The Key Personnel
Mike Desmarais is the Founder and Chief Executive Officer of SQM Group. Mike has over 25 years of customer experience measurement, benchmarking, and consulting experience. As a consultant, Mike has experience working with leading North American organizations on improving customer experience. Mike has developed 15 best practices that are fundamental to providing world class contact channel customer experience. 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 customer experience improvement. Mike is a pioneer and visionary for contact channels’ customer experience measurement of first call resolution, one contact resolution, omni-channel, customer emotion and retention metrics. Mike has written five thought-provoking contact channel customer experience 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, Canadian Tire, Blue Cross Blue Shield and VSP Insurance. In addition, Mike is a popular contact center industry thought leader with over 13,000 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, MSc, is President of SQM Group. Lara has her Master’s degree in Mathematical Physics and she is currently working on her DBA in IT at Walden University. Lara is a member of the Marketing Research Association and the Professional Association for Customer Engagement. She has over 10 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 book, One Contact Resolution. Lara manages finance and operations for SQM’s two contact centers and is responsible for product development.
Glen Mah, BSc, is Senior 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.
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 Marketing Research and Intelligence Association (MRIA) and 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.
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, BMgmt, is a Vice President of Consulting/Client Account Management 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.
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 too; recruiting, selecting and conducting annual performance evaluations with SQM telephone survey representatives.
Ryan Bouwmeester is Director of Operations 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 managing the survey collection process based on client requirements through SQM’s multiple surveying methodologies, client and internal project management as well as heading up internal efficiency and optimization projects. Ryan joined SQM Group in September of 2009.
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 10+ years’ experience working at SQM. Kim’s primary duties include managing the day-to-day operations of the 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.
Pam Havens, BBA, is a Senior Manager of Client Advocacy with SQM Group, handling day to day servicing and support of client accounts. She has her bachelor’s degree in Business Administration with a Marketing concentration from the University of Washington. She helped to open up the SQM Coeur d’Alene contact center and managed it for over a year before moving to account management. For the 13 years prior to SQM, she worked in telecommunications carrier relations and contact center management.
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.
Willem du Plessis, BCom, is a Manager of Client Advocacy with SQM Group, handling day to day servicing and support of client accounts. He has a Bachelor of Commerce degree from the University of Victoria with a keen interest in business analytics. Willem worked as an analyst at SQM prior to moving into an account management role in August of 2016.
Cynthia Harkness is a Manager of Client Advocacy with SQM Group, handling day to day servicing and support of client accounts. She has over 10 years of customer service experience in the financial and legal industries. Cynthia joined SQM Group in July of 2015.
Julie Shields, BA, is a Senior 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 marketing, web commerce, special projects, and FCR workshops as well as planning and organizing the annual Summit Awards gala. Julie brings over 15 years of customer service experience and 7 years of solid research, critical analysis and resolution writing. Julie joined SQM Group in March of 2007
Meagan Herzig, BBA, is the Marketing Manager with SQM Group. She has over 10 years of customer service and sales experience. Her responsibilities include developing and implementing marketing and sales strategies, business development, and organizing SQM’s Annual Conference. Meagan joined SQM Group in April of 2016.
Charlene Hutchison, BA, is a Training Manager and has been with SQM for 14 years. Along with her 14 years contact center industry experience, Charlene has over 16 years of educating and training experience. Charlene has the responsibility of assisting in the development of the mySQM™ Reporting Tool in addition to managing client relationships. Charlene brings a wealth of knowledge from SQM’s research/analysis and technology departments.
Adam Marwood, BSc, is a Project Manager 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 B.Sc., is the Survey Manager at SQM Group. Heather majored in mathematics at UBC Okanagan. She started at SQM in 2010 as an analyst. Heather has had much experience in the analytical processes, quality control, and quota management at SQM. Currently Heather manages the creation and maintenance of SQM’s surveys for all contact channels. She has also spent time in both SQM’s Quality Assurance Department ensuring the quality of SQM’s products and services and in SQM’s Call List Department determining workforce management.