Business and Project Consulting & Facilitation Services
Helping you deliver an excellent customer experience!
Business and Project Consulting & Facilitation Services
Helping you deliver an excellent customer experience!
WHAT'S KEEPING YOU UP AT NIGHT?
Are you looking to...
- Enhance your customer experience?
- Move your Contact Centre to the cloud?
- Enable a remote workforce without sacrificing quality?
- Workforce optimization?
- Need a vision for the next 3 to 5+ years?
- Adding or expanding digital channels?
- A solution that can scale and is both flexible and elastic?
- Changes to policies, procedures and strategies to deal with the changing times?
Services
Program and Project Management
Technology Assessments and Road Mapping
Technology Assessments and Road Mapping
Technology Assessments and Road Mapping
Technology Assessments and Road Mapping
Technology Assessments and Road Mapping
People, Process and Strategy Reviews
Technology Assessments and Road Mapping
People, Process and Strategy Reviews
Experience You Can Count On
Skills:
· Solution selling
· Program and project management
· Decisive decision-making and problem-solving skills
· Executive team leadership
· High standard of customer service
· Strong technical acumen
· Bilingual – French and English
· Over 30 years of sales experience
· Over 25 years in telecommunications
· Conducts business with honestly and integrity
Projects:
· Lead a team of PM’s
· Manage multiple projects
· Program over site
· Provide Executive project updates
Projects include:
· Implementing Multi, OMNI, OPTI channel CCaaS, On-prem and hybrid infrastructures
· UCaaS migrations from CPE and net new
· Working with BPO’s
· Integration with 3rd party applications:
· CRM systems
· Case Management systems
· Knowledge Management systems
· Intelligent Virtual Agent (IVA)
· Third party Implementation agencies
· Running special events
· Additional project details available upon request
Communication:
· Deliver presentations to C-Level, Senior Management and Executives, industry peers and clients
· Over 35 years of public speaking experience.
Management, Supervisory and team leading abilities:
· Scheduling staff
· Hiring
· Training
· Motivating and reaching daily / weekly / monthly targets
· Service levels
· Estimates and objectives
Operational and Support experience includes:
· Designed, developed, integrated, and implemented complex business applications in leading contact centre technologies and solutions.
· Assessed and optimized contact centre technologies.
· Created roadmaps to define plans for transitioning to Multi, OMNI, or OPTI channel operations.
· Led and developed teams of front-line agents, supervisors, and managers to meet and exceed KPIs such as revenue, quality, and productivity targets.
· Managed business transformation for small, mid, and large CC & UC deployments.
· Consolidated various operational support groups to create a centralized operations team responsible for technology, telephony, reporting, and analysis, including hiring, training, and coaching new staff, and ensuring standardization and compliance in management reporting of day-to-day operations.
· Analyzed current operations and cross-functional processes to identify potential gaps and provided recommendations to increase first call resolution.
Other:
· Vendor management
· Product development
· Marketing
· Technical writing
· Business case development
· Option analysis
· Proposals
· Respond to RFPs & RFIs
· Write technical requirements & assess providers replies to RFPs & RFIs
· Provide unbiased opinions and feedback during an RFP/I process
· Various OEM product trainings - From partners such as: RingCentral, Omilia, Cognigy, PCIPal, Calabrio, Genesys, ComputerTalk, 8x8, Cisco, Avaya, Mitel, Verint, NiCE, L3Prime and more
Personal:
· Versatile in handling diverse types of tasks, including manual, public-oriented, and organizational.
· High energy level
· Professional outgoing personality
· Adaptable
· Initiative-taking
· Sense of responsibility and priority
· Dependable
· Punctual
· Collaborator.
