I am a passionate advocate of the Contact Centre Industry and, as President of ORCCA, I am committed to supporting a vibrant, professional contact centre community. With the Board of Directors, we recognize excellence, provide strategic networking events and share key industry knowledge and innovations. Our annual Awards Gala is industry renowned and recognized from coast to coast. Contact me about sponsorship or membership opportunities, and visit the ORCCA website to learn more about events and activities: www.callcentres.org

With more than two decades of experience establishing; managing and promoting contact centres both locally and internationally, Ms. Freeman has developed an extensive network within the call centre industry. Her expertise includes in-depth knowledge of human capital and process improvement performance solutions for the customer contact market; a solid background working with the people, processes and technology components of the contact center industry, as well as their inter-relationship; and, she possesses strong inter-personal, problem solving, entrepreneurial and communication skills.Project Development & Implementation - Strategic development, resource needs identification and fulfillment, support team development and on-going management In-depth knowledge of human capital and process improvement performance solutions for the customer contact market; a solid background working with people, processes and technology components of the contact center industry, as well as their inter-relationshipsNegotiation - Concept selling, consensus building, needs analysis, facilitation with customers, colleagues, suppliers and industry leadersRelationship & Network Building – Joint venture development with diverse interests,Communication - Persuasive personal communication style; creative, innovative communication program delivery -- ability to interact at all levels and align solutions to executive vision

Call Centre Management, Marketing, Public Relations, Information Systems, Product Management