Sharon Oatway Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Ca

In today’s multi-channel, multi-touch world it has never been more important (and challenging) to understand the unique journey each customer has with our organization. And as more and more services move to self-serve, the interaction our customers have with our employees (perhaps the only human interaction) will intensify. The ability for these key employees to manage customer emotions (while managing their own emotions) will be critical. As this happens, are your employees able to keep the promises you have made to your customers?VereQuest’s unique expertise across channels and industries, will help you understand not only the experience customers have with your organization but also help to prioritize what matters most so you can focus your effort.Within the contact center, VereQuest can help you create an experience that aligns with your brand promise and can train, monitor and coach your employees to consistently deliver on the promise.VereQuest can work independently (requiring less resources on your part) or in full collaboration with your internal team or outsourced provider. Get in touch to get to know us better. We can help you keep the promises you make.Call Sharon Oatway, President + Chief Experience Officer directly at 416-362-6777 Ext 222 or soatway@verequest.com

London, London, Gb

Reporting to the Chairman of Wunderman Worldwide was hired to turnaround a neglected business unit based largely on agency-of-record client needs. Restructured and stabilized the quality of delivery across all channels. Oversaw the redesign and ongoing management of database for their CRM communications effort. Re-engineered existing call center and database services to provide closed-loop marketing solutions including inbound/outbound sales with emphasis on business-to-business. Introduced and evaluated new customer contact technologies including emerging web support tools. Prepared for the rebranding and repositioning of this group as a separate business unit working within the WPP network at large.

Consulting firm specializing in Customer Relationship Management start-ups and turn-arounds, competency based training and general business consulting.

Supported the growth of a new leisure travel division of the Rider Travel Group (#1 Corporate travel provider in Canada) specializing in private label travel offerings for credit cards & associations. Managed day-to-day performance including sales, customer service, marketing, supplier & direct client management and operations associated with 60+ employees operating from two Call Centers (Mississauga/Montreal) and 5 On-Site locations supporting the following travel brands: CIBC VISA Travel Service, The Bay Travel Service, Royal Bank TravelExpress, Valentine Travel and Just Vacations.

Dallas, Tx, Us

Responsible for Residential Sales & Customer Service as well as Small Business Customer Service operations. Managed day-to-day activities and results of geographically remote Call Centers and Third Party Suppliers providing customer service and sales support. Primary contributor to achievement of 1993 and 1994 sales objectives despite challenging period of deregulation.

Toronto, Ontario, Ca

Overall responsibility for establishing alternative distribution channels for Retail Sales and Customer Service utilizing direct response and other non-traditional distribution strategies. Day-to-day management of customer service, complaint management, branch support and sales functions within centralized Call Centre. Supervision of all direct response programs directed at the consumer across all disciplines: direct mail, statement inserts, custom publications, in/outbound telemarketing, voice response systems and database marketing. Development and implementation of all 'branchless' banking operational procedures. Led interactive, multi-media remote branch pilots. Multiple RSVP awards for best programs across a variety of sales/service/customer loyalty categories.

Toronto, Ontario, Ca

Launched Canada's first direct bank and Canada's first frequent flier credit card. Developed long-term strategic plan for relationship banking. CDMA award winner.

Amsterdam, Noord-Holland, Nl

Lead full range of marketing activities supporting the information systems divisions in Canada and US including: advertising, public relations, sales support, new product development, etc.