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| Contact Centre Council | | |
Who We Are
| COUNCIL BIOGRAPHIES |
Amar Sidhu (Chair)
Amar is a performance-driven Executive-level Sales and People Leader, who possesses an entrepreneurial attitude. He has a proven successful track record in sales (P&L) performance and people leadership of large, diverse and cross-functional teams, encompassing Contact Centres, Financial Services and Regional Management. As an accountable change-champion, he confidently balances big-picture strategic thinking with attention to tactical details. His career moves have taken him to five different Provinces in a variety of senior leadership experiences.
Amar is committed to the development of highly effective teams during ambiguous times and seeks out continual workplace improvement methodologies. His aptitude towards high-impact leadership has been the cornerstone of his achievements to date.
Amar holds a BA from Simon Fraser University and achieved his MBA in 2005. He serves as the Chair of CMA’s Contact Centre Council, as well as being on the CMA Board. |
Graham Kingma (Vice-Chair)
Head of Call Centre Operations
WIND Mobile
As head of call centre operations for WIND Mobile, (Canada's 4th national wireless company) Graham is responsible for building a world class customer care centre from the ground up.
Previous roles include VP Customer Experience at The Shopping Channel where he was responsible for all aspects of customer satisfaction for the Rogers Media division. The Shopping Channel was recently awarded the Call Centre Employer of Choice Gold Certification as well as Best Contact Centre in the World for 2008.
Prior to The Shopping Channel, Graham created the Customer Care Centre for the online grocery delivery company, Grocery Gateway.
Graham is Vice Chair of the Canadian Marketing Association’s Contact Centre Council and Board Advisor to the Greater Toronto Contact Centre Association.
Graham graduated in 1992 with a B.A. in Law. |
David Bradshaw
Vice President (Head) of Sales & Service
ING Direct
Vice President (Head) of Sales and Service, overseeing the Regional Cafes across Canada and the Lending/Savings Call Centres at ING DIRECT Canada.
From 2007 – 2008, David served as Vice President, Service Delivery at Echo Marketing Solutions where he was responsible for leading the Contact Centre, Client Services and Sales planning. From 2004-2007, David held the position of Director, Sales and Service at ING DIRECT Canada. He was involved in leading the retail locations and distribution partner network while retaining leadership of the contact centre. Prior, David held sales and service management positions with organizations such as Xerox, Dunn & Bradstreet and Pitney Bowes.
David has over 19 years call centre leadership experience, with a forte in building and restructuring B2C and B2B Call Centres. He has a track record for exceeding sales and service targets, while maintaining high employee engagement. |
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Don Clifford
Managing Director
Closed Loop Inc.
Don founded Closed Loop in 2006 to provide consulting solutions focusing on the customer lifecycle. Leveraging his consulting background in CRM, marketing, ordering and billing, Don has been helping large communications companies plan and implement strategic customer experience initiatives across contact channels. Closed Loop's mandate is to help organizations design and deliver integrated sales and service solutions to improve the customer experience.
Prior to Closed Loop, Don led the process stream for strategic sales & service initiatives at Rogers Communications. At Rogers he redesigned marketing and contact centre processes, led the functional design and training for an enterprise-wide campaign management system, and managed CRM implementations. Previously, Don was a management consultant with Deloitte and BearingPoint where he developed his functional design expertise implementing customer-facing software for contact centre and marketing organizations. Don also has a sales & marketing background in the communications industry.
Don holds a B.Comm in economics from Concordia University. |
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Robert Drury
Director, Service Delivery
Echo Marketing Solutions
Robert has been with Echo since 2005 and held a number of roles, in his current role, as Director, Service Delivery, he is responsible for leading their telefundraising Centre, their Client Service team, their Quality Assurance team, and Workforce Management and Analytics. He also sits on Echo's Management team which oversees the overall strategic business decisions. Robert played a key part in assisting Echo through several years of significant growth since he joined the team, and in 2006 Echo was named on of Canada's 50 fastest growing companies. His unique blend of people management, client service, and analytics has played a key role in the success of Echo.
Robert has been in the fundraising field since 2001 helping many of North America's largest charities build their monthly files, prior to starting in fundraising, he worked for a small consulting firm, focusing on primary and
secondary research in the transportation industry. |
Richard Litvack
Vice President, Operations
Citi Cards Canada
Richard has been with Citi Cards Canada since 2006. During this period Richard has had responsibility for all of Citi Cards customer care contact centers throughout Canada. Richard has also been a key player in defining and implementing tactical and strategic initiatives to define segmentation and treatment for Citi’s high value clients in the United States.
Prior to Citi Cards Canada, Richard was a Director with Bell Canada’s Small and Medium Business unit. In his role with Bell, Richard was responsible for inbound customer service, outbound telemarketing and collections. Richard was also responsible for developing inside sales and account management teams focusing on the medium and enterprise customer base.
Richard has also held a variety of senior positions with Teleperformance Canada, Fidelity Investments and ClientLogic. In addition to his management experience, Richard also has a BA from York University in Toronto and an MBA from Queens University in Kingston. |
Jennifer McLeod
Vice President, Business Development
VOXDATA
Jennifer recently joined Voxdata in the role of VP, Business Development, responsible for forging relationships with new clients who are seeking unique and innovative contact centre solutions. With intimate knowledge of the contact centre industry, Jennifer is focused on deploying the right message to the right people in a seamless and professional manner.
Prior to joining Voxdata, Jennifer was Vice-President, Business Development for CEAD fm, a communications platform catering to the contact centre industry. She was responsible for sales and overall relationship management of existing and prospective clients throughout Canada and the U.S.
Jennifer’s background also includes Director of Human Resources for a 2,000 employee automotive manufacturing company based out of Concord, Ontario. With various responsibilities including hiring, retention, labour planning, and training, Jennifer was instrumental in growing this company from seven plants and 1,400 employees to ten plants with over 2,000 employees in less than five years. While assisting with this expansion, Jennifer was responsible for establishing and maintaining Employee Standards and overall employee satisfaction for the non-unionized organization.
Past positions include Manager of Human Resources for a Brantford-based creative company and over eight years working as an Executive Recruiter for two reputable search firms in downtown Toronto.
Jennifer graduated with a Hons. B.A. from York University and an MBA from the Canadian School of Management. |
Aaron Morrow
Senior Manager Enterprise Workforce Services
MTS Allstream
Aaron is a seasoned contact centre executive with 15 years experience. His expertise lies in technology implementation, call flow strategy, and development and consolidation of Contact Centres. Most recently Aaron served as Director of Business Performance Services for CIBC Investor Services Inc. and Wood Gundy Contact Centres which provided business to business and business to customer support for CIBC’s full service, and on- line brokerage divisions. He was responsible for Customer Satisfaction, Service Level Management, Planning, Training, and Operational Efficiencies. Prior to CIBC, Aaron managed a bank owned Mutual Fund Company and Deposit Operations Contact Centre. He also held positions in product development, testing and sales. |
Patricia Palumbo
Director, Customer Service
Manulife Financial - Affinity Markets
Patricia joined Manulife in 1997 in the Affinity Markets' division which provides specialized insurance solutions to many organizations through direct marketing channels. In her current role of Director of Customer Service, she is responsible for the Contact Centre which responds to inbound customer inquiries on insurance products and services. Patricia has over 10+ years of contact centre, direct marketing and customer service experience.
Prior to joining the Manulife Financial team, spent 10 years with Prudential Insurance in positions of Training and Management in the Claims operations area.
Patricia is currently completing her BA at York University. | |
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