The Key Personnel Behind SQM

Senior Management


Mike Desmarais
Mike Desmarais is the Founder and Chief Executive Officer of SQM Group. Mike is currently an MBA Candidate at Athabasca University. Mike has over 25 years of customer experience (CX) measurement, benchmarking, and consulting. As a consultant, Mike has experience working with leading North American organizations on improving CX. Mike has developed several key best practices that are fundamental to providing world class contact channel customer experiences. He uses his best practice knowledge to assess contact channel operations and to pinpoint the 3-5 pivotal changes that will drive real and significant CX improvement. Mike is a pioneer and visionary in contact channels’ CX measurement of first call resolution, one contact resolution, omni-channel, CX greatness, customer emotion, and retention metrics. Mike has written five thought-provoking contact channel CX research books (i.e., World Class Call Center, First Call Resolution, FCR Best Practices, One Contact Resolution and most recently One Contact Resolution 2nd Edition). Mike has conducted best practice case studies with organizations such as American Express, FedEx, and VSP Vision Care. In addition, Mike is a popular contact center industry thought-leader with over 20,000 LinkedIn followers and is one of the top 10 most influential contributors in the contact center industry based on a recent Fonolo poll. Mike is a sought-after speaker for contact center conferences and has a world class satisfaction rating for speaking at those events.
Lara Pow
Lara Pow, DBA, is President of SQM Group. Lara has a Doctorate in Business Administration and a Master’s degree in Mathematical Physics. Lara is a member of the Insights Association, American Marketing Association, and American Association for Public Opinion Research. She has over 15 years of research and analysis experience. Lara has contributed to the research for SQM’s books, World Class Call Center, First Call Resolution, FCR Best Practices and co-authored SQM’s most recent books, One Contact Resolution (1st and 2nd editions). Lara oversees all aspects of operations for SQM’s two contact centers including finance, technology, data processing, and product development.
Sarah Moffat
Sarah Moffat, Ph.D., is Vice President of Research with SQM Group. Sarah completed her Ph.D. in Mathematics at the University of British Columbia, with a focus on Analysis and Optimization. Sarah is a member of the Professional Association for Customer Engagement (PACE). She has over 10 years of research experience and her responsibilities include quality assurance, data analysis, customized research, and compliance.
Glen Mah
Glen Mah, BSc, is Senior Vice President of Security and Technology 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.
Andrea Pow
Andrea Pow, BComm, is Senior Vice President of Client Advocacy with SQM Group. She is currently a MBA candidate and 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 15 years of customer relations, business and training development experience and her responsibilities include customer account management and business development.
Nader Ghattas
Nader Ghattas, BMgmt, is the Vice President of Consulting with SQM Group. Nader brings over a decade of consulting, corporate asset direction and extensive international business experience to SQM and is currently a MBA candidate. He has an honours degree in business management and started his career as a TSR at SQM, moving on to vocations in investment banking, supply chain management and international business where he developed a passion for languages and a strong commitment to client service.

Client Services


Lisa Desmarais
Lisa Desmarais, BA, is a senior managing partner for day-to-day operations and administration of the SQM contact center. Lisa has 10+ years’ experience working at SQM. Her primary duty is to manage the contact center, in addition to; recruiting, selecting and conducting annual performance evaluations with SQM telephone survey representatives.
 
Ryan Bouwmeester
Ryan Bouwmeester is Director of Customer Experience with SQM Group. Ryan has over 10 years of experience in both the North American and Asian contact center industries. Ryan’s primary responsibilities are leading SQM’s customer experience strategy by creating and heading up internal efficiency and optimization projects to improve SQM Group’s end-to-end customer experience. Ryan joined SQM Group in September of 2009.

