Leanne Park - Principal Consultant
Leanne is an award winning, Senior Leader with a strong functional background in Call Centre, Projects and Operations Management. Known as a leader, strategist and customer advocate, she has a proven operational contact centre track record and 25 plus years of experience in diverse industries building operations efficiency, strong teams and customer satisfaction for large corporations.
Leanne started her management career in the banking industry with Citibank managing the back office operations team in the Credit Card division. She progressed within that role and moved cross functionally to the Contact Centre and Project Management Office. This foundation allowed her to progress in similar roles with other organizations such as CIBC/Banking, First Canadian Title/Insurance, Lavalife Corp/Ecommerce, Cogeco Connexions (formerly Cogeco Cable)/Telecommunications and Reliance Home Comfort/Home Services.
Contact Centres under her management have won multiple awards such as: GTACC Top Contact Centre over 100 agents, CSPN Customer Centre Culture Award. Personally she has also earned the GTACC Senior Leadership Award, Citigroup Service Excellence Award as well as the Citigroup Service Excellence Gold Award.
Leanne has reviewed and overhauled several contact centre and operations teams to ensure maximum customer satisfaction, employee engagement while achieving cost avoidance and savings. She has significant experience managing the day to day operations while leading strategic initiatives in outsourcing, home agent, process improvements, quality programs, budget overhauls and large complex operationally focused projects. Her experience includes sales and service to both Commercial and Residential customers. Currently she is the Principal Consultant for Macevan Consulting.
Leanne is a graduate of York University and Queens University Business School Executive General Management program.
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