marketing campaigns
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Assistant Director - Client ServicesEds Canada 2001 - 2002Transition of 250 staff from the Bank of Canada to EDS. The largest outsourcing in the federal public sector to date. Accomplished with no disruption of service to the public.
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Assistant Director, Customer Service Centre, Government Securities ServicesThe Bank Of Canada 1998 - 2002Ottawa, Ontario, CaStrategic planning and day to day operations of the Bank of Canada Client Service Centre. Spearheaded the changes required to meet and maintain the service levels while dealing the explosive growth of key programs, including Canada Savings Bonds, and Canada Payroll Program. Earned a commendation and recognition from the Governor of the Bank of Canada. -
Sales ManagerWatts Communications Ltd. 1994 - 1998Wauwatosa, Wi, Us -
Account DirectorTexcom Marketing Apr 1987 - May 1988
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Account DirectorOgilvy & Mather Mar 1986 - Mar 1987New York, Ny, UsStrategic Consulting, including business plan & marketing strategy development. -
Director Of SalesCompusearch Market And Social Research 1980 - 1986
John Cockerill Skills
John Cockerill Education Details
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Ryerson UniversityBusiness Administration -
Monklands High School, Montreal Pq
Frequently Asked Questions about John Cockerill
What company does John Cockerill work for?
John Cockerill works for The International Foundation For Customer Experience In Government
What is John Cockerill's role at the current company?
John Cockerill's current role is Living Well.
What is John Cockerill's email address?
John Cockerill's email address is jc****@****oll.net
What is John Cockerill's direct phone number?
John Cockerill's direct phone number is +141697*****
What schools did John Cockerill attend?
John Cockerill attended Ryerson University, Monklands High School, Montreal Pq.
What are some of John Cockerill's interests?
John Cockerill has interest in Social Services, Speaking Opportunities, Market Research, Politics, Civil Rights And Social Action, Both Inbound And Outbound, Call Center Management, Science And Technology, Business Networking And Opportunities, Health.
What skills is John Cockerill known for?
John Cockerill has skills like Crm, Strategy, Outsourcing, Call Center, Management, Strategic Planning, Call Centers, Leadership, Customer Experience, Contact Centers, Operations Management, Telecommunications.
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