 

 
Cynthia Harkness
Cynthia Harkness is the Operations Manager with SQM Group. Cynthia’s primary responsibilities are managing the survey administration and collection process based on client requirements through SQM’s multiple surveying methodologies. She has over 10 years of customer service experience in the financial and legal industries. Cynthia joined SQM Group in July of 2015.
Terri Austin
Terri Austin is the Senior Contact Center Manager of our Coeur d’Alene, ID and Vernon, BC contact centers. She has over 30 years of experience in a contact center environment. She is responsible for SQM’s policies and procedures being implemented across our contact centers. Terri’s primary duties include managing the day-to-day operations of the contact centers as well as conducting recruiting, training, coaching, and monitoring of SQM’s frontline. Terri joined SQM Group in February of 2013.
Kim Lane
Kim Lane is the Contact Center Manager of our Vernon, B.C. contact center. She has over 15 years’ experience working at SQM. Kim’s primary duties include managing the day-to-day operations of the Vernon, BC contact center as well as conducting recruiting, training, coaching, and monitoring of SQM’s frontline. Kim joined SQM Group in April of 2002.
Joanie Young
Joanie Young is SQM’s Controller for both our Canadian and US based operations. She brings over 30 years of experience in business accounting, human resources and office management to the table. Joanie has worked in the banking, construction, credit union, manufacturing, printing and retail industries. In addition, she ran the largest Association health trust in the State of Idaho and implemented data programs along with the manual for operation. She has also owned and worked in her family businesses. Joanie actively volunteers her time with various finance committees’ and NOSDA.
Rosalind Faasse
Rosalind Faasse, BA, is Administrative Manager. She has over 15 years of experience working at SQM Group. She manages invoicing, benchmarking surveys and tracking surveys and their setup. Rosalind is also responsible for report writing quality checks and administrative support.
Jesse Potts
Jesse Potts, MA, has a Master’s degree in Sociology and is Lead Analyst with SQM Group. He has over 10 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. Jesse joined SQM Group in January of 2009.
Jonathan Bepple
Jonathan Bepple, MSc., is a Senior Analyst with SQM Group. Jonathan completed his MSc in Systems Science at the University of British Columbia, with a focus on model building and analysis. He has over 5 years of research experience and his responsibilities include quality assurance, data analysis, customized research, and the creation of client-facing and internal presentation decks.
Pam Havens
Pam Havens, BBA, is a Senior Manager of Client Advocacy with SQM Group. She has her bachelor’s degree in Business Administration, Marketing concentration, from the University of Washington. She has been with SQM since January of 2013 and helped open the SQM Coeur d’Alene contact center as the center manager before moving to an account management role.  Pam has over 25 years of experience in retail and contact center management. She has a passion for helping others to improve the customer experience
Dani Kuntz
Dani Kuntz, is a Senior Manager of Client Advocacy with SQM Group. She has a Certificate in Business Management from BCIT, and is a member of the Canadian Internet Marketing Association. She has over 15 years of management and customer service experience, which includes 5 years of business development and marketing experience. Dani developed corporate social media strategies, PPC advertising, and content marketing at SQM prior to moving into her current role. Dani joined SQM Group in October of 2016.
Julie Henstock

Julie Henstock, BA, is Senior Manager of Communications with SQM Group. Julie earned her bachelor’s degree in Political Science with a focus in International Relations. Julie is responsible for communications, content creation, and business development through digital marketing, social media, website development, webinars, and workshops. Julie has several years of industry related best practice knowledge and service experience, and contributed as the lead editor for SQM’s research books, World Class Call Center, First Call Resolution, FCR Best Practices, and One Contact Resolution (1st and 2nd editions). Julie joined SQM Group in March of 2007.

Charlene Hutchison
Charlene Hutchison, BA, PIDP, is the Training Manager for mySQM™ CX Insights and mySQM™ Reporting. Her responsibilities include project management and assisting with the design and development of the mySQM™ web portal. She has been with SQM for over 17 years leading in a variety of roles throughout SQM as part of the client advocacy team, as well as the analytical and technology departments. Charlene has contributed to SQM’s research books and publications and brings a wealth of industry research knowledge and analytical expertise to SQM and our clients.
Adam Marwood
Adam Marwood, BSc, is Director of Software Development with SQM Group. Adam completed his degree in computer science at the University of British Columbia, and has over 10 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.
Heather Tegart
Heather Tegart, BSc, is the Senior Quality Assurance Manager at SQM Group. Heather graduated from UBC Okanagan with a major in mathematics. She began her career at SQM in 2010 in the analyst department. She has also spent time in SQM’s call list department determining workforce management, and has worked as manager of the Survey Team managing the creation and maintenance of SQM’s surveys for all contact channels. In addition to being known for having exceptional attention to detail, Heather has a wealth of knowledge and experience in analytics, quality control, and quota management processes at SQM. Currently, Heather manages the quality assurance department ensuring the quality of SQM’s products and services are of the highest standards.