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Mike Desmarais is the President and Founder of SQM Group. Mike has over 20 years of call center service quality benchmarking, measurement and management experience. As a consultant, Mike has experience in working with leading North American call centers on their call quality assurance, customer satisfaction measurement and management efforts. Mike has also written and published dozens of articles on call center service quality benchmarking in many leading journals and call center customer service publications and is the author of the book World Class Call Center. Mike is considered North America's leading authority on call center first call resolution and service quality measurement and management. In addition, Mike owns and operates his own call center, located in Vernon B.C., with over 100 frontline representatives who conduct telephone customer satisfaction surveys and call quality assurance assessments.
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Sarah Kennedy, BSc, is a partner and senior Vice President of Client Services with SQM Group. Sarah has 16 years in the service quality field. She is the co-founder of the Customer Contact Strategy Forum, an association of senior contact center executives in North America. Sarah uses her skills of facilitation and speaking to work closely with clients to develop service quality improvement action plans. She has also written and published many articles on contact center service quality benchmarking for many contact center customer service publications.
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Lisa Desmarais, BA, is a senior managing partner for day-to-day operations and administration of the SQM call center. Lisa has 10 years experience working at SQM. Her primary duties include managing client customer phone list, client employee list and SQM's CRM database system. In addition Lisa recruits, interviews, selects and conducts annual performance evaluations with SQM telephone survey representatives.
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Glen Mah, BSc, is Vice President of Technology. Glen has worked with SQM for 10 years. Glen is a senior I/S professional possessing over 16 years of experience in Information Systems. Glen has played a key role in the design and implementation of large corporate and commercial applications. Glen's systems background encompasses contact center, engineering, oil and gas, manufacturing, financial, marketing and retail sectors.
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Lara Pow, MSc, is Vice President of Quality and Analytics with SQM Group. Lara has her Master's degree in Mathematical Physics. She has 4 years of research and analysis experience and 8 years of educating and training experience. Lara manages quality assurance and the reporting of data collection. Her responsibilities include data analysis, report compilation and quality compliance.
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Kevin Greaves, BA is Vice President of Client Services with SQM Group. He has worked in the call center industry for over 25 years. Starting his vocation as a CSR, he went on to a career that included operations and technical architecting of contact centre technologies and systems. Kevin has had the opportunity to design call centres from the ground up in North American and abroad and has worked in the telecommunications, financial, travel and hospitality industries. Kevin's responsibilities include customer account management and business development. Kevin joined SQM in January 2008.
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Julie Henstock, BA, is Client Services Manager with SQM Group. She has her bachelor's degree in Political Science with a focus in International Relations. Julie is responsible for business development at SQM through management of benchmarking clients, marketing, web commerce as well as planning and organizing the annual Summit Awards gala. Along with 12 years of customer service experience, Julie has over 5 years of solid research, critical analysis and resolution writing.
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Charlene Hutchison, BA, is Client Services Support Manager and has been with SQM for 8 years. Along with her 7 years contact centre industry experience, Charlene has delivered over 10 years of educating, training and co-ordination experience with clients. She also plays a key role as a helpdesk contact in the application of Report Card software. Charlene manages client support relations bringing a wealth of knowledge from both the research/analysis and technology departments.
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Brian Lundy, AScT is Client Services Manager with SQM Group. For the past 10 years, Brian has held senior management positions in Quality Assurance, Operations, and Engineering in a manufacturing setting where he became well versed in lean business models, value stream mapping, and continuous improvement methodologies derived from Toyota's Production Systems. He has led project teams in development of quality management systems, cost reduction initiatives, and operational process improvements. Brian also possesses a proven background in fiscal management and project management.
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Jennifer Arnold is Quality Assurance Manager with SQM Group. Jennifer is currently completing her Bachelor of Arts Degree in Psychology. She has 5 years of experience in the contact center service industry. Jennifer's role within SQM Group involves managing client customer phone list and the predictive dialer. Her past work experience has enabled Jennifer to develop skills in both customer service and client relations.
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Rosalind Faasse, BA, is Special Projects Manager. She has 8 years experience working at SQM Group. She manages benchmarking and tracking surveys, web surveys, and email blast setup. Rosalind is also responsible for report writing quality checks and administrative support.
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Jesse Potts, MA has a masters degree in Sociology and is the lead analyst with SQM Group. He has 2 years of research and analysis experience. Responsibilities include preparing reports and the reporting of data collection. Jesse's role also includes data analysis, and customized research.
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Karen Davidson is senior analyst with SQM Group. Karen has 8 years of experience in the contact center service industry. Her responsibilities include report compilation and report writing quality checks.
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Adam Marwood, BSc, is a Software Engineer with SQM Group. Adam completed his degree in computer sciences at the University of British Columbia, and has several years experience with application / web development. Adam is responsible for development and maintenance of SQM's web portals and reporting systems.
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Todd Hanna is the Director of IT Infrastructure. Todd has been supporting the hardware and network systems of SQM group for 7 years. Todd has been working in a senior management role in the computer networking arena for over 20 years.
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Cor van Buren, BA in Computer Technology, is senior software engineer with SQM Group. Cor possesses 3 years of experience in the contact center service industry and a total of 20 years of experience in the field of Information and Communication Technology. He has worked in technical as well as in sales and operational management functions for global international companies in Europe and Canada. Cor's responsibilities include designing, developing and maintaining the software which manages the client customer phone list and the live and automated dial out. Cor joined SQM Group in 2007.
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Cameron Young, BSc, is a Software Engineer and Technical Support Analyst with SQM Group. Cameron completed his degree in Physics and Computer science at the University of British Columbia. Cameron has 5 years experience with dynamic web development, and 2 years experience with real-time data acquisition, statistical analysis, and information security.
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Matt Ingrouille is a Software Engineer and IT Support Technician with SQM Group. Matt has 3 years call center industry experience in Quality Assurance, Workforce Management and Operations. He also has 10 years experience in the Information Technology field having supported and developed software for a diverse client base in the UK.
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Jim Rowe is a Software Engineer with SQM Group. Jim completed the ISSD program at the University of Winnipeg, has 5 years experience with dynamic web development and develops reporting for SQM's web portals.
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