Mark Shields Email & Phone Number

I am a passionate ‘people leader’ with over eighteen years experience within the contact centre industry. I have had the opportunity to successfully lead multiple groups of individuals to reach common goals across numerous business processes. By utilising my engaging communication style I have been able to build long lasting relationships whilst influencing key stakeholders and leading and motivating my teams. I am a highly motivated and career orientated person and thrive on continuous improvement and the opportunity of personal development and growth for myself and those around me. I take great pleasure in the success of the individuals I mentor and the groups I lead. I bring a high level of emotional intelligence coupled with strong commercial acumen balancing the needs of clients, customers and support networks. I excel in people engagement and use words, actions and vision to lead by example to achieve results. With a strong working knowledge of the contact centre industry including call and resource management, call quality, process and technology, I bring a high level of planning, analysis and commitment to maximise productivity and achieve financial and contractual targets. Overall I am an exceptionally approachable individual who loves working with people and building a strong culture within a challenging but successful environment.I am happy to explore new professional network opportunities so please feel free to reach out.

Listed skills include Outsourcing, Contact Centers, Call Centers, Customer Experience, and 20 others.

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  University Of Calgary

  Media And Popular Culture / Rhetorical Communication