Contact Centre and Operations Consultant responsible for operations and strategic development of 24 x 7 emergency dispatch centre.Account Management, including call centre business operations planning and execution to enhance customer communication and satisfaction. Responsible for successfully implementing and growing new call centre team in Montreal, including consulting on required communication technology, operations processes, recruiting strategies and team career development. Advised on and implemented new communication channels ensuring maximum internal efficienciesResponsible for recruiting and training, coaching, feedback, quality assurance monitoring, and business operational planning.

Responsible for maintaining and exceeding sales targets totalling $750,000 annually for two bi-monthly high quality association trade publications - Construction Canada and The Construction Specifier Awarded 80% of territory for additional publication at 6 weeks vs. 6 months, due to exceeding sales targets on first territoryAchieved record breaking sales results for key "Green" issues of Construction Canada resulting in re-branding to focus on key green building editorial content and aligned marketing opportunities Provided strategic analysis for two publications, resulting in re-engineering of business organizational structure and associated re-alignment of territorial responsibilities. This resulted in the achievement of a more strategic focus on core business successes, a more cost efficient operational infrastructure, and higher profit margin

4 Month Contract Position - 1 month extensionResponsible for ramp up, deployment and management of 110 temporary agents to handle increased Christmas call volumes Secured permanent contracts for 15 core temps to assist in email, fax and support channel managementDeveloped a new email production tracking system, determining required daily staffing, production value of each agent and associated daily, weekly and monthly costs analysisImplemented a less labour intensive payroll system, providing a streamlined process for forecasting monthly cost estimatesIdentified and implemented corrective technology solution for core flaw in the email channel management process Improved technical capabilities in the email program to ensure speedier response times and minimal opportunity for error One month contract extension to ramp up, deploy, and hand off management of an additional 30 temp agents to handle increased call volumes due to industry launch of wireless number portability

Achieved record breaking national sales results, generating over $1,200,000 in new revenue in first 12 months in this positionRe-engineered sales funnel process, showing significant improvement in distribution of sales leads to national sales forceDeveloped leading edge web based products by working with the IS team to drive technology and operational capabilitiesResearched and implemented new business opportunities to expand product offerings, client base, revenue and profitActed as a corporate representative to industry councils and associations to maximize positive company visibilityIncreased response to incoming sales leads by 30%

Responsible for technical and operational special projects with a focus on developing a national call centre network Completed assessments of branch resources and infrastructure inclusive of technology requirements, HR requirements & core business developmentImplemented new processes to create efficiencies, control costs and increase revenue

Primary lead in the development of a nimble, scalable and extremely effective pop-up call centre model, ultimately enabling the ramp up and execution of a 1200 seat North America wide call centre to manage immense call volumes being generated by the 2004 Tsunami relief effort. Working with a strong internal team and excellent vendor partner, within hours of when the Tsunami hit south east Asia in 2004, donations were being processed via our national call centre network. Within days, we were overflowing to multiple outside call centre partners, ultimately deploying a 1200 seat north american wide contact centre, manned largely by volunteers. We collected over 21 million dollars for Tsunami relief. Managed call centre operations overseeing 80 Call centre agents, a team of 7 IT/IS employees, 3 trainers, 2 Quality assurance monitors and 8 Shift SupervisorsControlled and monitored costs of HR infrastructure & technology development Monitored employee performances and career pathing methodologyPerformed hands on management of daily scheduling strategy, best practices benchmarking and daily service cost analysis Consulted with sales and operations teams to improve on-going process development, configuration & training of new applications to ensure highest level of customer satisfactionResponsible for ensuring IT team maintained proper operation of all equipment, software and telephony infrastructureDeveloped and enhanced existing Quality Assurance program to ensure ultimate client satisfaction, resulting in the achievement of Top Score overall in quality for The Canadian Call Management Association Secret Caller Program Assisted in the screening and hiring processes for insertion of key talent within new positions in National Operations and IT/IS departmentsDeveloped disaster recovery strategy both internally and nationallyOn call 24/7/365 for all technical and operations troubleshooting

Supervised account design, programming and customer information tracking for all accounts Primary account designer/programmer for major accountsManaged and developed IT and IS departments with a hands on approach to IS and IT development and troubleshootingMaintained complete and accurate records of all system information, including line locations, wire runs, network configuration, and equipment designationsProgramming and Customer service liaison for operational analysis of all major accountsPrimary contact for all telephony and network support providersOn call 24/7/365 for all technical and operations troubleshooting and account supportPrimary account designer, programmer and project manager for conversion to upgraded switch platform and corresponding location move

Responsible for all account and report design and programming, tracking and updating customer information in all proprietary systemsWorked closely with sales force and clients to ensure proper set up and operational aspects of all accountsTrained staff on programming and technical aspects of proprietary systemsAssisted in the development and presentation of a semi-annual off site training program focused on career development of talent pool Customer service liaison for all major accountsPrimary contact for all telephony and network support providersOn call 24/7/365 for all technical, operations and account support troubleshootingPrimary account designer for conversion to new switch platform

Managed all call center operations with a focus on improving service offerings and maximizing call centre efficiencies and customer satisfactionHired and evaluated all supervisors, trainers and call centre agentsDesigned and programmed all aspects of all accounts including screen presentation to agents, database management, file delivery and reportingDeveloped monitoring program to ensure quality service benchmarks were achieved Responsible for scheduling all call centre personnel based on traffic reports, service level benchmarks and 15 minute incremental cost analysisCustomer service liaison for all major accounts