Senior Management |
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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 improving their first call resolution, cost, employee satisfaction and customer satisfaction performance. Mike has also written and published dozens of articles on call center service quality in many leading journals and call center customer service publications and is the author of the thought-provoking book, World Class Call Center. Mike is considered North America's leading authority on call center first call resolution and customer protection best practices. 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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Lara Pow, MSc, is Chief Operating Officer with SQM Group. Lara has her Master's degree in Mathematical Physics and she is currently working on her PhD in IT at Waldon University. She has 8 years of research and analysis experience. Lara manages quality assurance and the reporting of data collection. Specifically, her responsibilities include data analysis, report compilation, quality compliance and product development. |
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Sarah Kennedy, BSc, is a partner and senior Vice President of Client Services with SQM Group. Sarah and her team of Client Account Advocates work to ensure that each SQM client has a dedicated point of contact and the support needed to ensure their Voice of the Customer KPIs improve each year. Sarah has 16 years of experience 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. |
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Glen Mah, BSc, is Vice President of Technology and Security with SQM Group. Glen has over 20 years of I.T. experience and has played a key role in the design and implementation of large corporate and commercial applications. Glen manages the technical team and is responsible for all of SQM’s software development, I.T. Infrastructure, and I.T. Security and Privacy practices. |
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Kevin Greaves, BA, is Vice President of Client Advocacy 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 America 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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Cor van Buren, BA, is a Vice President of Client Advocacy with SQM Group. Cor possesses 6 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 started his career with SQM in 2007 as a software developer and prior to his Client Advocacy role, Cor managed the operation of SQM’s Call Center. |
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Andrea Pow, BComm, is a Vice President of Client Advocacy with SQM Group. She has her bachelor’s degree in General Business with a focus in Marketing and Organizational Behaviour/Human Resources. Her experience includes research and development of new certification and training programs, developing industry specific training for organizations and managing quality assurance control. She brings over ten years of customer relations, business and training development experience and her responsibilities include customer account management and business development. |
Client Services |
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Sarah Moffat, MSc, is the Research Quality Director with SQM Group. Sarah has her Master’s degree in Mathematics, with a focus on Analysis and Optimization, and is currently working on a PhD in Mathematics at the University of British Columbia. She has 6 years of research experience and her responsibilities include quality assurance, data analysis, report compilation, and customized research. |
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Jesse Potts, MA, has a Master's degree in Sociology and is 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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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 duty is to manage the call center, in addition too; recruiting, selecting and conducting annual performance evaluations with SQM telephone survey representatives. |
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Rosalind Faasse, BA, is Special Projects Manager. She has 10 years of experience working at SQM Group. She manages benchmarking surveys, tracking surveys, as well as web surveys and their setup. Rosalind is also responsible for report writing quality checks and administrative support. |
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Julie Shields, BA, is a Manager of Client Advocacy with SQM Group. She has her bachelor's degree in Political Science with a focus in International Relations. Julie is responsible for client services and business development at SQM through management of benchmarking and tracking client survey work, marketing, web commerce, special projects, and FCR workshops as well as planning and organizing the annual Summit Awards gala. Julie has been with SQM 3 years and brings over 12 years of customer service experience and 5 years of solid research, critical analysis and resolution writing. |
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Charlene Hutchison, BA, is a Manager of Client Advocacy and has been with SQM for 10 years. Along with her 10 years contact centre industry experience, Charlene has over 14 years of educating and training experience. Charlene has the responsibility of assisting in the development of the In-Sights Web Portal in addition to managing client relationships. Charlene brings a wealth of knowledge from SQM's research/analysis and technology departments. |
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Ryan Bouwmeester is a Manager of Client Advocacy and Webmaster with SQM Group. Ryan has over 5 years of experience in both the North American and Asian contact center industries. Ryan's responsibilities include client account management as well as designing, developing and maintaining the SQM website. Ryan joined SQM Group in September of 2009. |
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Karen Davidson senior analyst with SQM Group. Karen has 10 years of experience in the contact center service industry. Her responsibilities include report compilation and report writing quality checks. |
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Alana Richardson is Call List and Quota Manager with SQM Group. Alana is currently completing her Business Administration Degree. She joined SQM Group in January 2007. Responsibilities include managing client customer phone lists, monthly survey quotas and the predictive dialer. |
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Jamie Weins is Client Advocate - Benchmarking Administrator with SQM Group. She joined SQM Group in March of 2007 and is currently responsible for management of benchmarking survey work. |
Technical |
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Adam Marwood, BSc, is a Project Manager and Lead Software Developer with SQM Group. Adam completed his degree in computer science at the University of British Columbia, and has 5 years of experience with application / web development. Adam is responsible for overseeing and aiding with the development and maintenance of SQM’s software, including web portals, reporting systems, and call list dialing applications. |
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Jim Moffat, BSc, is a Software Developer with SQM Group. Jim majored in Computer Science and Physics at the University of British Columbia. Jim has 3 years of experience with dynamic web development. His current role with SQM is with developing and maintaining SQM’s web portals and reporting. |
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Sergey Raspopov is a Programmer with SQM Group. Sergey completed the Computer Information Systems diploma at the Okanagan College. He is responsible for the maintenance and development of SQM’s In-Sights Web Portal. |
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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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Bjorn Allpas, BSc, is the resident SEO Expert and a webmaster with SQM Group. Bjorn has 5 years of experience developing and managing websites with a strong emphasis on generating free traffic through search engine optimization (SEO). Bjorn’s core responsibilities include marketing the SQM Group website through various web 2.0 channels, optimizing any and all content that is created for the website, and developing additional web properties for SQM Group. |
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Matt Ingrouille is Systems Administrator for SQM Group. Matt has 3 years call center industry experience in Quality Assurance, Workforce Management and Operations. He also has 10 years of experience in the Information Technology field having supported and developed software for a diverse client base in the UK. |
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Jennifer Arnold is Quality Assurance Manager with SQM Group. She has 5 years of experience in the contact center service industry. Jennifer is responsible for managing the development and implementation of quality management procedures and systems. Jennifer's role is to ensure that SQM products are of the highest quality. |
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Tony Mostardi is a Quality Assurance Rep with SQM Group. He has 3 years of experience in the Call Center Industry, as well as 4+ years’ experience in the Quality Assurance Industry. Tony’s role is to ensure that SQM products are of the highest quality. |
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Heather Tegart has her B.Sc. with Mathematics major at UBC-Okanagan. Heather started at SQM in February 2010 in our Analyst department and is now working in our Quality Assurance department. |
