The Management People Behind SQM Mike Desmarais is the founder and president 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. 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.   Sarah Kennedy, BSc, is a senior managing partner for business development and customer relationship management 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.     Lisa Desmarais, BA, is a senior managing partner for day-to-day operations and administration of the SQM call center. Lisa has 9 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.     Glen Mah, BSc, is vice president of technology. Glen has worked with SQM for 9 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.     Charlene Hutchison, BA, is Director of Technology, Quality and Coordination and has been with SQM for 7 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 relations bringing a wealth of knowledge from both the research/analysis and technology departments.     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.     Jennifer Arnold is Call List Manager with SQM Group. Jennifer is currently completing her Bachelor of Arts Degree in Psychology. She has 4 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.     Rosalind Faasse, BA, is Special Projects Manager. She has 7 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.     Karen Davidson is senior analyst with SQM Group. Karen has six years of experience in the contact center service industry. Her responsibilities include report compilation and report writing quality checks.     Julie Henstock, BA, is Manager of Benchmarking and Marketing 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.     Adam Marwood, BSc, is a technical support analyst with SQM Group. Adam completed his bachelor’s degree with a major in computer sciences. Responsibilities at SQM include call list management, technical support, and programming.     Todd Hanna is the Director of IT Infrastructure. Todd has been supporting the hardware and network systems of SQM group for 6 years. Todd has been working in a senior management role in the computer networking arena for over 20 years.     Sophie Parker, BA, is Manager of the new Customer Quality Assurance department with SQM Group. Sophie received her Bachelor’s degree in Business (Marketing) in Sydney, Australia along with 4 years research and analysis experience. She has traveled the globe gaining over 10 years experience developing her skills in customer service, client relations, training and management experience. Her responsibilities include managing a growing team of quality assurance representatives while also working alongside the analyst department.     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.     Ghazala Faruqui, BLS, Grad Cert. Educ., is a call centre professional with over eleven years experience in inbound, technical support, outbound and multi-channel contact centres at various levels. Ghazala's experience spans list management, dialer operations, operations management, quality, process analysis and training initiatives. Ghazala has created Customer Satisfaction programs based on Key Performance Indicators, and developed processes to drive quality through the recognition of World Class calls. She has been responsible for conducting baseline operational audits to determine the efficiency of call centres in both Canada and internationally. She has established and led Call Quality Teams to ensure monitoring and feedback processes to drive performance in Human Resources, Training and Operations.       Kevin Greaves, BA is a Senior Account Manager with over 25 years in the call centre industry. 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.       Cameron Young, BSc, is a Software Developer 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.     Katherine D’Amico recently joined the team as Vice President of Client Services. She has been in the call centre industry for nearly 20 years—13 years of which were spent with one of SQM’s clients. During that time, she was a beacon for change as she spearheaded the development of a specialized sales team effectively integrating sales into an established and award winning customer centric culture. Katherine also improved recruitment processes and initiated a wildly successful coaching for performance program to support the new team. During her tenure, she held varied roles all of which exercised her strong leadership and communication skills. Katherine’s experience allows her to understand the challenges of the call centre business, and she knows first hand the benefits that SQM’s services can provide. Click here to print the above Phone: (800) 446-2095 Fax: (250) 260-7821 Email:inform@sqmgroup.com Website: www.sqmgroup.com