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 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 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 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 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, 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, 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, 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, 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
Rylan Jay, BHK, is a Senior Manager of Client Advocacy with SQM Group. He has his bachelor’s degree in Business Management, from the University of British Columbia. He has over 10 years of experience in the customer service, retention and financial industries and brings with him a wealth of knowledge in customer relation/service management. Rylan joined SQM Group in May of 2019.
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, 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, 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.