Functional Director Contact Centre Operational Oversight

The 42nd General Election Public Enquires Unit

Contact Centre Transformation and Migration Plans

Hosted Contact Centre Solution for Public Sector Clients 

Contact Centre/Multi/Omni Channel Operational Reviews

Federal Government and High Tech:

Shopify, Elections Canada, Canada Revenue Agency, Employment and Social Develop Canada & Financial Consumer Agency of Canada 

WFM & Speech Analytics Subject Matter Expert

Analyze Business Requirements, Operationalize through Benefits Measurement Plan and Thorough Analysis of the Many Solutions in the Industry:

Canada Revenue Agency

Speech (Contact) Analytics

Startup, Operational Plan, Training and Support, Outsourced Analyst and Managed Services, Proof of Concept Services for Government and Private Sector:

Shopify, Intact Financial, Ceannate Corporation, Google Fibre, United Auto Credit Corporation, Business Process Outsourcers, Elections Canada, Canada Revenue Agency & Various Speech Analytics Vendors

Request for Proposal (RFI/RFP) Writing and Evaluation

Detailed Business Requirements for Workforce Management and Speech Analytics:

Canada Revenue Agency & Hosted Contact Centre Solution

Federal Government RFP, RFI and RFP for BPO Services:

Elections Canada and Employment & Social Develop Canada (1-800 O'Canada)

Request for Proposal (RFP) Answering

Answering as Subject Matter Expert (SME) for Private Sector Customers. Leveraging Many Years of RFP Writing and Federal Government Procurement Knowledge, Ensuring the Winning and Complaint Bid. 

Voice of the Customer Program

Development for High Tech and Government: 

Shopify, Canada Revenue Agency, Elections Canada and Employment & Social Develop Canada

Customer Experience Roadmap

High Tech and Government:

Shopify, Canada Revenue Agency & Elections Canada

Workforce Management (WFM) Business Requirements & Market Analysis

Analysis and requirements development for Public and private Sector Clients 

Contact Centre Consolidation Plan

Canada Border Services Agency